Service Desk Level 2 Engineer

About the Role

Nitec Solutions Limited is seeking an experienced, motivated, and solutions-driven Level 2 Service Desk Engineer to join our team. You’ll play a key role in supporting our clients by resolving technical issues, maintaining IT infrastructure, and delivering exceptional customer service.

This is a hands-on role working across a variety of technologies and environments, providing both remote and on-site support. The ideal candidate will have a genuine interest in IT, be proactive, and thrive on problem-solving, finding satisfaction in closing tickets, mentoring Level 1 colleagues, and contributing to client success.

This role is based at our office in Antrim and is eligible for hybrid working arrangements (up to 4 days from home). Applicants must have the legal right to work in the United Kingdom, as visa sponsorship is not available for this role.

Key Responsibilities

As a Level 2 Service Desk Engineer, your responsibilities will include:

• Being a first point of contact for advanced technical support, engaging with clients via phone, electronically, or in person.
• Acting as an escalation point for Level 1 engineers, providing guidance and helping solve complex technical issues.
• Provide remote and on-site support for desktops, servers, networks, cloud services, and business applications.
• Troubleshooting hardware and software issues across a wide range of environments.
• Installing, configuring, patching, and maintaining hardware, software, and peripheral equipment.
• Supporting and administering Microsoft 365, Entra ID, Azure, Exchange Online, SharePoint, and Teams.
• Managing Active Directory, group policies, and user accounts.
• Monitoring client systems proactively, responding to alerts, and taking preventative measures as needed.
• Advising and implementing cybersecurity best practices (endpoint protection, MFA, patch management, Zero Trust, etc.).
• Managing service requests, incidents, and changes using our ticketing system within agreed SLAs.
• Document solutions, processes, and technical knowledge to improve team effectiveness.
• Performing root cause analysis and implementing permanent fixes for recurring problems.
• Collaborating with Level 3 engineers and project teams on infrastructure upgrades and deployments.
• Delivering solutions in a professional, friendly, and approachable manner.
• Maintaining and pursuing industry-relevant certifications to stay current with evolving technologies.

Ideal Candidate

We’re looking for someone who is:

• Experienced (2–5 years in IT support, ideally in an MSP or multi-client environment).
• Proficient in Windows desktop/server OS and the full Microsoft 365 suite.
• Knowledgeable in networking concepts (LAN/WAN, VLANs, TCP/IP, DNS, DHCP, VPNs, firewalls, switches).
• Familiar with virtualization (e.g. Hyper-V), backup solutions, monitoring tools, and security platforms.
• Cybersecurity-aware, with strong troubleshooting and problem-solving skills.
• Organised, with excellent time management and prioritisation skills.
• An effective communicator - both written and verbal - with strong interpersonal skills.
• Proactive, detail-oriented, and capable of taking ownership of tasks and projects.
• Passionate about continuous learning and professional development.

Qualifications & Experience

Essential:

• 2-5 years’ experience in a Service Desk or IT Support role.
• Proficiency with Windows operating systems.
• Strong working knowledge of Microsoft 365 (Exchange Online, SharePoint, Teams, Entra ID).
• Valid UK driver’s licence, reliable car, and business cover insurance.

Preferred:

• Level 4 qualification (or higher) in IT/Technology.
• Microsoft certifications (e.g. MS-900, AZ-900, MD-102, MS-102).
• Experience with WatchGuard, HPE/HP Aruba, and Mimecast products.

What We Offer

At Nitec, we provide a supportive and engaging work environment that helps you thrive. You’ll benefit from:

• Salary: £27,500 - £33,000 (depending on experience and qualifications).
• Benefits package, including:
• 23 days annual leave + 10 statutory days.
• Private Medical Insurance (including GP appointments by phone/video).
• 5% company pension contribution.
• Home broadband & mobile phone allowances.
• Death in Service Benefit.
• Salary sacrifice schemes (pension, EV car, cycle to work).
• Company bonus and annual salary adjustments (performance dependent).
• Opportunities for:
• Career progression and certification support.
• Exposure to a wide range of technologies and client environments.
• Working alongside industry leaders and partners.
• Contributing to a collaborative, supportive team culture.
• Achieving satisfaction by helping businesses succeed through IT.

To apply, email a CV and Cover Letter to jobs@nitec.com