2nd Line Support Engineer, Belfast

Role – 2nd Line Support Engineer

Abacus is on the market for a 2nd Line Support Engineer to join an excellent employer. You will assist customers both remotely and on-site across various technology domains, with a key focus on desktop virtualisation technologies. In this role, you will be responsible for delivering 2nd line support to Managed Service clients, ensuring optimal service performance while meeting departmental KPIs and Service Level Agreements (SLAs). This will include providing support from your base location and remotely for other sites. Additionally, you will collaborate on organisation-wide projects alongside the Digital Transformation team to meet client project requirements.

Responsibilities:

• Efficiently manage and prioritise multiple open tickets, ensuring SLA compliance for incidents, requests, and problems.
• Take full ownership of technical issues, conducting detailed diagnostics with end-users to drive resolution and complete projects.
• Perform routine maintenance and apply patches to infrastructure, endpoints, and servers.
• Serve as an escalation point for support tickets, ensuring timely and effective problem resolution.
• Provide comprehensive support for IT hardware and software used by end-users.
• Deliver on-site technical assistance, engaging confidently and professionally with customers at all levels.

Requirements:

• Ability to explain technical concepts in simple terms to non-technical customers.
• Strong focus on customer service, with a customer-first approach in providing support.
• Excellent written and verbal communication skills.
• A logical and well-organised approach to troubleshooting.
• Effective time management and task prioritisation skills.
• Ability to research and learn new technologies to provide effective solutions.
• Strong team player, eager to share knowledge and collaborate.

Experience:

• Minimum of 2 years in an IT support role (2nd line support experience and MSP experience are advantageous).
• Proficient in Windows Server and Desktop environments.
• Solid understanding of Microsoft Azure and Office 365.
• Strong knowledge of Active Directory and Azure AD.
• Expertise in DNS, DHCP, and Group Policy management.
• Experience with backup solutions, including configuration, maintenance, and troubleshooting.
• Good understanding of networking, including switches, subnets, LAN, WAN, and DNS.

Person:

• Highly motivated with a keen interest in learning new skills.
• Flexible and enthusiastic attitude toward the role.
• Strong problem-solving and decision-making capabilities.
• Familiarity with cloud concepts and the Microsoft Azure ecosystem.
• Demonstrated excellence in customer service, project delivery, and technical support.
• Well-developed communication and organisational skills.
• Strong time management.

The client offers a competitive salary and range of benefitsand offers a collaborative team environment.