Level 2 IT Service Desk Engineer — Cloud & On-Prem Support

Rippling, Inc.; Lisburn; On-site; GBP 30,000 - 40,000; Full time

Job summary

Camlin Group in Lisburn is seeking a Service Desk Engineer (Level 2) to provide advanced second‑line IT support across corporate services, combining ITIL 4 discipline with hands‑on systems expertise.

You will handle incidents, problem investigations, service restoration, and improvements, supporting Endpoints, Office 365, SharePoint, Email, Teams, AD and applications within hybrid cloud and on‑prem environments.

Qualifications

• Proven experience in a Level 2 IT support or service desk role.
• Strong troubleshooting capability across Windows and Microsoft 365.
• Experience using ITSM tools such as Jira Service Management or ServiceNow.
• Solid understanding of ITIL 4 principles and practices.
• Strong communication skills with the ability to explain technical issues clearly
• Experience supporting environments of 200+ users.
• Exposure to Azure and/or AWS.
• Experience with Linux systems and virtualization platforms.
• Experience operating in an ISO 27001-aligned environment.
• Familiarity with Agile ways of working.

Responsibilities

• Act as second‑line support for incidents and service requests escalated from Level 1.
• Restore normal service operation in line with agreed SLAs and OLAs.
• Maintain end‑to‑end ownership of assigned tickets through to resolution, including vendor escalation.
• Communicate progress and resolution clearly to technical and non‑technical stakeholders.
• Provide advanced support across OS, Microsoft 365, identity and access management, networking, and core business applications.
• Troubleshoot and maintain high‑availability systems in cloud and physical environments.
• Perform system maintenance activities including patching, upgrades, monitoring, and proactive health checks.
• Support secure system configuration aligned with ISO 27001 controls.
• Work with project teams to transition new solutions into operational support.
• Perform root cause analysis and contribute to Problem Management activities.
• Support Change Enablement including impact assessment, testing, and post‑change validation.
• Identify trends, recurring issues, and automation opportunities.
• Actively contributes to continual service improvement initiatives aligned to ITIL 4.
• Document system changes, fixes, and known errors to support Level 1 and wider IT teams.
• Ensure services are operated in compliance with information security policies and ISO 27001.

Skills

Windows

Microsoft 365

ITIL 4

ISO 27001 awareness

Strong communication

Tools

Jira Service Management

ServiceNow

Azure

AWS

Linux

Job description

Camlin Group in Lisburn is seeking a Service Desk Engineer (Level 2) to provide advanced second‑line IT support across corporate services, combining ITIL 4 discipline with hands‑on systems expertise.

You will handle incidents, problem investigations, service restoration, and improvements, supporting Endpoints, Office 365, SharePoint, Email, Teams, AD and applications within hybrid cloud and on‑prem environments.