Job Description

Job Summary

Nitec Solutions Limited is seeking an experienced, motivated, and solutions-driven Level 2 Service Desk Engineer to join our team. You'll play a key role in supporting our clients by resolving technical issues, maintaining IT infrastructure, and delivering exceptional customer service.

This is a hands-on role working across a variety of technologies and environments, providing both remote and on-site support. The ideal candidate will have a genuine interest in IT, be proactive, and thrive on problem-solving, finding satisfaction in closing tickets, mentoring Level 1 colleagues, and contributing to client success.

This role is based at our office in Antrim and is eligible for hybrid working arrangements (up to 4 days from home). Applicants must have the legal right to work in the United Kingdom, as visa sponsorship is not available for this role.

We also ask that you complete the following monitoring form

https://forms.office.com/e/HMf3L9ieiU

We monitor the community background and sex of our job applicants and employees in order to demonstrate our commitment to promoting equality of opportunity in employment and to comply with our duties under the Fair Employment & Treatment (NI) Order 1998. You are not obliged to answer the questions on this form and you will not suffer any penalty if you choose not to do so.

Key Responsibilities

As a Level 2 Service Desk Engineer, your responsibilities will include:

Being a first point of contact for advanced technical support, engaging with clients via phone, electronically, or in person. Acting as an escalation point for Level 1 engineers, providing guidance and helping solve complex technical issues. Provide remote and on-site support for desktops, servers, networks, cloud services, and business applications. Troubleshooting hardware and software issues across a wide range of environments. Installing, configuring, patching, and maintaining hardware, software, and peripheral equipment. Supporting and administering Microsoft 365, Entra ID, Azure, Exchange Online, SharePoint, and Teams. Managing Active Directory, group policies, and user accounts. Monitoring client systems proactively, responding to alerts, and taking preventative measures as needed. Advising and implementing cybersecurity best practices (endpoint protection, MFA, patch management, Zero Trust, etc.). Managing service requests, incidents, and changes using our ticketing system within agreed SLAs. Document solutions, processes, and technical knowledge to improve team effectiveness. Performing root cause analysis and implementing permanent fixes for recurring problems. Collaborating with Level 3 engineers and project teams on infrastructure upgrades and deployments. Delivering solutions in a professional, friendly, and approachable manner. Maintaining and pursuing industry-relevant certifications to stay current with evolving technologies.

Ideal Candidate

We're looking for someone who is:

Experienced (2-5 years in IT support, ideally in an MSP or multi-client environment). Proficient in Windows desktop/server OS and the full Microsoft 365 suite. Knowledgeable in networking concepts (LAN/WAN, VLANs, TCP/IP, DNS, DHCP, VPNs, firewalls, switches). Familiar with virtualization (e.g. Hyper-V), backup solutions, monitoring tools, and security platforms. Cybersecurity-aware, with strong troubleshooting and problem-solving skills. Organised, with excellent time management and prioritisation skills. An effective communicator - both written and verbal - with strong interpersonal skills. Proactive, detail-oriented, and capable of taking ownership of tasks and projects. Passionate about continuous learning and professional development.

Qualifications & Experience

Essential:

2-5 years' experience in a Service Desk or IT Support role. Proficiency with Windows operating systems. Strong working knowledge of Microsoft 365 (Exchange Online, SharePoint, Teams, Entra ID). Valid UK driver's licence, reliable car, and business cover insurance.

Preferred:

Level 4 qualification (or higher) in IT/Technology. Microsoft certifications (e.g. MS-900, AZ-900, MD-102, MS-102). Experience with WatchGuard, HPE/HP Aruba, and Mimecast products.

What We Offer

At Nitec, we provide a supportive and engaging work environment that helps you thrive. You'll benefit from:

Salary: 27,500 - 33,000 (depending on experience and qualifications). Benefits package, including: 23 days annual leave + 10 statutory days. Private Medical Insurance (including GP appointments by phone/video). 5% company pension contribution. Home broadband & mobile phone allowances. Death in Service Benefit. Salary sacrifice schemes (pension, EV car, cycle to work). Company bonus and annual salary adjustments (performance dependent).
Job Type: Full-time

Pay: 27,500.00-33,000.00 per year

Benefits:

Bereavement leave Casual dress Company pension Cycle to work scheme Free parking On-site parking Private medical insurance Sick pay Work from home
Application question(s):

I am currently residing in, or will in the next two weeks be residing in Northern Ireland. Will you now or in the future require sponsorship for employment visa status?
Work authorisation:

United Kingdom (required)
Work Location: Hybrid remote in Antrim BT41 1QS