Deskside IT Support Technician (L2) - Windows & AD

bid.agency; Northern Ireland; On-site; GBP 26,000 - 34,000; Full time

Job summary

bid.agency is seeking a motivated L2 IT Support Deskside Technician to join our IT team and provide hands-on technical assistance. The role focuses on resolving Windows and network issues, managing Active Directory and Microsoft 365, and supporting onboarding and offboarding processes.

You will work with L3 teams and vendors to resolve complex problems, log incidents in ServiceNow, and help keep devices running smoothly for end users in a fast-paced environment.

Qualifications

• 1+ year IT support or helpdesk experience (L1/L2)
• Strong Windows 10/11 knowledge
• Experience with Active Directory, Group Policy and Microsoft 365
• Familiarity with networking fundamentals (TCP/IP, DNS, DHCP, VPN)
• Experience with ITSM tools and ITIL processes
• Strong troubleshooting and attention to detail

Responsibilities

• Provide second-level deskside and remote technical support for hardware, software, and network issues escalated from L1
• Troubleshoot and resolve problems with Windows endpoints, including laptops, desktops, and peripherals
• Install, configure, and maintain workstations, applications, and OS updates
• Manage user accounts and access using Active Directory / Azure AD and Microsoft 365
• Support onboarding/offboarding processes including device provisioning and decommissioning
• Log and track all incidents and service requests in the ITSM ticketing system (ServiceNow)
• Collaborate with L3 teams and vendors on complex technical issues

Skills

Strong troubleshooting

Attention to detail

Customer service mindset

Tools

Active Directory

Group Policy

Microsoft 365

ServiceNow

TCP/IP

DNS

DHCP

VPN

Job description

bid.agency is seeking a motivated L2 IT Support Deskside Technician to join our IT team and provide hands-on technical assistance. The role focuses on resolving Windows and network issues, managing Active Directory and Microsoft 365, and supporting onboarding and offboarding processes.

You will work with L3 teams and vendors to resolve complex problems, log incidents in ServiceNow, and help keep devices running smoothly for end users in a fast-paced environment.