IT Managed Services – 2nd Line Support Engineer

Reporting to Service Manager

About us As a Digital Transformation Partner, we accompany companies into the digital future. Our range of IT solutions includes consulting, implementation, services and the operation of IT systems. Our customers benefit from our extensive expertise and our innovative portfolio that covers the IT requirements necessary for a successful digital transformation.

Description The role of a 2nd line Support Engineer is to provide support to customers, both remotely and at customer premises, across multiple technology areas with a focus on desktop virtualisation technologies.

Key Area of Responsibility:

• Manage tickets logged in our IT Service Management System and prioritise these in relation to the set SLA agreement in place with the customer, the risk and approximate amount of time required for the ticket

• Ensure customer is kept fully up to date throughout the lifecycle of their ticket

• Ensure customer issue/request is responded to and resolved in a timely manner

• Engage with KBS and/or client partners to resolve issues

In addition to the above duties and responsibilities the post holder must be prepared to undertake such additional duties which may result from changing circumstances, but which may not of necessity change the general character or level of responsibility to the post.


Skills & Qualities Required

  • Previous experience in an Onsite IT support Role
  • Windows Server, DHCP, DNS, Active Directory Administration
  • Microsoft Exchange
  • Office 365, SharePoint
  • Knowledge of Broadband, Wireless and Firewall technologies
  • AV Products
  • Backup Products

Working Knowledge in any of the following technology areas would be advantageous:  

  • Azure
  • Hyper V
  • SonicWALL
  • Dell Switching
  • ConnectWise Manage and Automate

Interpersonal Skills.

A high level of self-motivation together with a willingness to learn new skills

A flexible and enthusiastic approach to the job

Good Team Player

Problem solving and decision-making skills

Can demonstrate exceptional levels of customer service and care

Good communication, organisation Skills

Strong time management

Location:  Belfast

Salary: Competitive (negotiable), Attendance and Performance Bonus, Company Pension

Start date:  ASAP