Level 2 Support Engineer – Managed Services (Azure / M365 / Networking)
The Role
We’re recruiting on behalf of a growing Managed Service Provider (MSP) for an experienced Level 2 Support Engineer to join their technical support team. This is a great opportunity for someone with a solid MSP background who’s comfortable working across Microsoft 365, Azure, and networking technologies in a fast-paced, multi-client environment.
You’ll be the go‑to for escalated tickets that Level 1 can’t resolve, providing hands‑on technical support across a varied client base while building toward more advanced infrastructure and cloud work.
What You’ll Be Doing
- Providing 2nd line technical support (remote and occasional on‑site) across a diverse portfolio of clients
- Managing and resolving escalated incidents, problems, and service requests via the ITSM ticketing platform
- Working to and helping maintain SLA/KPI targets, with strong ticket prioritisation
- Administering and supporting Microsoft 365 (Exchange Online, SharePoint, Teams, Entra ID)
- Supporting Azure infrastructure – VMs, storage, networking basics, and Azure AD/Entra ID administration
- Troubleshooting LAN/WAN connectivity, VPNs, routing/switching, and firewall issues
- Supporting Windows Server environments, Active Directory, DNS, and DHCP
- Escalating complex issues to 3rd line where required, with clear documentation
- Delivering excellent customer service and clear communication with client stakeholders
- Contributing to small infrastructure projects and upgrades alongside day-to-day support
What We’re Looking For
- Proven experience working within an MSP (Managed Service Provider) environment
- Solid working knowledge of Microsoft 365 / Office 365 administration
- Practical experience with Microsoft Azure (VMs, storage, Entra ID/Azure AD)
- Strong networking fundamentals – LAN, WAN, VPN, routing and switching
- Experience with Windows Server, Active Directory, DNS, DHCP
- Confident using ITSM/ticketing tools (. ConnectWise Manage/Automate or similar)
- Excellent troubleshooting and problem-solving skills
- Strong customer service skills and the ability to communicate clearly with non-technical stakeholders
- Firewall configuration experience (SonicWall or equivalent)
- Exposure to Hyper-V virtualisation
- Microsoft Certified: Azure Administrator (AZ-104) or working toward it
- Experience with backup and disaster recovery solutions
- Willingness to participate in an out-of-hours support rota
Why Apply
This is a strong step-up opportunity for a Level 1/2 engineer looking to deepen their Azure and networking exposure, or an established Level 2 engineer looking for a more varied, cloud-forward MSP client base. You’ll get genuine progression toward Level 3 and cloud infrastructure work, with support toward relevant Microsoft certifications.
Level 2 Support Engineer Belfast, County Antrim, Northern Ireland
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