Level 2 Service Desk Engineer

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

Incident & Service Request Management

• 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.

Problem, Change & Continual Improvement

• 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, procedures, and knowledge base articles.
• Document system changes, fixes, and known errors to support Level 1 and wider IT teams.
• Ensure services are operated in compliance with information security policies and ISO 27001. 5

Operational Responsibilities

• Participate in on‑call and out‑of‑hours support rotas as required.
• Support multi‑site operations, with occasional travel where necessary.
• Collaborate closely with IT Operations, Infrastructure, Security (ISMS), Software Engineering and other teams.
• To carry out any other reasonable duties consistent with the role’s responsibilities and the needs of the IT function and wider organisation.

Skills & Experience

Essential

• Proven experience in a Level 2 IT support or service desk role.
• Strong troubleshooting capability across Windows and Microsoft 365.
• Experience using ITSM tools such as Jira Service Management or ServiceNow.
• Solid understanding of ITIL 4 principles and practices.
• Strong communication skills with the ability to explain technical issues clearly

Desirable

• Experience supporting environments of 200+ users.
• Exposure to Azure and/or AWS.
• Experience with Linux systems and virtualization platforms.
• Experience operating in an ISO 27001‑aligned environment.
• Familiarity with Agile ways of working.

Our Values

• We work together
• We believe in people
• We won’t accept the ‘way it has always been done’
• We listen to learn
• We’re trying to do the right thing

Equal Employment Opportunity Statement

Individuals seeking employment at Camlin are considered without regards to race, colour, religion, national origin, age, sex, marital states, ancestry, physical or mental disability, gender identity or sexual orientation.

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