2nd Line Service Desk Engineer

About the Role

2nd Line Service Engineer

Isio's IT Service Desk team work diligently to support the company's 1,500+ employees across our 10 locations.

The 2nd Line Service Desk Engineer will be responsible for dealing with queries and issues across Isio’s IT systems. To resolve technical issues escalated from the first line engineers, and to provide a point of contact for our users based in Belfast.

The following areas may be involved but are not limited to: Microsoft 365; Secure Web Gateway; Microsoft Entra; Virtual Machines; Microsoft Intune; Autopilot; Azure Virtual Desktops; Network Issues (Cisco Meraki); SOC Incidents; SharePoint Online & SaaS-based apps.

The role requires resolving critical issues and ensuring Isio’s solutions are always fit-for-purpose and meet or exceed expectations. The role also involves maintaining a liaison with third parties and communicating with the wider Isio organisation.

This role is based in our Belfast office, requiring 4 days a week in the office, and one day per week working from home.

What does the role entail?

• Provide the Service Desk primary point of contact for users on-site at the Belfast office, along with on-site technical support.
• Support a growing user base of around 1,500+ pension-oriented employees and support staff via telephone, service desk, and MS Teams communications.
• Work with the Service Desk Technical Lead and the Infrastructure Manager to resolve complex queries and issues relating to Isio’s IT applications.
• Assist with the upskilling of other IT staff members to ensure issues and queries can be resolved before being escalated to the 2nd line engineers.
• Work closely with other IT teams and wider Isio stakeholders to resolve issues and improve efficiencies across the organisation.
• Assist with the administration and configuration of SharePoint Online.
• Produce and review documentation to help maintain the Service Desk Knowledgebase.
• Take end-to-end ownership of tickets to ensure issues are resolved swiftly and users are kept informed through the entire process.
• Actively participate in a culture of continuous improvement across the Service Desk and the wider IT teams.

What we’re looking for?

Essential

• Excellent communication and customer service skills.
• Excellent planning & organisational skills.
• Ability to work independently and under pressure with minimal or no supervision.
• Microsoft qualifications around M365 and Azure, or equivalent experience.
• Previous experience in a technical second-line support role.
• Strong analytical skills and a creative approach to problem solving.
• Knowledge of the Microsoft stack, including Entra ID, Azure, SharePoint Online, M365, Exchange Online and 3rd party backup solutions.
• Experience with Windows 11 endpoints, Apple mobile devices, and Windows Server 2019+.
• An ability to work with security in mind in approach to all fixes.
• A working knowledge of TCP/IP, DNS, DHCP, Firewalls, Switches, and Wireless Access Points.
• Experience working with a service desk or ITSM system such as Freshdesk, Zendesk, Halo, or Jira Service Management.

Desirable

• Hands on experience with administration of Secure Web Gateway technologies (Web Filter, Web Firewall, IPS/IDS), such as ZScaler or Global Secure Access.
• Experience managing Windows updates, driver updates, and firmware updates across a wide fleet of Windows 11 devices.
• Experience managing a Cisco Meraki powered network.
• Exposure to Jira and Confluence for project and knowledge management.

Why Join Isio

Isio is a fast-growing professional services business, that offers career development through an evolving client base, diverse and meaningful work, nationwide opportunities, and a culture that rewards high performance and accountability.

We hold ourselves to the highest standards and our values guide how we advise our clients, how we operate as a business and how we work together as a team. We call it the Isio Attitude. We encourage our people to be bold, to communicate with conviction, and to deliver advice that matters.

Here, growth brings opportunity - more responsibility, more clients, and work that stretches and develops you. We invest in training and development so you can expand your skills and explore different career paths across diverse markets to make your mark. Isio is a place to realise your potential and build a career with impact. You can find out more about Isio and the benefits we offer on our career's website Isio - Careers & Benefits.

About Isio

A progressive advisory firm, partnering with clients of all si