2nd Line Service Desk Engineer

TL;DR

2nd Line Service Desk Engineer (Microsoft 365/Azure): Resolve escalated IT queries and incidents across Microsoft 365, Entra ID, Azure, SharePoint Online, and related infrastructure with an accent on end-to-end ticket ownership and troubleshooting critical issues. Focus on maintaining fit-for-purpose solutions, coordinating with third parties, and supporting Belfast users with on-site and remote (1 day/week) service desk coverage.

Location: Belfast office (4 days/week in the office, 1 day/week working from home)

Company

hirify.global is a fast-growing professional services advisory firm supporting clients across pensions, employee benefits, and wealth advisory.

What you will do

• Act as the primary point of contact for Belfast users and provide on-site technical support.
• Resolve complex, escalated issues across hirify.global IT systems, taking end-to-end ownership of tickets and keeping users informed.
• Support and administer Microsoft 365 components including SharePoint Online and SaaS-based applications.
• Collaborate with the Service Desk Technical Lead and Infrastructure Manager to address issues across Azure, Entra ID, Exchange Online, and virtual machine environments.
• Assist with documentation and maintain the Service Desk Knowledgebase.
• Work with other IT teams and stakeholders to improve efficiency and participate in continuous improvement.

Requirements

• Previous experience in a technical second-line support role.
• Strong analytical skills and a creative approach to problem solving under pressure.
• Knowledge of the Microsoft stack, including Entra ID, Azure, SharePoint Online, M365, Exchange Online, and third-party backup solutions.
• Experience with Windows 11 endpoints, Apple mobile devices, and Windows Server 2019+.
• Working knowledge of TCP/IP, DNS, DHCP, firewalls, switches, and wireless access points.
• Experience using an ITSM/service desk system (e.g., Freshdesk, Zendesk, Halo, or Jira Service Management).

Nice to have

• Hands-on administration experience with Secure Web Gateway technologies (e.g., Zscaler or Global Secure Access).
• Experience managing Windows updates, driver updates, and firmware updates across a fleet of Windows 11 devices.
• Experience managing a Cisco Meraki network.
• Exposure to Jira and Confluence for project and knowledge management.

Culture & Benefits

• Hybrid work model: 4 days/week in the Belfast office and 1 day/week working from home.
• Training and development to expand skills and explore different career paths.
• Continuous improvement culture across the Service Desk and wider IT teams.
• Supportive environment with a focus on accountability and high performance.

Hiring process

• Recruitment process includes interviews and evaluation of technical support experience and problem-solving approach.
• Reasonable adjustments can be requested during the recruitment process.