2nd Line Service Desk Engineer
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2nd Line Service Engineer
Isio's IT Service Desk team work diligently to support the company's 1,500+ employees across our 10 locations.
The 2nd Line Service Desk Engineer will be responsible for dealing with queries and issues across Isio’s IT systems. To resolve technical issues escalated from the first line engineers, and to provide a point of contact for our users based in Belfast.
The following areas may be involved but are not limited to: Microsoft 365; Secure Web Gateway; Microsoft Entra; Virtual Machines; Microsoft Intune; Autopilot; Azure Virtual Desktops; Network Issues (Cisco Meraki); SOC Incidents; SharePoint Online & SaaS-based apps.
The role requires resolving critical issues and ensuring Isio’s solutions are always fit-for-purpose and meet or exceed expectations. The role also involves maintaining a liaison with third parties and communicating with the wider Isio organisation.
This role is based in our Belfast office, requiring 4 days a week in the office, and one day per week working from home.
What does the role entail?
Provide the Service Desk primary point of contact for users on-site at the Belfast office, along with on-site technical support.
Support a growing user base of around 1,500+ pension-oriented employees and support staff via telephone, service desk, and MS Teams communications.
Work with the Service Desk Technical Lead and the Infrastructure Manager to resolve complex queries and issues relating to Isio’s IT applications.
Assist with the upskilling of other IT staff members to ensure issues and queries can be resolved before being escalated to the 2nd line engineers.
Work closely with other IT teams and wider Isio stakeholders to resolve issues and improve efficiencies across the organisation.
Assist with the administration and configuration of SharePoint Online.
Produce and review documentation to help maintain the Service Desk Knowledgebase.
Take end-to-end ownership of tickets to ensure issues are resolved swiftly and users are kept informed through the entire process.
Actively participate in a culture of continuous improvement across the Service Desk and the wider IT teams.
What we’re looking for?
Essential
Excellent communication and customer service skills.
Excellent planning & organisational skills.
Ability to work independently and under pressure with minimal or no supervision.
Microsoft qualifications around M365 and Azure, or equivalent experience.
Previous experience in a technical second-line support role.
Strong analytical skills and a creative approach to problem solving.
Knowledge of the Microsoft stack, including Entra ID, Azure, SharePoint Online, M365, Exchange Online and 3rd party backup solutions.
Experience with Windows 11 endpoints, Apple mobile devices, and Windows Server 2019+.
An ability to work with security in mind in approach to all fixes.
A working knowledge of TCP/IP, DNS, DHCP, Firewalls, Switches, and Wireless Access Points.
Experience working with a service desk or ITSM system such as Freshdesk, Zendesk, Halo, or Jira Service Management.
Desirable
Hands on experience with administration of Secure Web Gateway technologies (Web Filter, Web Firewall, IPS/IDS), such as ZScaler or Global Secure Access.
Experience managing Windows updates, driver updates, and firmware updates across a wide fleet of Windows 11 devices.
Experience managing a Cisco Meraki powered network.
Exposure to Jira and Confluence for project and knowledge management.
Why Join Isio
Isio is a fast-growing professional services business, that offers career development through an evolving client base, diverse and meaningful work, nationwide opportunities, and a culture that rewards high performance and accountability.
We hold ourselves to the highest standards and our values guide how we advise our clients, how we operate as a business and how we work together as a team. We call it the Isio Attitude. We encourage our people to be bold, to communicate with conviction, and to deliver advice that matters.
Here, growth brings opportunity - more responsibility, more clients, and work that stretches and develops you. We invest in training and development so you can expand your skills and explore different career paths across diverse markets to make your mark. Isio is a place to realise your potential and build a career with impact. You can find out more about Isio
About Isio
A progressive advisory firm, partnering with clients of all sizes to deliver expertise in pensions, employee benefits and wealth advisory services.
Working with pension trustees, employers, individuals, families and their offices, we are supported by talented colleagues across 10 UK offices. With a Big 4 heritage we combine a strong focus on quality with a fresh perspective challenging traditional thinking.
Our culture shapes our work; we foster a supportive environment where we develop our people to grow and fulfil their potential. We invest in our services, products and technology, and provide clear, expert solutions for our clients. This brings clarity, confidence, and better outcomes for everyone.
At Isio, we are committed to fostering an inclusive, equitable and diverse workplace, in which our colleagues feel they belong, regardless of background or difference. We uphold the values of respect, fairness, and inclusion in our actions and decisions. We believe that by adhering to these principles, we will create a stronger, more innovative, and supportive environment for all, as well as ensuring that the advice and support we provide to our clients is more creative, more insightful and leaves a lasting impact.
We can offer a hybrid, flexible approach to work, supporting a work-life balance that works for you. Isio Group is an equal opportunities employer, and we welcome applications from all suitably qualified candidates.
If you think you may require a reasonable adjustment to be made for any reason at any stage of your recruitment process, please ask us hrrecruitment@ISIO.com