L2 Support Engineer
Full TimeJob Overview
The Level 2 Support Technician will provide advanced technical support across multiple client environments, assist with centralized services, and ensure smooth implementation of new technologies. This role is ideal for someone with strong MSP experience who thrives in a fast-paced, collaborative setting. Our culture is professional yet relaxed - focused on getting things done, owning outcomes, and building authentic partnerships. We value teamwork, accountability, and transparency. No silos - everyone pitches in when needed.
Core Values:
Win Together - Collaborative approach across all levels
Own the Outcome - Accountability for commitments and client deliverables
Authentic Partnerships - Genuine relationships with clients and colleagues
The Level 2 Support Technician will provide advanced technical support across multiple client environments, assist with centralized services, and ensure smooth implementation of new technologies. This role is ideal for someone with strong MSP experience who thrives in a fast-paced, collaborative setting. Our culture is professional yet relaxed - focused on getting things done, owning outcomes, and building authentic partnerships. We value teamwork, accountability, and transparency. No silos - everyone pitches in when needed.
Core Values:
Win Together - Collaborative approach across all levels
Own the Outcome - Accountability for commitments and client deliverables
Authentic Partnerships - Genuine relationships with clients and colleagues
Duties and Responsibilities :
- Service Desk Support:
- Manage and resolve up to Level 2 tickets in the service desk queue
- Handle automated ticketing via Pia platform o Escalate complex issues when necessary
- Centralized Services Assistance:
- Support implementation and rollout of new tools and technologies
- Ensure configuration changes are enforced across client environments
- Conduct periodic checks to prevent configuration drift
- Collaboration:
- Work closely with the Centralised Services Team Lead
- Assist with documentation and process improvements
- Provide technical input for projects as needed
- Other Duties:
- Participate in team initiatives and cross-functional support when required
- Maintain compliance with ISO standards and internal processes
Required Experience/Skills :
- Must-Have Qualifications
- Minimum 5 years’ experience in an MSP
- Experience with PSA tools (Autotask, ConnectWise, etc.)
- Strong knowledge of Microsoft ecosystem
- At least one Microsoft certification (e.g., MS-900, AZ-104, or equivalent)
- Experience with ticketing systems and exposure to multiple client environments
- Excellent troubleshooting and problem-solving skills
- Nice-to-Have Skills
- Familiarity with Pia ticketing platform
- Experience with Autotask PSA / Datto RMM
- Interest in AI, automation, or cybersecurity
- Exposure to scripting or coding for process automation
- Tools & Technologies
- Microsoft 365 suite
- Pia ticketing system
- Autotask PSA
- Datto / Kaseya Stack
- Success Measures (to be discussed and finalised with reporting line manager)
- Timely resolution of up to Level 2 tickets
- Accurate implementation of centralized service changes
- Positive feedback from internal team and clients
- Contribution to process efficiency and documentation
- Soft Skills:
- Strong verbal and written communication skills
- High attention to detail
- Strong Problem-solving skills; ability to think outside the box
- Inquisitive, Fast Learner, Independent Performer: Quickly grasp new concepts and excel with minimal oversight.
- Ability to multitask and manage time effectively in a fast-paced environment
- Someone that strives to get things complete
- Self-starter and ability to work autonomously and collaboratively as a team