Level 2 Service Desk Engineer (Security Focus)
A hands-on Level 2 role in an established Managed Service Provider, resolving escalated support issues across multiple clients with a firm foot in security, based in Antrim on a hybrid basis, paying £27,000 to £36,000 depending on experience.
About the Company
Our client is an established Managed Service Provider and HP partner, working mainly across the Microsoft stack. Their service desk is the largest team in the business, at around 30 people, and handles both day-to-day support and a growing amount of security work, with most customers working towards Cyber Essentials and Cyber Essentials Plus and a growing number looking at ISO27001. A colleague has recently moved into a full-time security role, and this hire brings a strong Level 2 engineer into the desk to fill that seat.
The Role
This is a service desk role with integrated security exposure, not a dedicated cyber security position. Most of your time will be spent owning Level 2 tickets across a varied, multi-client environment and acting as an escalation point for Level 1 colleagues. Alongside that, you will respond to security alerts and help deliver and maintain security policies and frameworks for customers, with your security exposure growing in line with your capability and training. Security strategy is set by an established leadership team, so your focus is on delivering what has been agreed. Support is mostly remote, but you will also go on site to fix what can't be fixed remotely and to deploy switches, wireless and PCs as part of smaller projects.
Key Responsibilities
- Own incidents, service requests and changes through to resolution, with clear updates and accurate records.
- Act as an escalation point for Level 1 engineers, helping to resolve more complex issues and coaching them along the way.
- Support and administer Microsoft 365, Exchange Online, Teams, SharePoint, Entra ID, Azure and Intune, alongside Active Directory and Group Policy.
- Troubleshoot desktops, servers, networks and business applications across a wide range of customer environments, finding the root cause of recurring problems.
- Respond to EDR and Microsoft Defender alerts from customer sites and end-user devices, gathering evidence and supporting containment under agreed processes.
- Help implement and maintain security policies and controls for customers, mostly Cyber Essentials and Cyber Essentials Plus.
- Travel to client sites to resolve issues and to deploy switches, wireless and PCs as part of project work.
- Document solutions, processes and known errors to improve the team's knowledge and resolution times.
- Work with Level 3 engineers, security colleagues and project teams on changes, upgrades and deployments.
What You'll Need
- Demonstrable experience operating at Level 2 in IT support is essential, and the single most important thing we are looking for. A very strong Level 1 engineer who is already working at Level 2 standard will also be considered.
- Practical experience supporting Microsoft 365, Exchange Online, Teams, SharePoint and Entra ID is essential.
- Strong working knowledge of Windows desktop and server is essential.
- A sound understanding of networking fundamentals, including VLANs and working with network hardware, and structured troubleshooting is essential. Experience with HPE networking is an advantage.
- A security-aware mindset and a genuine interest in building your security capability, without wanting a security-only role, is essential.
- Clear ownership of technical issues, with excellent written and verbal communication, documentation and customer service, is essential.
- Experience in a Managed Service Provider or multi-client environment is highly advantageous. In-house IT candidates who want to move into a faster, multi-client environment will also be considered.
- Experience with Microsoft Defender, Intune, Sentinel or comparable endpoint, identity or SIEM platforms is highly advantageous.
- Exposure to incident investigation, vulnerability remediation or Cyber Essentials / ISO 27001 aligned environments is a strong advantage.
- Experience configuring and troubleshooting firewalls, backup, monitoring or remote management platforms is desirable.
- PowerShell or other scripting and automation experience is desirable.
- A Level 4 qualification or higher in IT, networking or cyber security is desirable.
- If you came into IT through a career change programme, at least two years of established work experience in an organisation is essential. Programme lab work does not count towards this.
- A valid UK driving licence, access to a reliable car and business-use insurance are essential, as the role includes travel to client sites with equipment.
Why Apply?
- Build real security experience, from alert response to Cyber Essentials delivery, while staying rooted in hands-on service desk work.
- Supported learning, vendor certifications and mentoring across both technical and security work.
- Hybrid working once you are settled in, typically four days from home and one day in the Antrim office, on a flexible rotating shift pattern of 8 to 4, 9 to 5 or 10 to 6 with very little overtime.
- Salary of £27,000 to £36,000 depending on experience, capability and qualifications, plus company bonus and salary review arrangements.
- 23 days' annual leave plus 10 statutory days, private medical insurance, 5% company pension and death in service benefit.
- Home broadband and mobile phone allowances, plus salary sacrifice schemes for pension, electric vehicles and cycle to work.
- Join the largest team in the business, led by an experienced service desk manager who is still hands-on.
Note For Applicants
All candidates must be currently residing in NI and have full UK Right to Work. Visa Sponsorship for this role is not provided.
Interested?
For a confidential conversation about the role, contact Jordan Madden at
