2nd Line Service Desk Engineer

Who We Are

Spector was established in 2002 to solve a straightforward problem: businesses deserved better IT support than what was on offer. More than 23 years later, that principle hasn't changed.

We help business leaders take control of their technology with clarity and confidence. We don't just react to problems. We build a roadmap that aligns IT with business goals, so our clients can focus on what they do best.

Our approach is simple: Simplify, Standardise, Secure. We put people first. Whether it's a team member with a simple question or a CEO dealing with a business-critical issue, we put ourselves in their shoes and own it until the right outcome is achieved. That mindset drives our high client retention and attracts the kind of clients we want to work with.

The Role

Our clients rely on us to keep their business running. Our 1st line team handles a lot of that day to day. When an issue needs more depth, it comes to you.

You'll be a key escalation point on our service desk. You'll own the more complex tickets across a varied client base, find the root cause, and see them through to resolution.

You'll build broad, hands-on experience across Microsoft 365, Azure, security, networking and backup, working with a range of clients rather than one environment. Alongside support, you'll help shape how the team works. We'll back you with certifications and a clear route to progress as we grow.

What Success Looks Like

Within your first six months, you will:

• Know our clients' environments well and handle escalations confidently on your own.
• Resolve tickets within our commitments to clients, with clear notes and documentation.

Within your first year, you will:

• Be a go-to person for the 1st line team, helping them fix more issues first time.
• Have added to our knowledge base, so fixes are repeatable rather than reinvented.
• Be spotting recurring issues and helping fix the root cause, not just the symptom.

How We'll Measure It

We'll agree specific targets together. Typical measures will include:

• Response and resolution times against our commitments to clients.
• Client satisfaction.
• Quality of ticket notes and documentation.
• Contribution to the knowledge base and support for 1st line.

Is This You?

This is a hands-on technical role. You'll have solid experience supporting clients, ideally at an MSP. You'll be comfortable switching between clients, issues and priorities in the same day.

This role is a strong fit if you:

• Own the problem. Once a ticket is yours, you see it through.
• Can explain technical issues clearly to people who aren't technical.
• Stay calm and organised when things get busy.
• Want to know why something broke, not just how to make it go away.
• Enjoy learning and sharing what you learn with the team.

It's probably not the right fit if:

• You'd rather work on one environment than across many clients.
• You prefer to pass problems on rather than own them through to resolution.
• You're looking for a pure infrastructure role with no client-facing support.

What You'll Do

Support

• Provide 2nd line support by phone, email, remote session and on site when needed.
• Take ownership of tickets escalated from 1st line and resolve them within our commitments to clients.
• Support small client projects, such as user onboarding, device rollouts and Microsoft 365 migrations.

Microsoft 365 and Cloud

• Support and administer Microsoft 365, including Exchange Online, Teams, SharePoint, OneDrive, Entra ID and Intune.
• Support client workloads in Azure.

Infrastructure and Networking

• Support Windows and Mac devices, Windows Server, Active Directory and Group Policy.
• Troubleshoot LAN, WAN, Wi-Fi, firewalls, switches, VLANs and VPNs.
• Support virtualised environments on VMware and Hyper-V.

Security and Backup

• Manage and monitor security tools, including endpoint protection, MFA, email security and device encryption.
• Install and manage backup and BCDR solutions, and support disaster recovery.

Team and Clients

• Mentor 1st line colleagues and share knowledge across the team.
• Keep accurate ticket notes and contribute to the knowledge base.
• Build strong relationships with the clients you support.

You'll work with ConnectWise as our core service management platform, alongside the RMM, security and backup tools that power our delivery.

Why Spector

We've always believed in a win/win approach for our staff and our clients. We invest in our people and we back them to do great work. The team here is experienced, supportive, and focused on the right things.

You'll get the feel of a small, close-knit team, with the backing of Lyra Technology Group and its wider cyber security, AI and automation capabilities. We'll support you towards Microsoft and security certifications, and there are clear routes to progress as we grow.

We protect people and business technology so our clients can focus on growing their businesses without the fear of downtime or cyber threats. If that sounds like work worth doing, we'd like to hear from you.

What You'll Bring

Essential

• At least 2 years' experience in an MSP environment.
• Strong Microsoft 365 administration skills.
• Solid experience with Windows 10/11, Windows Server, Active Directory and Group Policy.
• Good networking knowledge, including TCP/IP, DNS, DHCP, VLANs, VPNs and firewalls.
• Experience supporting Azure.
• Virtualisation experience with VMware or Hyper-V.
• Experience installing and managing security, backup and BCDR solutions.
• Experience with ticketing and RMM tools.
• Ability to explain technical issues clearly to non-technical users.
• Full right to work in Ireland.

Preferred

• Experience with ConnectWise.
• Sophos experience.
• Microsoft certifications, such as MS-102, MD-102, AZ-900 or AZ-104.
• Networking or security certifications, such as CCNA, Network+ or Security+.
• A Higher Diploma or equivalent qualification.
• A full driving licence.

The Details

• Salary: up to €45,000 depending on experience
• Pension and private healthcare
• Training and support towards Microsoft and security certifications
• Reports to the Operations Manager
• Location: Dublin 1, hybrid working