At a Glance
- Tasks: Provide Level 2 technical support and troubleshoot complex IT issues.
- Company: Join a growing Managed IT Services provider with a strong focus on development.
- Benefits: Up to £36,000 salary, hybrid working, private health insurance, and ongoing learning support.
- Other info: Great opportunity for career progression and professional certifications.
- Why this job: Accelerate your IT career with exposure to diverse technologies and customer environments.
- Qualifications: Experience in IT support and a passion for developing technical skills.
The predicted salary is between 32400 - 39600 £ per year.
Enso Recruitment is delighted to be working with an established and growing Managed IT Services provider to recruit a Level 2 Service Desk Analyst for their technical team. This is a great opportunity for an experienced IT support professional who wants to move beyond basic service desk support and build broader technical experience across Microsoft 365, cloud, networking, infrastructure and security. You will be joining an experienced technical team supporting a varied portfolio of customers, giving you exposure to different technologies and environments while continuing to develop your technical skills.
The Role
As a Level 2 Service Desk Analyst, you will take ownership of more complex incidents and service requests, including issues escalated from Level 1. You will work directly with customers to diagnose problems, implement solutions and ensure issues are resolved effectively. Your responsibilities will include:
- Providing Level 2 technical support across a range of customer environments
- Taking ownership of escalated incidents through to resolution
- Troubleshooting Microsoft 365, Windows, networking, cloud and infrastructure issues
- Supporting Microsoft 365 including Exchange Online, Teams, SharePoint and OneDrive
- Supporting Entra ID / Azure AD, Active Directory and user access
- Troubleshooting Windows desktop and endpoint issues
- Diagnosing LAN/WAN, Wi-Fi, VPN, DNS and DHCP issues
- Supporting endpoint security, MFA, email security and patch management
- Managing user onboarding, offboarding and device configuration
- Providing remote and occasional onsite customer support
- Escalating complex infrastructure, networking and security issues to senior engineers
- Maintaining accurate ticket notes and technical documentation
- Sharing knowledge and providing support to more junior members of the Service Desk team
What We’re Looking For
You will ideally have previous experience in a 2nd Line / Level 2 Service Desk, IT Support or Managed Services position, with a good grounding across Microsoft technologies and general IT infrastructure. Experience across some of the following would be particularly useful:
- Microsoft 365 administration
- Exchange Online
- Microsoft Teams, SharePoint and OneDrive
- Entra ID / Azure Active Directory
- Active Directory and Group Policy
- Windows 10/11
- Microsoft Azure
- Intune / endpoint management
- LAN/WAN and Wi-Fi
- TCP/IP, DNS and DHCP
- VPN and remote access
- Firewalls and network security
- Endpoint protection and patch management
- Backup and recovery
- Remote monitoring and Service Desk tools
You don’t need to tick every box. A strong foundation in IT support, good troubleshooting ability and an appetite to develop across cloud, infrastructure, networking and security are more important.
Why Apply?
This role offers the opportunity to join a well-established technology business with a strong technical team and a genuine focus on developing its people. Rather than supporting one internal environment, you will gain exposure to a broad range of customers, technologies and technical challenges - making it an excellent environment for someone looking to accelerate their development beyond traditional Service Desk support. You will benefit from ongoing learning, exposure to experienced engineers and opportunities to develop your technical certifications and progress your career.
Benefits
- Salary: up to £36,000
- Hybrid working
- Company bonus
- 23 days PTO + stat days
- Private health insurance
- Pension
- Ongoing learning and development support
To find out more about this opportunity, submit your CV, or reach out to a member of the Enso Recruitment team today!
Level 2 Service Desk Analyst Tlnt1_Ni in Antrim employer: Enso Recruitment
Enso Recruitment offers a dynamic and supportive work environment in Belfast, where you can thrive as an Office Manager. With a focus on employee growth and development, the company encourages proactive contributions and values your organisational skills. Enjoy the flexibility of a part-time contract while being part of an international technology-led organisation that prioritises collaboration and innovation.
