The Level 2/3 Engineer role is a generalized support role in which the role is a mixture of dealing with support request tickets via Freshdesk and N-Central RMM, 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. If our values match yours, you'll fit right in. We promote open and friendly communication with our team. We also highly regard someone that is eager to expand their technical skills and grow with the team.
The Level 2/3 Engineer role is a generalized support role in which the role is a mixture of dealing with support request tickets via Freshdesk and N-Central RMM, 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. If our values match yours, you'll fit right in. We promote open and friendly communication with our team. We also highly regard someone that is eager to expand their technical skills and grow with the team.
Responsibilities:
Proactively perform L2/L3 tickets for customer systems.Perform service desk tickets logged in Freshdesk including but not limited to:o Log, maintain, and complete IT support tickets via the internal help desk platform.o Administration of users and groups within Active Directory.o Prepare, deploy, and maintain IT equipment.o Troubleshooting 3rd party applications.o 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 ticketing system to accurately capture notes.Propose enhancements to systems and workflows to drive efficiency.To be successful in this role, you will have;
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 Unifi and Sophos networking products highly regarded.
Tools:Freshdesk.N-Able N-Central RMMN-Able PassPortalNotionM365 Admin console.
Desirable Skills/knowledge:Relevant industry certifications such as: Microsoft and/or Azure.Familiarity or exposure to networking products is highly regarded (e.g. Sophos).
Soft 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.
