An L2 Support Engineer plays a central part in keeping our clients’ IT running smoothly. You will diagnose and resolve more complex issues escalated from L1, across software, hardware and networks, and you are the last level before a case goes to our L3 team. Most of our contact with end users happens at L2, so excellent verbal and written communication matters as much as technical ability.
Job responsibilities
- Identify and resolve hardware, software and network issues, often using diagnostic tools and software.
- Handle issues that L1 cannot resolve, and escalate to L3 where necessary.
- Use remote access tools to troubleshoot and fix issues without needing to be on site.
- Support users with technical difficulties, keeping disruption to their work to a minimum.
- Advise on best practice and train users on new systems or software.
- Install and configure new hardware, including computers, servers and networking equipment.
- Install and configure software, making sure it integrates properly with existing systems.
- Set up and configure network devices such as routers, switches and firewalls.
- Create and manage user accounts with the right access controls and permissions.
- Help users with password resets and account recovery.
- Make sure users have the right access to systems and data for their roles.
- Keep detailed records of all support requests, resolutions and system changes.
- Contribute to and maintain the knowledge base of common issues and solutions.
- Keep track of IT assets, including hardware and software licences.
- Apply and enforce security processes and procedures to protect systems and data.
- Teach users security best practice to help prevent breaches.
- Run training sessions for users on new technologies, software and systems.
- Create and update training materials and user guides.
- Give ongoing support so users are comfortable with new systems.
Experience
- Proven experience in an IT support role.
- A track record of diagnosing and resolving technical issues.
- Experience of providing technical support with excellent customer service.
Qualifications
- A degree in IT, Computer Science or a related field.
- CompTIA A+ and CompTIA Network+.
- Microsoft Certified: Azure Fundamentals, or similar.
- ITIL 4 Foundation.
Skills
- Strong troubleshooting and analytical skills.
- Excellent verbal and written communication.
- In-depth knowledge of hardware, software and networking.
Where the role leads
This role needs strong technical skills, good problem solving and clear communication. It is a dynamic, rewarding career path with opportunities to grow and specialise.