IT Technical Support Specialist

Omexom UK; Belfast City District; On-site; GBP 32,000 - 52,000; Full time

Job summary

Omexom UK is seeking an IT Technical Support Specialist to provide advanced support as an escalation point for complex incidents and to mentor junior technicians within the IT Service Desk. You will help implement new software, diagnose complex networking issues, and contribute to problem management and knowledge base improvements.

The role emphasizes strong ITIL understanding, stakeholder coordination, and continuous service improvement in a dynamic environment in Belfast.

Qualifications

• Experience in 2nd/3rd line IT support and incident management.
• Strong knowledge of ITIL processes and service operations.
• Advanced troubleshooting across Windows, O365, networking, and enterprise apps.
• Ability to coach and mentor junior team members.
• Excellent communication and problem-solving skills.
• Ability to manage complex priorities in a dynamic environment.

Responsibilities

• Act as an escalation point for complex or high-impact incidents.
• Work as part of a team to implement new software and technologies.
• Investigate and diagnose advanced hardware, software, and networking issues.
• Perform root-cause analysis and contribute to Problem Management activities.
• Own and resolve persistent or recurring issues.
• Provide day-to-day guidance and coaching to IT Technical Support Specialists.
• Support onboarding and training of new team members.
• Review tickets for quality, accuracy, and adherence to SLAs.
• Evaluate new tools, technologies, and processes that could improve service delivery.
• Support testing and implementation of new systems or upgrades.
• Lead improvements to knowledge base content and technical SOPs.
• Assist the Service Desk Manager during major incidents.
• Contribute to performance reporting, trend analysis, and service improvement planning.
• Support the refinement of ITIL processes (Incident, Problem, Knowledge).
• Work closely with business teams to understand recurring issues and service needs.
• Liaise with external suppliers and partners for escalated technical issues.

Skills

ITIL processes

2nd/3rd line support

Troubleshooting Windows

Troubleshooting O365

Networking

Enterprise apps

Coaching & mentoring

Communication

Priority management

Education

ITIL Foundation

Industry certifications (CompTIA Network+/Microsoft/Cisco)

Job description

Job Title: IT Technical Support Specialist

Location: Belfast
Department: IT
Reports to: IT Service Desk Manager

Role Purpose

The IT Technical Support Specialist provides advanced support, acting as a technical escalation point for the Service Desk and projects. The role diagnoses complex issues, contributes to problem management, investigates new technologies, and supports the continual improvement of IT services.

The role also includes mentorship and guidance for Technical Support Specialists, ensuring technical quality, knowledge sharing, and alignment with ITIL best practice.

Key Responsibilities

Advanced Technical Support

• Act as an escalation point for complex or high‑impact incidents.

• Work as part of a team to implement new software and technologies.

• Investigate and diagnose advanced hardware, software, and networking issues.

• Perform root‑cause analysis and contribute to Problem Management activities.

• Own and resolve persistent or recurring issues.

Mentorship & Team Development

• Provide day‑to‑day guidance and coaching to IT Technical Support Specialists.

• Support onboarding and training of new team members.

• Review tickets for quality, accuracy, and adherence to SLAs.

Solutions Investigation & Continuous Improvement

• Evaluate new tools, technologies, and processes that could improve service delivery.

• Support testing and implementation of new systems or upgrades.

• Lead improvements to knowledge base content and technical SOPs.

Service Desk Operations Support

• Assist the Service Desk Manager during major incidents.

• Contribute to performance reporting, trend analysis, and service improvement planning.

• Support the refinement of ITIL processes (Incident, Problem, Knowledge).

Stakeholder & Vendor Coordination

• Work closely with business teams to understand recurring issues and service needs.

• Liaise with external suppliers and partners for escalated technical issues.

Skills & Competencies

• Strong understanding of ITIL processes and service operations.

• Proven experience in 2nd/3rd line technical support.

• Advanced troubleshooting skills across Windows, O365, networking, and enterprise apps.

• Ability to coach and mentor junior team members.

• Excellent communication and problem‑solving skills.

• Ability to manage complex priorities in a dynamic environment.

Desirable Experience & Qualifications

• ITIL Foundation certification or willingness to obtain.

• Industry‑recognised technical certification (e.g., CompTIA Network+, Microsoft, Cisco).

• Experience supporting enterprise environments and cloud‑based platforms.