L2/L3 Support Engineer

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/Skills
• Experience / Background / Technical Skills
• 5+ 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 – Essential
• ConnectWise PSA
• ConnectWise Automate
• IT Glue
• M365 Admin Console
• M365 knowledge
• Desirable Skills / Knowledge
• Relevant industry certifications such as: Microsoft and/or Azure
• Familiarity or exposure to networking products is highly regarded
• Experience with Sophos products
• Professional Skills
• Strong verbal and written communication skills
• Excellent customer service skills with a user-focused approach
• Ability to multitask and manage time effectively in a fast-paced environment
• Strong problem-solving and troubleshooting abilities
• Ability to work well in a small collaborative team whilst having the ability to work independently
• You 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