Level 2 Support Engineer

Reperio Human Capital Ltd; Belfast City District; Hybrid; GBP 32,000 - 54,000; Full time

Benefits offered by this job

Remote/occasional on-site work

Job summary

Reperio Human Capital Ltd. is seeking a Level 2 Support Engineer for a growing MSP to handle escalated incidents across Microsoft 365, Azure, and networking. You will provide hands-on, remote and occasional on-site support for a diverse client base in a fast-paced environment.

You will troubleshoot, document steps, and collaborate on infrastructure projects while advancing toward more advanced cloud work and certifications. Prior experience in MSPs and strong customer communication are essential.

Qualifications

• Experience in an MSP environment.
• Microsoft 365 / Office 365 administration knowledge.
• Microsoft Azure administration experience.
• Strong networking fundamentals (LAN/WAN/VPN).
• Windows Server, Active Directory, DNS, DHCP experience.
• Experience with ITSM ticketing tools (ConnectWise Manage/Automate).
• Excellent troubleshooting and customer service skills.
• Firewall configuration experience (SonicWall or equivalent).
• Exposure to Hyper-V virtualization.
• Azure Administrator AZ-104 cert or in progress.

Responsibilities

• Provide 2nd line technical support across a diverse client base.
• Manage and resolve escalated incidents and service requests via ITSM.
• Maintain SLA/KPI targets with strong ticket prioritisation.
• Administer and support Microsoft 365 (Exchange Online, SharePoint, Teams, Entra ID).
• Support Azure infrastructure—VMs, storage, Entra ID/Azure AD.
• Troubleshoot LAN/WAN, VPNs, routing and switching, firewall issues.
• Support Windows Server environments, AD, DNS, DHCP.
• Escalate complex issues to 3rd line with clear documentation.
• Deliver excellent customer service and communication with stakeholders.
• Contribute to small infrastructure projects and upgrades.

Skills

MSP experience

Microsoft 365 / Office 365

Microsoft Azure

Networking fundamentals

Windows Server / AD / DNS / DHCP

ITSM ticketing tools

Troubleshooting

Customer service

Firewall configuration

Hyper-V virtualization

Azure AZ-104 target

Backup & DR

Tools

ConnectWise Manage/Automate

SonicWall firewall

Job description

Level 2 Support Engineer - Managed Services (Azure / M365 / Networking)

The Role

We're recruiting on behalf of a growing Managed Service Provider (MSP) for an experienced Level 2 Support Engineer to join their technical support team. This is a great opportunity for someone with a solid MSP background who's comfortable working across Microsoft 365, Azure, and networking technologies in a fast-paced, multi-client environment.

You'll be the go‑to for escalated tickets that Level 1 can't resolve, providing hands‑on technical support across a varied client base while building toward more advanced infrastructure and cloud work.

What You'll Be Doing

• Providing 2nd line technical support (remote and occasional on‑site) across a diverse portfolio of clients
• Managing and resolving escalated incidents, problems, and service requests via the ITSM ticketing platform
• Working to and helping maintain SLA/KPI targets, with strong ticket prioritisation
• Administering and supporting Microsoft 365 (Exchange Online, SharePoint, Teams, Entra ID)
• Supporting Azure infrastructure - VMs, storage, networking basics, and Azure AD/Entra ID administration
• Troubleshooting LAN/WAN connectivity, VPNs, routing/switching, and firewall issues
• Supporting Windows Server environments, Active Directory, DNS, and DHCP
• Escalating complex issues to 3rd line where required, with clear documentation
• Delivering excellent customer service and clear communication with client stakeholders
• Contributing to small infrastructure projects and upgrades alongside day-to-day support

What We're Looking For

• Proven experience working within an MSP (Managed Service Provider) environment
• Solid working knowledge of Microsoft 365 / Office 365 administration
• Practical experience with Microsoft Azure (VMs, storage, Entra ID/Azure AD)
• Strong networking fundamentals - LAN, WAN, VPN, routing and switching
• Experience with Windows Server, Active Directory, DNS, DHCP
• Confident using ITSM/ticketing tools (. ConnectWise Manage/Automate or similar)
• Excellent troubleshooting and problem-solving skills
• Strong customer service skills and the ability to communicate clearly with non-technical stakeholders
• Firewall configuration experience (SonicWall or equivalent)
• Exposure to Hyper-V virtualisation
• Microsoft Certified: Azure Administrator (AZ-104) or working toward it
• Experience with backup and disaster recovery solutions
• Willingness to participate in an out-of-hours support rota

Why Apply

This is a strong step-up opportunity for a Level 1/2 engineer looking to deepen their Azure and networking exposure, or an established Level 2 engineer looking for a more varied, cloud-forward MSP client base. You'll get genuine progression toward Level 3 and cloud infrastructure work, with support toward relevant Microsoft certifications.

Level 2 Support Engineer Belfast, County Antrim, Northern Ireland