At a Glance
- Tasks: Provide 2nd line technical support and manage escalated incidents for diverse clients.
- Company: Join a growing Managed Service Provider with a dynamic team culture.
- Benefits: Competitive salary, career progression, and support for Microsoft certifications.
- Other info: Great opportunity for career growth towards Level 3 and cloud infrastructure work.
- Why this job: Enhance your skills in Azure and networking while making a real impact.
- Qualifications: Experience in MSP environments and strong knowledge of Microsoft 365 and Azure.
The predicted salary is between 30000 - 35000 £ per year.
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
Essential:
- 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 (e.g. 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
Desirable:
- 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. Interested? Apply now or get in touch for a confidential conversation about the role.
Level 2 Support Engineer in Lisburn employer: Reperio Human Capital Ltd
Reperio Human Capital is an exceptional employer, offering a dynamic work environment in the heart of Belfast City Centre. With a strong focus on employee growth through structured training and clear progression paths, consultants enjoy the benefits of uncapped commission, competitive salaries, and exciting team incentives, all while working in a supportive culture that values autonomy and performance.
StudySmarter Expert Advice🤫
We think this is how you could land Level 2 Support Engineer in Lisburn
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Reperio Human Capital Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Reperio Human Capital Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Level 2 Support Engineer in Lisburn
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Reperio Human Capital Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Reperio Human Capital Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Reperio Human Capital Ltd!
How to prepare for a job interview at Reperio Human Capital Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
