The Level 2/3 Engineer role is a generalised support role in which the role is a mixture of dealing with support request tickets via ConnectWise PSA and Automate, escalated tickets from L1 team members or delegated by the service desk manager. The L2/L3 Support Engineer undertakes diagnosis and troubleshooting for intermediate to complex level issues, and actions basic customer and team member requests. The role requires excellent problem-solving skills, a proactive approach to issue resolution, and the ability to handle a high volume of tickets while maintaining quality and efficiency.
Responsibilities:
Proactively perform L2/L3 tickets for customer systems.Perform service desk tickets logged in Autotask PSA including but not limited to:Log, maintain, and complete IT support tickets via the internal help desk platform.Administration of users and groups within Active Directory.Prepare, deploy, and maintain IT equipment.Troubleshooting 3rd party applications.Network diagnostics and VLAN creation.Assist in documentation management and updating processes and procedures.Ensure work is carried out in the most efficient manner without jeopardising quality.Manage ticket queue effectively ensuring a strong focus on client outcomes.Record actions in Autotask PSA to accurately capture notes.Propose enhancements to systems and workflows to drive efficiency.
To be successful in this role, you will have:
Required Experience/SkillsExperience / Background / Technical Skills5+ years of experience in an IT support or helpdesk desk role.Strong troubleshooting skills: strategic problem solver.Experience with remote desktop tools and ticketing systems.Ability to explain technical issues to non-technical users in a clear and friendly manner.Experience with networking products highly regarded.
Tools – EssentialConnectWise PSAConnectWise AutomateIT GlueM365 Admin ConsoleM365 knowledge
Desirable Skills / KnowledgeRelevant industry certifications such as: Microsoft and/or AzureFamiliarity or exposure to networking products is highly regardedExperience with Sophos products
Professional SkillsStrong verbal and written communication skillsExcellent customer service skills with a user-focused approachAbility to multitask and manage time effectively in a fast-paced environmentStrong problem-solving and troubleshooting abilitiesAbility to work well in a small collaborative team whilst having the ability to work independentlyYou are an individual interested in a long-term role, eager to train, develop, and grow with the team, and capable of training new members as they join
