This website uses cookies to ensure you get the best experience.

Omexom UK and our selected partners use cookies and similar technologies (together “cookies”) that are necessary to present this website, and to ensure you get the best experience of it. If you consent to it, we will also use cookies for analytics purposes.

See our Cookie Policy to read more about the cookies we set.

You can withdraw and manage your consent at any time, by clicking “Manage cookies” at the bottom of each website page.

Select which cookies you accept

On this site, we always set cookies that are strictly necessary, meaning they are necessary for the site to function properly.

If you consent to it, we will also set other types of cookies. You can provide or withdraw your consent to the different types of cookies using the toggles below. You can change or withdraw your consent at any time, by clicking the link “Manage Cookies”, which is always available at the bottom of the site.

To learn more about what the different types of cookies do, how your data is used when they are set etc, see our Cookie Policy.

These cookies are necessary to make the site work properly, and are always set when you visit the site.

Vendors Teamtailor

These cookies collect information to help us understand how the site is being used.

Vendors Teamtailor
Skip to main content
Omexom UK career site
Head Office · Belfast

IT Technical Support Specialist


Job Title

Senior IT Technical Support Specialist

Location

Belfast

Department

IT

Reports to

IT Service Desk Manager

Role Purpose

The Senior IT Technical Support Specialist provides advanced support, acting as a technical escalation point for the Service Desk and projects. The role diagnoses complex issues, contributes to problem management, investigates new technologies, and supports the continual improvement of IT services.

The role also includes mentorship and guidance for Technical Support Specialists, ensuring technical quality, knowledge sharing, and alignment with ITIL best practice.

Key Responsibilities

Advanced Technical Support

  • Act as an escalation point for complex or high-impact incidents.

  • Work as part of a team to implement new software and technologies.

  • Investigate and diagnose advanced hardware, software, and networking issues.

  • Perform root-cause analysis and contribute to Problem Management activities.

  • Own and resolve persistent or recurring issues.

Mentorship & Team Development

  • Provide day-to-day guidance and coaching to IT Technical Support Specialists.

  • Support onboarding and training of new team members.

  • Review tickets for quality, accuracy, and adherence to SLAs.

Solutions Investigation & Continuous Improvement

  • Evaluate new tools, technologies, and processes that could improve service delivery.

  • Support testing and implementation of new systems or upgrades.

  • Lead improvements to knowledge base content and technical SOPs.

Service Desk Operations Support

  • Assist the Service Desk Manager during major incidents.

  • Contribute to performance reporting, trend analysis, and service improvement planning.

  • Support the refinement of ITIL processes (Incident, Problem, Knowledge).

Stakeholder & Vendor Coordination

  • Work closely with business teams to understand recurring issues and service needs.

  • Liaise with external suppliers and partners for escalated technical issues.

Skills & Competencies

  • Strong understanding of ITIL processes and service operations.

  • Proven experience in 2nd/3rd line technical support.

  • Advanced troubleshooting skills across Windows, O365, networking, and enterprise apps.

  • Ability to coach and mentor junior team members.

  • Excellent communication and problem-solving skills.

  • Ability to manage complex priorities in a dynamic environment.

Desirable Experience & Qualifications

  • ITIL Foundation certification or willingness to obtain.

  • Industry-recognised technical certification (e.g., CompTIA Network+, Microsoft, Cisco).

  • Experience supporting enterprise environments and cloud-based platforms.

Closing Date: 19.02.2026

Department
Head Office
Locations
Belfast
Head Office · Belfast

IT Technical Support Specialist

Loading application form

Applicant tracking system by Teamtailor