Level 2 Support Engineer - Managed Services (Azure / M365 / Networking)
The Role
We're recruiting on behalf of a growing Managed Service Provider (MSP) for an experienced Level 2 Support Engineer to join their technical support team. This is a great opportunity for someone with a solid MSP background who's comfortable working across Microsoft 365, Azure, and networking technologies in a fast-paced, multi-client environment.
You'll be the go‑to for escalated tickets that Level 1 can't resolve, providing hands‑on technical support across a varied client base while building toward more advanced infrastructure and cloud work.
What You'll Be Doing
- Providing 2nd line technical support (remote and occasional on‑site) across a diverse portfolio of clients
- Managing and resolving escalated incidents, problems, and service requests via the ITSM ticketing platform
- Working to and helping maintain SLA/KPI targets, with strong ticket prioritisation
- Administering and supporting Microsoft 365 (Exchange Online, SharePoint, Teams, Entra ID)
- Supporting Azure infrastructure - VMs, storage, networking basics, and Azure AD/Entra ID administration
- Troubleshooting LAN/WAN connectivity, VPNs, routing/switching, and firewall issues
- Supporting Windows Server environments, Active Directory, DNS, and DHCP
- Escalating complex issues to 3rd line where required, with clear documentation
- Delivering excellent customer service and clear communication with client stakeholders
- Contributing to small infrastructure projects and upgrades alongside day-to-day support
What We're Looking For
- Proven experience working within an MSP (Managed Service Provider) environment
- Solid working knowledge of Microsoft 365 / Office 365 administration
- Practical experience with Microsoft Azure (VMs, storage, Entra ID/Azure AD)
- Strong networking fundamentals - LAN, WAN, VPN, routing and switching
- Experience with Windows Server, Active Directory, DNS, DHCP
- Confident using ITSM/ticketing tools (. ConnectWise Manage/Automate or similar)
- Excellent troubleshooting and problem-solving skills
- Strong customer service skills and the ability to communicate clearly with non-technical stakeholders
- Firewall configuration experience (SonicWall or equivalent)
- Exposure to Hyper-V virtualisation
- Microsoft Certified: Azure Administrator (AZ-104) or working toward it
- Experience with backup and disaster recovery solutions
- Willingness to participate in an out-of-hours support rota
Why Apply
This is a strong step-up opportunity for a Level 1/2 engineer looking to deepen their Azure and networking exposure, or an established Level 2 engineer looking for a more varied, cloud-forward MSP client base. You'll get genuine progression toward Level 3 and cloud infrastructure work, with support toward relevant Microsoft certifications.
Level 2 Support Engineer Belfast, County Antrim, Northern Ireland
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Level 2 Support Engineer employer: Reperio Human Capital Ltd
Reperio Human Capital is an exceptional employer, offering a dynamic and supportive work culture in the heart of Belfast. With structured training, ongoing mentorship, and clear promotion pathways, employees are empowered to achieve their career goals while enjoying competitive salaries and uncapped commission potential. The modern office environment, complete with an on-site gym and regular team socials, fosters collaboration and camaraderie among staff, making it an ideal place for ambitious individuals to thrive.
