At a Glance
- Tasks: Support 1,500 employees with IT queries and resolve technical issues.
- Company: Join Isio, a fast-growing professional services firm with a collaborative culture.
- Benefits: Enjoy competitive salary, flexible working, and career development opportunities.
- Other info: Embrace a culture of continuous improvement and growth at Isio.
- Why this job: Make a real impact by solving complex IT challenges in a dynamic environment.
- Qualifications: Experience in second-line support and strong communication skills required.
The predicted salary is between 40000 - 45000 £ per year.
Isio's IT Service Desk team works diligently to support the company's 1,500 employees across our 10 locations. The 2nd Line Service Desk Engineer will be responsible for dealing with queries and issues across Isio's IT systems, resolving technical issues escalated from the first line engineers, and providing a point of contact for our users based in Belfast.
The following areas may be involved but are not limited to:
- Microsoft 365
- Secure Web Gateway
- Microsoft Entra
- Virtual Machines
- Microsoft Intune
- Autopilot
- Azure Virtual Desktops
- Network Issues (Cisco Meraki)
- SOC Incidents
- SharePoint Online & SaaS-based apps
The role requires resolving critical issues and ensuring Isio's solutions are always fit-for-purpose and meet or exceed expectations. It also involves maintaining a liaison with third parties and communicating with the wider Isio organisation. This role is based in our Belfast office, requiring 4 days a week in the office, and one day per week working from home.
What does the role entail?
- Provide the Service Desk primary point of contact for users on-site at the Belfast office, along with on-site technical support.
- Support a growing user base of around 1,500 pension-oriented employees and support staff via telephone, service desk, and MS Teams communications.
- Work with the Service Desk Technical Lead and the Infrastructure Manager to resolve complex queries and issues relating to Isio's IT applications.
- Assist with the upskilling of other IT staff members to ensure issues and queries can be resolved before being escalated to the 2nd line engineers.
- Work closely with other IT teams and wider Isio stakeholders to resolve issues and improve efficiencies across the organisation.
- Assist with the administration and configuration of SharePoint Online.
- Produce and review documentation to help maintain the Service Desk Knowledgebase.
- Take end-to-end ownership of tickets to ensure issues are resolved swiftly and users are kept informed through the entire process.
- Actively participate in a culture of continuous improvement across the Service Desk and the wider IT teams.
What we're looking for?
- Excellent communication and customer service skills.
- Excellent planning & organisational skills.
- Ability to work independently and under pressure with minimal or no supervision.
- Microsoft qualifications around M365 and Azure, or equivalent experience.
- Previous experience in a technical second-line support role.
- Strong analytical skills and a creative approach to problem solving.
- Knowledge of the Microsoft stack, including Entra ID, Azure, SharePoint Online, M365, Exchange Online and 3rd party backup solutions.
- Experience with Windows 11 endpoints, Apple mobile devices, and Windows Server 2019.
- An ability to work with security in mind in approach to all fixes.
- A working knowledge of TCP/IP, DNS, DHCP, Firewalls, Switches, and Wireless Access Points.
- Experience working with a service desk or ITSM system such as Freshdesk, Zendesk, Halo, or Jira Service Management.
Desirable
- Hands-on experience with administration of Secure Web Gateway technologies (Web Filter, Web Firewall, IPS/IDS), such as ZScaler or Global Secure Access.
- Experience managing Windows updates, driver updates, and firmware updates across a wide fleet of Windows 11 devices.
- Experience managing a Cisco Meraki powered network.
- Exposure to Jira and Confluence for project and knowledge management.
Why Join Isio
Isio is a fast-growing professional services business that offers career development through an evolving client base, diverse and meaningful work, nationwide opportunities, and a culture that rewards high performance and accountability. We hold ourselves to the highest standards and our values guide how we advise our clients, how we operate as a business and how we work together as a team. We call it the Isio Attitude. We encourage our people to be bold, to communicate with conviction, and to deliver advice that matters. Here, growth brings opportunity - more responsibility, more clients, and work that stretches and develops you. We invest in training and development so you can expand your skills and explore different career paths across diverse markets to make your mark. Isio is a place to realise your potential and build a career with impact.
Isio is committed to fostering an inclusive, equitable and diverse workplace, in which our colleagues feel they belong, regardless of background or difference. We uphold the values of respect, fairness, and inclusion in our actions and decisions. We believe that by adhering to these principles, we will create a stronger, more innovative, and supportive environment for all, as well as ensuring that the advice and support we provide to our clients is more creative, more insightful and leaves a lasting impact.
We can offer a hybrid, flexible approach to work, supporting a work-life balance that works for you. Isio Group is an equal opportunities employer, and we welcome applications from all suitably qualified candidates. If you think you may require a reasonable adjustment to be made for any reason at any stage of your recruitment process, please ask us.
2nd Line Service Desk Engineer in Belfast employer: Isio Group Limited
Isio is an exceptional employer that prioritises employee growth and development, offering a dynamic work environment in Belfast. With a strong commitment to continuous improvement and a culture that rewards high performance, employees are encouraged to take ownership of their roles while benefiting from extensive training opportunities. The hybrid work model promotes a healthy work-life balance, making Isio a fantastic place for those seeking meaningful and impactful careers in IT support.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Service Desk Engineer in Belfast
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Isio Group Limited values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Isio Group Limited might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Isio Group Limited!
✨Direct Apply to Isio Group Limited
Let's not forget to apply directly through the Isio Group Limited website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace 2nd Line Service Desk Engineer in Belfast
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Isio Group Limited.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Isio Group Limited. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Isio Group Limited
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
