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.