The Company

There is a point in an IT support career where following somebody else's troubleshooting guide stops being enough. You know enough to work out why something has broken, you are comfortable moving between Microsoft, networking and infrastructure, and when a ticket lands in your queue you would rather own it than find somewhere else to send it.

That is roughly where this business needs you.

Our client operates a Managed Services environment supporting customers across a broad range of technologies. The support structure runs from Level 1 through to Level 3 and specialist engineering resources, with Level 2 sitting in the middle: technical enough to take on the harder problems, but still close enough to customers to understand what those problems are actually stopping them from doing.

They are not looking for somebody who has spent years specialising in one corner of IT. They need an MSP all-rounder who is comfortable moving between Microsoft 365, networking, infrastructure, endpoint management and general troubleshooting across multiple customer environments.

The Role

Working within the ICT Managed Services team and reporting to the Managed Services Team Lead, the Level 2 ICT Support Engineer takes ownership of complex issues and tickets that cannot be resolved at Level 1.

Some will be Microsoft 365 problems. Others might involve hardware, software, networking or broader infrastructure. The common thread is that you are expected to troubleshoot properly, communicate with the customer and see the issue through, escalating to Level 3 or the appropriate technical team when required.

It is a hands-on support role and deliberately so. Alongside escalated tickets, you will monitor customer systems, assist with deployments, maintain technical documentation and help Level 1 Engineers develop their own troubleshooting capability.

Duties will include, but not be limited to:

• Providing second-line support for complex hardware, software and network issues
• Taking ownership of escalated issues from Level 1 and escalating to Level 3 or relevant technical teams when required
• Diagnosing and resolving technical problems while minimising disruption to customers
• Supporting and administering Microsoft 365 tenants
• Working across networking, infrastructure and endpoint technologies
• Communicating proactively with customers throughout the resolution of technical issues
• Monitoring customer systems and networks to identify potential issues
• Assisting with project deployments and technical delivery
• Maintaining accurate ticket notes, resolutions and follow-up actions
• Contributing technical documentation and solutions to the knowledge base
• Providing guidance, training and support to Level 1 Engineers
• Working towards contracted SLAs and maintaining accurate time and utilisation records
• Contributing to improvements across Managed Services processes and ways of working
• These responsibilities reflect the Level 2 accountabilities set out in the position description.

The Company

There is a point in an IT support career where following somebody else's troubleshooting guide stops being enough. You know enough to work out why something has broken, you are comfortable moving between Microsoft, networking and infrastructure, and when a ticket lands in your queue you would rather own it than find somewhere else to send it.

That is roughly where this business needs you.

Our client operates a Managed Services environment supporting customers across a broad range of technologies. The support structure runs from Level 1 through to Level 3 and specialist engineering resources, with Level 2 sitting in the middle: technical enough to take on the harder problems, but still close enough to customers to understand what those problems are actually stopping them from doing.

They are not looking for somebody who has spent years specialising in one corner of IT. They need an MSP all-rounder who is comfortable moving between Microsoft 365, networking, infrastructure, endpoint management and general troubleshooting across multiple customer environments.

The Role

Working within the ICT Managed Services team and reporting to the Managed Services Team Lead, the Level 2 ICT Support Engineer takes ownership of complex issues and tickets that cannot be resolved at Level 1.

Some will be Microsoft 365 problems. Others might involve hardware, software, networking or broader infrastructure. The common thread is that you are expected to troubleshoot properly, communicate with the customer and see the issue through, escalating to Level 3 or the appropriate technical team when required.

It is a hands-on support role and deliberately so. Alongside escalated tickets, you will monitor customer systems, assist with deployments, maintain technical documentation and help Level 1 Engineers develop their own troubleshooting capability.

Duties will include, but not be limited to:

• Providing second-line support for complex hardware, software and network issues
• Taking ownership of escalated issues from Level 1 and escalating to Level 3 or relevant technical teams when required
• Diagnosing and resolving technical problems while minimising disruption to customers
• Supporting and administering Microsoft 365 tenants
• Working across networking, infrastructure and endpoint technologies
• Communicating proactively with customers throughout the resolution of technical issues
• Monitoring customer systems and networks to identify potential issues
• Assisting with project deployments and technical delivery
• Maintaining accurate ticket notes, resolutions and follow-up actions
• Contributing technical documentation and solutions to the knowledge base
• Providing guidance, training and support to Level 1 Engineers
• Working towards contracted SLAs and maintaining accurate time and utilisation records
• Contributing to improvements across Managed Services processes and ways of working
• These responsibilities reflect the Level 2 accountabilities set out in the position description.