Level 2 Support Engineer

Level 2 Support Engineers provide IT end-user support on various components of an IT environment, including but not limited to, hardware support, software support and network support.

Engaging directly with clients, you are expected to be professional, and helpful and to aid with a sense of urgency, regardless of the level of incident.

You will aim to exceed the clients expectations in dealing with any incidents or service requests. You will continuously better yourself through training and research to ensure that you can deliver an unrivalled experience for the clients end-users. Additionally, you will be tasked with upskilling and assisting L1 Engineers.

Level 2 Support Engineer is responsible for providing advanced technical support to end-users, managing escalated issues from Level 1 support, and ensuring efficient resolution of IT-related incidents. This role involves troubleshooting, diagnosing, and resolving hardware, software, and network issues and supporting IT infrastructure projects.

Duties and Responsibilities

• Represent the Numata brand, always remembering you are the first point of contact and the face of the company.
• Deliver exceptional service to internal and external customers.
• Following call queue policy and procedure.
• Respond to customers within SLA.
• Capture all details as accurately as possible in our PSA Platform, providing complete resolution descriptions.
• Analyze issues and develop resolutions in a timely fashion.
• Provide support to clients on all supported applications.
• Resolve escalated incidents from Level 1 support, ensuring timely resolution and customer satisfaction.
• Provide 1st line troubleshooting on networks and firewalls.
• Provide 2nd-line support on tickets escalated from L1 Engineers.
• Assist users with system access, application issues, and connectivity problems.
• Provide regular updates to clients concerning incidents and service requests.
• Perform routine maintenance and monitoring of IT systems and infrastructure.
• Assist in the deployment and configuration of new hardware and software.
• Manage user accounts, permissions, and group policies in Active Directory.
• Conduct regular backups and ensure data integrity.
• Ensure that issues are resolved in line with Numatas best practices.
• Escalate complex issues to Level 3 support or specialized teams when necessary.
• Escalate any ongoing, unresolved or business-critical problems to your Team Leader or Service Manager in a timely fashion.
• » Maintain a resource utilization rate as per our KPI requirements.
• Track and manage your work record via regular time and ticket/task time entries.
• Provide guidance and training to customer personnel, empowering the users to help themselves.
• Create/update Knowledgebase articles/technical notes as solutions are identified or articles found to not be current.
• Supervise all 3rd party product installations and/or the related repair and maintenance activities when required remotely.
• Identify and suggest possible improvements on procedures or systems to your Service Manager.
• Keep abreast of modern technologies as well as Numata Standard Operating Procedures.
• Assist and upskill fellow team members, especially L1 SD Engineers.
• Ensure all training requirements for the role are met in line with the Business expectations
• Engage and coordinate with 3rd party vendors to resolve / complete open incidents or projects.
• Provide support and assistance within the SERT (Server Efficiency Rating Tool) when called on (which may at times be at short notice).
• Collaborate with the Professional Services team on projects, such as network upgrades, system migrations, etc.
• Track and manage your work record via regular time and ticket/task time entries.
• Participate in testing and implementing new technologies.

Technical Skills:

• Proficiency in Windows Server, Active Directory, DNS, DHCP, and networking concepts.
• Experience with Office 365, VPN, and remote desktop solutions.
• Knowledge of virtualization technologies (e.g., VMware, Hyper-V) is a plus.
• Basic scripting skills (e.g., PowerShell) are desirable.

Soft Skills:

• Strong problem-solving skills and attention to detail.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Customer-focused mindset and ability to handle stressful situations calmly.

Working Conditions:

• May require working outside of normal business hours, including evenings and weekends.
• The role is typically office-based, with potential remote work options.
• Ability to work in a fast-paced, dynamic environment.