L2 Engineer

Location: Antrim

Role Overview As a Level 2 IT Support Engineer, youll be responsible for providing advanced technical assistance to a range of clients, acting as both a trusted advisor and a key escalation point within the support team. What Youll Be Doing Serve as a main point of contact for more complex technical issues, assisting customers via phone, email, and on-site visits.

Support and guide Level 1 engineers, offering mentoring and solutions for escalated incidents. Deliver both remote and in-person support across desktops, servers, networks, cloud platforms, and business applications. Diagnose and resolve hardware and software issues across varied customer environments. Install, configure, and maintain IT infrastructure including devices, operating systems, and applications. Administer and support Microsoft 365, Azure, Entra , Exchange Online, SharePoint, and Teams.

Manage Active Directory, group policies, and user lifecycle processes. Proactively monitor client systems, respond to alerts, and perform preventative maintenance. Implement and advise on cybersecurity measures such as endpoint protection, MFA, patching, and Zero Trust principles. Handle service tickets efficiently, ensuring incidents, requests, and changes are resolved within agreed SLAs. Create and maintain detailed technical documentation to support consistency and knowledge sharing.

Conduct root cause analysis to deliver long-term fixes and improve system reliability. Work alongside senior engineers and project teams to deliver infrastructure upgrades and implementations. Provide exceptional customer service with a professional and approachable attitude. Stay current with new technologies and maintain relevant technical certifications. About You Youll thrive in this role if you are:
Experienced in IT support (typically 25 years), ideally within a managed service or multi-client environment. Confident working with Windows operating systems and the Microsoft 365 ecosystem. Knowledgeable in core networking concepts including TCP/IP, DNS, DHCP, VLANs, VPNs, and firewalls. Familiar with virtualization platforms (e.g. Hyper-V), backup tools, monitoring solutions, and security technologies. Security-conscious with a methodical approach to troubleshooting and problem-solving.

Highly organized, with strong prioritization and time management abilities. An excellent communicator with strong written and verbal skills. Proactive, detail-driven, and comfortable taking initiative on technical challenges. Enthusiastic about learning and continuous professional growth. Required Experience 25 years experience in an IT Support or Service Desk role. Proficient with Windows OS and Microsoft 365 administration (Exchange Online, SharePoint, Teams, Entra ).

Full UK driving licence, reliable vehicle, and appropriate business insurance. Desirable

Skills & Qualifications Level 4 or higher qualification in IT or a related field. Microsoft certifications (e.g. MS-900, AZ-900, MD-102, MS-102). Experience working with security and network tools such as Watch Guard, HP Aruba, or Mimecast. For more information, please contact Alice Armstrong at Hayward Hawk.

Skills:

M365 Azure Entra Exchange MSP experience