The L2 Support Engineer is a key member of the Service Desk team, focusing on implementing quality and timely resolutions to client demands by applying advanced knowledge and understanding of organization core technologies.
The L2 Support Engineer is a key member of the Service Desk team, focusing on implementing quality and timely resolutions to client demands by applying advanced knowledge and understanding of organization core technologies.
Duties and Responsibilities :
Key Responsibilities First Contact Resolution Focus: Target First Contact Resolution rate of 90% Aim to resolve tier 1 incidents without escalation wherever possible
Front of House (FOH) support: Triaging incoming support calls Incidents - creating tickets and providing immediate support Requests – creating tickets and inputting them into the Dispatch Calendar Working from the Dispatch Calendar, prioritising. Incidents preventing users from working Security incidents Backup failures, and Monitoring alerts
Back of House (BOH) support: Accepting escalated tickets New user onboarding Contacting clients to confirm resolution SLA Awareness and Time Sensitivity (ITIL Certification/Knowledge is highly regarded here): Ensure all tickets are actioned and responded to within defined SLA timeframes Escalate SLA risks proactively to maintain client trust and service quality
Client Education and Empowerment: A strong technician doesn’t just fix issues—you help reduce repeat tickets by educating users. Where appropriate, educate clients on best practices or self-resolution techniques to reduce the recurrence of common issues New client onboarding: With a focus on the Kaseya365 suite of products Maintaining documentation
Service delivery:Identifying processes and procedures needing improvement, and implementing improvements Monitoring for potential areas of client dissatisfaction and owning them through to resolution Technology ownership: Identifying learning opportunities and seeking to undertake available training Being an escalation point for tickets requiring expert technological knowledge Project support, as required.Required Experience/Skills :
Minimum of 3 to 8 years of experience supporting organizations in a similar role. Highly proficient in tools such as AutoTask, Datto RMM, remote management tools, and IT Glue. Familiarity with IT service management tools for ticket logging and escalation. Certification in ITIL Framework is also highly regarded Demonstrated ability to accurately log and maintain data in ticketing systems and adhere to internal workflows
Tools/Systems Essential: AutoTask MS365 exposure essential
Tools/Systems Preferred/Nice to have: Kaseya 365 suite Onprem Microsoft products Backup technologies Antivirus technologies Datto RMM IT Glue for documentation Networking /networking technologies exposure (good to have
Soft Skills: Strong verbal and written communication skills – this is a client facing role (the candidate is expected to be a strong confident communicator): Demonstrated exceptional verbal and written communication skills when engaging with clients. Excellent customer service skills with a user-focused approach - Maintains a professional, empathetic, and solutions-oriented manner in all client interactions. Excellent Phone Etiquette. Ability to multitask and manage time effectively in a fast-paced environment. Strong problem-solving and troubleshooting abilities Ability to solve issues on first touch point Ability to work collaboratively with resolver teams and escalate issues appropriately.
Key Performance Indicators (KPIs): Minimum of thirty (30) hours per week recorded on tickets Being a Subject Matter Expert (SME) for a minimum of two core technologies Documentation Regular creation of new documentation and updating existing documentation Maintaining the highest ticket hygiene standards Maintain clear, detailed, and structured ticket notes to support efficient handover and collaboration Undertaking eight (8) hours per month on training
