Information Technology Support Engineer

2nd Line Support Technician – Northern Ireland

Our client is a fast-growing and well-established business providing best-in-class IT support services to clients across the hospitality sector. They’re now looking for a highly motivated and experienced 2nd Line Support Technician to join their dynamic team.

This is a fantastic opportunity to advance your career in a fast-paced environment that values your input, invests in your development, and offers long-term progression.

The Role

As a 2nd Line Support Technician, you’ll be the go-to escalation point for the 1st Line team, handling a wide range of support needs across IT systems, networks, and hospitality-specific technologies. You’ll work with everything from POS and PMS systems to Wi-Fi and back-office infrastructure, ensuring client operations run smoothly 24/7.

Key Responsibilities

• Deliver advanced technical support via phone, remote tools, and occasional site visits.
• Troubleshoot and resolve issues with Windows servers, networks, desktops, and hospitality-focused systems.
• Escalate complex cases to 3rd line or vendor support when needed.
• Configure and maintain network hardware – switches, routers, firewalls, and wireless solutions.
• Keep accurate documentation of client environments, resolutions, and assets.
• Assist with onboarding, audits, migrations, and client handovers.
• Support project deployments including POS, PMS, and Wi-Fi upgrades.
• Mentor 1st Line Technicians and contribute to internal knowledge base.
• Participate in an on-call rota for emergency out-of-hours support.

What We’re Looking For

Essential:

• 2+ years in a similar 2nd Line Support or MSP environment.
• Strong Windows troubleshooting (Windows 10/11, Server 2016–2022).
• Good grasp of networking fundamentals (TCP/IP, DNS, DHCP, VLANs, firewalls, VPNs).
• Experience with Microsoft 365 (Exchange, SharePoint, Teams, Azure AD).
• Comfortable using RMM tools, ticketing systems, and remote desktop software.
• Excellent communication and time management skills.
• Based in Northern Ireland.
• Full driving licence and valid passport (travel across NI and ROI required).

Desirable:

• Experience with hospitality systems like Opera, Micros, RoomMaster, or Guestline.
• Knowledge of guest Wi-Fi platforms, VoIP, or CCTV systems.
• Relevant certifications (CompTIA Network+, Microsoft MCP/MD-102, Cisco CCNA).
• Background in an ITIL-based support environment.

Package

• Salary: £30,000 – £33,000 DOE
• Bonuses: On-call and performance bonuses up to £3,000/year
• Holidays: 25 days + bank holidays
• Hours: Monday to Friday, 8am–5pm