IT Support Engineer

MCS Group | Your Specialist Recruitment Consultancy; Belfast City District; On-site; GBP 30,000 - 35,000; Full time

Benefits offered by this job

Structured training

Birthday off

Company pension

Life assurance

Health plan

Volunteer days

Cycle-to-work

Employee events

Job summary

MCS Group is seeking a skilled 2nd Line Support Engineer to join their Belfast service desk. You will handle incidents across hardware, software, cloud and infrastructure, working as a true escalation point for 1st line teams.

You’ll troubleshoot across Microsoft 365, Windows Server, virtualization, networking and security while maintaining ticket records and SLAs. On-site visits may be required; strong customer service is essential.

Qualifications

• Experience in a 2nd line IT support role.
• Strong MS 365 knowledge (Exchange Online, Teams, OneDrive, SharePoint).
• Experience supporting Windows Server environments.
• Strong troubleshooting across Azure, Intune, Hyper-V/VMware, networking, security.
• Excellent customer service and communications skills.

Responsibilities

• Provide 2nd line IT support across hardware, software, cloud and infrastructure technologies.
• Act as escalation point for 1st line engineers.
• Take ownership of incidents and manage to resolution within SLAs.
• Troubleshoot Microsoft 365, Windows Server, virtualization, networking and security issues.
• Maintain accurate ticket records and communicate progress to customers.
• Escalate complex issues when required.
• On-site support at customer locations as needed.
• Share knowledge and contribute to team development.

Skills

2nd line IT support

Microsoft 365

Windows Server

Troubleshooting

Customer service

Driving licence

Tools

Exchange Online

Teams

OneDrive

SharePoint

Azure

Intune

Hyper-V

VMware

Fortinet

SonicWall

Microsoft Defender

Webroot

Sophos

SAN

NAS

SQL Server

Job description

Northern Ireland | £30,000-£35,000 | Permanent MCS Group is delighted to be partnering with an established technology services provider as they seek an experienced 2nd Line Support Engineer to join their growing service desk team. This is an excellent opportunity for a technically strong support professional who enjoys troubleshooting varied infrastructure issues, taking ownership of incidents and delivering a high standard of service across a diverse customer base.

The Role

• Provide 2nd line support across hardware, software, cloud and infrastructure technologies.
• Act as an escalation point for 1st line engineers.
• Take ownership of incidents and manage them through to resolution within agreed SLAs.
• Troubleshoot issues across Microsoft 365, Windows Server, virtualisation, networking and security.
• Maintain accurate ticket records and communicate progress clearly to customers.
• Escalate complex technical or operational issues when required.
• Provide occasional on-site support at customer locations.
• Share technical knowledge and contribute to the continued development of the wider support team.

What You'll Need

• Previous experience in a 2nd line IT support position.
• Strong knowledge of Microsoft 365, including Exchange Online, Teams, OneDrive and SharePoint.
• Experience supporting Windows Server environments.
• Strong troubleshooting skills across several of the following:
  • Azure
  • Intune and mobile device management
  • Hyper-V or VMware
  • Exchange
  • Networking, managed switches and VLANs
  • Fortinet or SonicWall firewalls
  • Microsoft Defender, Webroot or Sophos
  • SAN and NAS storage
  • SQL Server
• A proactive, hands-on approach to technical problem-solving.
• Excellent customer service and communication skills.
• The ability to manage competing incidents within SLA timeframes.
• Previous experience within a managed service provider would be advantageous.
• A clean UK driving licence, access to your own vehicle and business-use insurance.

What's on Offer?

• Salary of £30,000-£35,000, depending on experience.
• Structured technical training and career development.
• 23 days' annual leave plus bank holidays and your birthday off.
• Option to purchase additional annual leave.
• Company pension and life assurance.
• Health cash plan and employee assistance programme.
• Two paid volunteering days each year.
• Cycle-to-work, electric vehicle and technology schemes.
• Regular company social events and employee recognition initiatives.