IT Support Deskside Technician

bid.agency; Belfast City District; 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 keep technology running smoothly. You will provide second-level support for hardware, software, and network issues, with hands-on troubleshooting of Windows endpoints and devices.

You will manage Active Directory and Microsoft 365 access, assist with onboarding/offboarding, and log incidents in ServiceNow while collaborating with L3 teams and vendors on complex problems.

Qualifications

• 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.

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

Windows 10/11

Active Directory

Microsoft 365

Networking basics

ITIL processes

ITSM tools

Tools

ServiceNow

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!