Level 2 Service Desk Engineer
A second-line IT support engineer handling escalated corporate IT incidents and service requests across Windows, Microsoft 365, Active Directory, networking, and cloud/on-prem infrastructure. Works to ITIL 4 practices, documents solutions, and joins an on-call rotation at the Lisburn office.
- Compensation
- Not disclosed
- Location
- Lisburn, United Kingdom
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- Not specified
- Category
- It support
- Posted
Skills
Must have
- Proven experience in a Level 2 IT support or service desk role
- Strong troubleshooting capability across Windows and Microsoft 365
- Experience using ITSM tools such as Jira Service Management or ServiceNow
- Solid understanding of ITIL 4 principles and practices
- Strong communication skills with the ability to explain technical issues clearly
Nice to have
- Experience supporting environments of 200+ users
- Exposure to Azure and/or AWS
- Experience with Linux systems and virtualization platforms
- Experience operating in an ISO 27001-aligned environment
- Familiarity with Agile ways of working
Full description
Role Description
The Service Desk Engineer (Level 2) provides advanced second‑line support across corporate IT services, combining ITIL 4 service management discipline with strong hands‑on systems and infrastructure expertise. The role is responsible for incident resolution, problem investigation, service restoration, and continual improvement, while acting as a technical escalation point for Level 1 and a bridge to Level 3 or specialist teams. This position plays a critical role in service stability, security, and operational maturity across cloud and on‑premise environments. The ideal candidate will be primarily responsible for our support of our Endpoints, Office 365, SharePoint, E-mail, Teams, AD and Applications, and their integration with the rest of our infrastructure. You will be working alongside the small, existing team but will be expected to bring additional knowledge and experience to aid the growth and expansion of the company. This position is based in Lisburn but may require occasional visits to our other offices and participation in the on-call rotation.
Responsibilities
Incident & Service Request Management
- Act as second‑line support for incidents and service requests escalated from Level 1.
- Restore normal service operation in line with agreed SLAs and OLAs.
- Maintain end‑to‑end ownership of assigned tickets through to resolution, including vendor escalation.
- Communicate progress and resolution clearly to technical and non‑technical stakeholders.
Technical Support & Engineering
- Provide advanced support across OS, Microsoft 365, identity and access management, networking, and core business applications.
- Troubleshoot and maintain high‑availability systems in cloud and physical environments.
- Perform system maintenance activities including patching, upgrades, monitoring, and proactive health checks.
- Support secure system configuration aligned with ISO 27001 controls.
- Work with project teams to transition new solutions into operational support.
Problem, Change & Continual Improvement
- Perform root cause analysis and contribute to Problem Management activities.
- Support Change Enablement including impact assessment, testing, and post‑change validation.
- Identify trends, recurring issues, and automation opportunities.
- Actively contributes to continual service improvement initiatives aligned to ITIL 4.
Knowledge, Documentation & Standards
- Create and maintain accurate technical documentation, procedures, and knowledge base articles.