Information Technology Support Technician

bid.agency; Belfast City District; On-site; GBP 25,000 - 35,000; Full time

Job summary

bid.agency is seeking a motivated L2 IT Support Deskside Technician to join our IT team and keep technology running smoothly.

You will provide second-level deskside and remote support for hardware, software and network issues, configure workstations, manage AD/Azure AD and Microsoft 365, and support onboarding and device provisioning.

Qualifications

• 1+ years of IT support or helpdesk experience.
• Strong troubleshooting and problem-solving skills.
• Experience with Windows 10/11 environments.
• Familiarity with AD/Group Policy and Microsoft 365.
• Experience with ITSM tools and ITIL processes.

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 and desktops.
• 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 and device provisioning.
• Log and track incidents in the ITSM ticketing system (ServiceNow).
• Collaborate with L3 teams and vendors on complex issues.

Skills

Windows OS

Active Directory

Microsoft 365

ITIL

Networking basics

Troubleshooting

ServiceNow

Education

Tools

ServiceNow

Group Policy

Azure AD

Job description

We're looking for a motivated L2 IT Support Deskside Technician to join our IT team and provide hands-on technical support. If you enjoy solving real problems, working directly with people, and keeping technology running smoothly - this role is for you.

What you'll do

• 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

What we're looking for

• 1+ years of experience in an IT support or helpdesk role (L1/L2)
• Solid understanding of Windows 10/11 environments
• Hands-on experience with Active Directory, Group Policy, and Microsoft 365
• Familiarity with networking fundamentals (TCP/IP, DNS, DHCP, VPN)
• Experience working with ITSM tools and following ITIL processes
• Strong troubleshooting skills and attention to detail

Join us in delivering high-quality IT support!