Level 2 Service Desk Engineer (Microsoft 365)

Location: Lisburn, United Kingdom. The role is based in Lisburn, includes occasional visits to other offices, multi-site support, and participation in an on-call rotation.

Company

hirify.global develops engineering solutions and technology products for critical energy and rail infrastructure, including data-driven systems that improve the performance and security of essential networks.

What you will do

• Provide second-line support for incidents and service requests escalated from Level 1, maintaining ticket ownership through resolution.
• Support Windows, Microsoft 365, endpoints, SharePoint, email, Teams, identity and access management, networking, and core business applications.
• Troubleshoot and maintain high-availability systems across cloud and physical environments, including patching, upgrades, monitoring, and health checks.
• Perform root cause analysis, support change enablement, and identify recurring issues and automation opportunities.
• Create technical documentation, procedures, and knowledge base articles for Level 1 and wider IT teams.
• Collaborate with IT Operations, Infrastructure, Security, Software Engineering, vendors, and project teams when transitioning new solutions into support.

Requirements

• Proven experience in a Level 2 IT support or service desk role.
• Strong troubleshooting skills across Windows and Microsoft 365.
• Experience with ITSM tools such as Jira Service Management or ServiceNow.
• Solid understanding of ITIL 4 principles and practices.
• Strong communication skills and the ability to explain technical issues clearly to technical and non-technical stakeholders.
• Willingness to participate in on-call and out-of-hours support rotas.

Nice to have

• Experience supporting environments with more than 200 users.
• Exposure to Azure or AWS.
• Experience with Linux systems and virtualization platforms.
• Experience in an ISO 27001-aligned environment.
• Familiarity with Agile ways of working.

Culture & Benefits

• Work within a small existing IT team supporting a growing and expanding organization.
• Contribute to service stability, security, operational maturity, and continual service improvement.
• Collaborate across IT Operations, Infrastructure, Security, Software Engineering, and project teams.
• Support multi-site operations with occasional travel to other offices.