Level 2 Support Engineer

Location: Belfast - Onsite Salary: £30,000 - £35,000 Type: Permanent, Full-Time

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

Essential:

• 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 (e.g. 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

Desirable:

• 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.

Interested? Apply now or get in touch for a confidential conversation about the role.

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