Level 2 Service Desk Engineer

At Camlin we push technological boundaries, unlock the potential of data, and deliver a vital and measurable impact on the world through securing the energy and transport systems that underpin it. With a relentless focus on customer performance, we are transforming and optimising the essential infrastructure that powers and connects us, turning possibilities into progress every day.

Founded in 2008 with a small team of visionary engineers, Camlin Group has evolved into a powerhouse of innovation in the energy and rail sectors. Starting from beginnings in Northern Ireland, we quickly expanded our expertise in engineering solutions for critical infrastructures. Over the years, we have achieved significant milestones, including the development of award-winning products like Pan Vue and LineSIGHT, and substantial growth in global presence.

Innovation has always been in Camlin’s DNA. Today we employ over 600 talented professionals and operate across 21 cities in 17 countries. From our headquarters in Lisburn to operations in Europe, North America, Asia, Middle East and beyond, we serve a diverse range of customers in the energy and rail industries. This extensive network allows us to provide tailored solutions that meet regional needs, while our distributor focused Partner Success Programme invites ambitious collaborators to join us in expanding our impact.

Role Description

The Service Desk Engineer (Level
2) provides advanced second‑line support across corporate IT services, combining ITIL 4 service management discipline with strong hands‑on systems and infrastructure expertise. The role is responsible for incident resolution, problem investigation, service restoration, and continual improvement, while acting as a technical escalation point for Level 1 and a bridge to Level 3 or specialist teams. This position plays a critical role in service stability, security, and operational maturity across cloud and on‑premise environments.

The ideal candidate will be primarily responsible for our support of our Endpoints, Office 365, SharePoint, E-mail, Teams, AD and Applications, and their integration with the rest of our infrastructure. You will be working alongside the small, existing team but will be expected to bring additional knowledge and experience to aid the growth and expansion of the company. This position is based in Lisburn but may require occasional visits to our other offices and participation in the on-call rotation.

Responsibilities

• Act as second‑line support for incidents and service requests escalated from Level 1.

• Restore normal service operation in line with agreed SLAs and OLAs.

• Maintain end‑to‑end ownership of assigned tickets through to resolution, including vendor escalation.

• Communicate progress and resolution clearly to technical and non‑technical stakeholders.

Technical Support & Engineering

• Provide advanced support across OS, Microsoft 365, identity and access management, networking, and core business applications.

• Troubleshoot and maintain high‑availability systems in cloud and physical environments.

• Perform system maintenance activities including patching, upgrades, monitoring, and proactive health checks.

• Support secure system configuration aligned with ISO 27001 controls.

• Work with project teams to transition new solutions into operational support.

• Perform root cause analysis and contribute to Problem Management activities.

• Support Change Enablement including impact assessment, testing, and post‑change validation.

• Identify trends, recurring issues, and automation opportunities.

• Actively contributes to continual service improvement initiatives aligned to ITIL 4.

Knowledge, Documentation & Standards

• Create and maintain accurate technical documentation,…