About the Role
Indicom Business Technology Services is looking for a Technical Support Engineer to join our team at Abbey Enterprise Park in Newtownabbey. You will provide technical assistance to business customers, investigate hardware and software issues, and ensure that users can access reliable and secure technology services.
This position is suited to a technically capable and customer-focused professional who can diagnose problems, explain solutions clearly, and manage several support requests at the same time. You will work with service desk colleagues, systems administrators, network engineers, external suppliers, and client representatives to resolve incidents and maintain service quality.
Key Responsibilities
- Provide first-line and second-line technical support to business users.
- Diagnose and resolve hardware, software, network, and user-access issues.
- Respond to support requests received by telephone, email, remote-support tools, and the ticketing system.
- Install, configure, and maintain laptops, desktop computers, monitors, printers, and mobile devices.
- Support Microsoft Windows, Microsoft 365, Outlook, Teams, and other common business applications.
- Create and manage user accounts, permissions, distribution lists, and password resets.
- Troubleshoot internet connectivity, Wi-Fi, virtual private network, and local network issues.
- Record incidents, actions taken, solutions, and user communications accurately.
- Prioritise support requests according to urgency, business impact, and service-level requirements.
- Escalate complex incidents to senior engineers or specialist teams when necessary.
- Support employee onboarding and offboarding by preparing equipment and managing system access.
- Perform routine software updates, security checks, and device-maintenance activities.
- Maintain an accurate inventory of company and client technology equipment.
- Prepare troubleshooting guides, technical procedures, and knowledge-base articles.
- Follow up with users to confirm that problems have been fully resolved.
- Identify recurring technical issues and recommend long-term improvements.
What We Are Looking For
- At least 2–3 years of experience in IT support, technical support, service desk operations, or a similar role.
- Practical experience supporting Microsoft Windows and Microsoft 365 environments.
- Good understanding of computer hardware, operating systems, business applications, and peripheral devices.
- Basic knowledge of networking concepts, including TCP/IP, DNS, DHCP, Wi-Fi, and virtual private networks.
- Experience using ticket-management or IT service-management systems.
- Ability to diagnose technical problems through structured questioning and investigation.
- Strong customer-service and communication skills.
- Ability to explain technical information clearly to non-technical users.
- Excellent organisation and attention to detail.
- Ability to prioritise several incidents while meeting service-level targets.
- Strong written and spoken English.
- A qualification in information technology, computer science, networking, or a related discipline is preferred.
Preferred Skills
- Experience with Microsoft Entra ID, Active Directory, or similar identity-management platforms.
- Familiarity with Intune or other device-management systems.
- Knowledge of endpoint security, antivirus software, and access-control practices.
- Experience supporting remote and hybrid employees.
- Familiarity with cloud-based backup and collaboration platforms.
- Knowledge of ITIL principles and incident-management processes.
- CompTIA A+, Network+, Microsoft, or another relevant technical certification.
- Experience working for a managed service provider or supporting multiple business clients.
- Basic understanding of PowerShell or other administrative scripting tools.
- Experience with hardware procurement, asset tracking, and equipment lifecycle management.
Mindset
You are patient, methodical, and focused on finding the underlying cause of a technical problem rather than applying only a temporary solution. You remain calm when users are frustrated and communicate clearly throughout the support process.
You take responsibility for incidents from initial report through resolution, maintain accurate records, and ask for assistance when escalation is necessary. You are also curious about new technology and continuously improve your technical knowledge.
Pay: £38,000.00-£40,000.00 per year
Work Location: In person
