Service Desk Engineer – Level 2

About the Role

Nitec Solutions Limited is seeking an experienced, motivated and solutions-driven Level 2 Service Desk Engineer. The successful candidate will resolve technical issues, maintain and improve infrastructure, support security controls, and deliver an excellent service to customers. This role suits a well-rounded Level 2 engineer who is interested in security, wants to deepen that capability over time, and understands how cloud, identity, endpoint, network and infrastructure decisions affect one another.

This is a hands-on technical support role with meaningful exposure to security work across client environments. It is not a dedicated cyber security position.

The role is based at our office in Antrim and is eligible for hybrid working arrangements, subject to business and customer requirements. Applicants must have the legal right to work in the United Kingdom. Visa sponsorship is not available for this role.

Role Purpose

• Provide effective Level 2 technical support across a varied MSP and multi-client environment.
• Apply a security-aware approach to diagnosis, remediation, configuration, change and ongoing support.
• Grow towards deeper capability in agreed security technologies while retaining broad technical knowledge.
• Contribute to cross departmental working between support, infrastructure, projects and security by considering the whole customer solution.

Key Responsibilities

Technical Support and Ticket Ownership

• Act as an escalation point for Level 1 engineers, providing guidance and helping to resolve more complex incidents and service requests.
• Provide remote and on-site support for desktops, servers, networks, cloud services and business applications.
• Take ownership of assigned incidents, service requests and changes through to resolution, with clear updates and accurate time and technical records.
• Troubleshoot hardware, software, identity, connectivity and performance issues across a wide range of customer environments.
• Perform root cause analysis and implement permanent or preventative fixes for recurring problems.
• Escalate appropriately while remaining engaged in the resolution and supporting effective handover.

Microsoft, Infrastructure and Networking

• Support and administer Microsoft 365, Exchange Online, SharePoint, Teams, Entra ID, Azure and Intune-related services.
• Manage Active Directory, Group Policy, user accounts, access permissions and related identity processes.
• Install, configure, patch and maintain endpoints, servers, applications, hardware and peripheral equipment.
• Support networking technologies including LAN/WAN, VLANs, TCP/IP, DNS, DHCP, VPNs, firewalls, switches and wireless services.
• Work with virtualisation, backup, monitoring, remote management and security platforms used across Nitec customer environments.

Security-Focused Technical Delivery

• Apply security best practice as part of day-to-day technical work, including least privilege, secure configuration, endpoint protection, MFA, patching and Zero Trust principles.
• Triage and resolve appropriate security-related tickets received through the Service Desk, seeking senior or specialist support where required.
• Assist with security alerts and investigations by gathering evidence, documenting actions and supporting containment or remediation under agreed processes.
• Support identity and access controls, device compliance, web and email security, firewall rules, secure remote access and administrative elevation workflows.
• Identify vulnerabilities, configuration weaknesses or unsupported technology and raise clear, practical recommendations.
• Contribute to security improvement work and customer projects, including implementation, transition into support and post-change checks.
• Consider the wider technical impact of security changes, and the security impact of technical changes, to avoid isolated fixes that create problems elsewhere.
• Promote security awareness through accurate documentation, knowledge sharing and practical guidance to colleagues and customers.

Service Improvement and Collaboration

• Use monitoring and management tools proactively, responding to alerts and taking preventative action where appropriate.
• Document solutions, processes, known errors and technical knowledge to improve team capability and future resolution times.
• Collaborate with Level 3 engineers, technical leads, security-focused colleagues and project teams on changes, upgrades and deployments.
• Mentor and support Level 1 colleagues through clear guidance, coaching and knowledge sharing.
• Contribute to a culture where people work together across teams, using their skills and expertise to meet customer needs, rather than being limited by traditional team boundaries.

Essential Skills and Experience

• Demonstrable experience operating at Level 2 in IT support, ideally within an MSP or multi-client environment.
• Strong working knowledge of Windows desktop and server operating systems.
• Practical experience supporting Microsoft 365, Exchange Online, Teams, SharePoint and Entra ID.
• Sound understanding of networking fundamentals and structured troubleshooting.
• Experience taking ownership of technical issues and communicating progress clearly to customers and colleagues.
• A security-aware mindset and a genuine interest in building deeper capability in cyber security.
• Ability to balance secure practice with service continuity, usability and wider technical impact.
• Excellent written and verbal communication, prioritisation, documentation and customer-service skills.
• Valid UK driving licence, access to a reliable car and business-use insurance.

Desirable Experience

• Experience with Microsoft Defender, Intune, Sentinel or comparable endpoint, identity or SIEM platforms.
• Experience in the configuration, management, and troubleshooting of firewalls, networking components, security software, backup, monitoring, or remote management platforms' Exposure to incident investigation, vulnerability remediation, security controls or Cyber Essentials / ISO 27001-aligned environments.
• PowerShell or other scripting and automation experience.
• Level 4 qualification or higher in IT, technology, networking or cyber security.

Professional Development

The postholder will be expected to maintain and develop both their technical and cyber security capability and knowledge. Development may include structured training, vendor certifications, mentoring, practical exposure, vendor learning and knowledge-sharing activity. Further details will be provided to the successful candidate as part of their performance appraisals.

The Person We Are Looking For

• A capable mid-level engineer who enjoys solving technical problems and taking work through to completion.
• Interested in security but not seeking an immediately specialised or security-only role.
• Curious, humble and willing to learn, unlearn and ask for support when needed.
• Able to see the full customer environment rather than viewing infrastructure, cloud, networking and security in isolation.
• Proactive in sharing knowledge and helping create a stronger security mindset across Technical Services.

What We Offer

• Salary range of £27,000 to £36,000, depending on experience, capability and qualifications.
• 23 days’ annual leave plus 10 statutory days.
• Private medical insurance, including remote GP services in line with the applicable scheme.
• 5% company pension contribution.
• Home broadband and mobile phone allowances.
• Death in Service benefit.
• Salary sacrifice schemes, including pension, electric vehicle and cycle to work.
• Company bonus and salary review arrangements, subject to company rules and performance.
• Supported learning, certification and practical exposure across technical and security work.

This is a Level 2 technical engineering role with an integrated security focus. It is not a dedicated Cyber Security Engineer position, and security work will form part of a broader portfolio of Service Desk, customer support and project responsibilities. Exposure to security work will grow in line with capability, training, customer demand and business needs.

Pay: £28,000.00-£36,000.00 per year

Benefits:

• Additional leave
• Bereavement leave
• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Enhanced maternity leave
• Enhanced paternity leave
• Free parking
• On-site parking
• Private medical insurance
• Sick pay
• Work from home

Work Location: In person