IT & Application Support Engineer

Company: Mandon Software (part of the ICW Group)

We’re looking for an IT & Application Support Engineer to join our Belfast office and provide first-class IT and application support across the business.

This is a hands-on role for someone who enjoys solving problems, learning systems in depth, and helping people get their work done without friction. You’ll support both general IT and our core insurance applications, including MPACS, MPORT, and Smart Surv.

If you like variety, ownership, and becoming the “go-to” person for support done properly, this role will suit you well.

• Providing day-to-day IT support via tickets, email, and phone
• Troubleshooting hardware, software, and connectivity issues
• Supporting Microsoft 365 including Outlook, Teams, SharePoint, and One Drive
• Managing user accounts, access, licences, password resets, and MFA
• Setting up laptops and equipment for new starters and role changes
• Supporting MPACS, MPORT, and Smart Surv applications
• Running basic SQL queries to investigate issues and provide data
• Maintaining document templates and application setup
• Escalating issues clearly to developers and keeping users informed
• Working with third-party IT providers where needed

• Minimum of 2 years’ experience in a 1st line IT or application support role
• Comfortable supporting Microsoft 365 in a business environment
• Logical, methodical approach to troubleshooting
• Clear communicator who can explain technical issues simply
• Willingness to learn business-critical applications in depth
• Basic SQL knowledge is essential
• Organised, reliable, and takes ownership of issues

Experience with insurance systems or line-of-business applications is useful but not essential. Training will be provided.

• A stable, growing software business with long-term customers
• Real responsibility and the chance to become an expert in key systems
• Supportive team environment with room to develop
• Clear expectations and ownership, not constant firefighting

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