Technical Support Engineer L2

Role Overview

This position focuses on keeping an organisation's IT and network services running smoothly by taking ownership of support tickets from first report through to full resolution. Day to day, you will investigate technical faults, run scheduled maintenance, track performance against service targets, and coordinate with clients, vendors, and internal teams to restore services quickly. Your work directly safeguards business continuity, protects critical assets, and ensures that every incident is logged, resolved, and documented to a consistent standard.

Key Responsibilities

• Own the end-to-end support process for incoming requests, making sure each ticket is triaged, prioritised, and handled according to defined procedures.
• Use approved diagnostic tools and monitoring systems to investigate technical faults, gather performance data, and produce clear reports for stakeholders.
• Carry out planned maintenance activities, such as patch updates, system checks, and configuration reviews, in line with established schedules.
• Diagnose recurring issues by identifying root causes, then implement fixes and preventive measures to avoid future disruptions.
• Track service delivery against agreed SLAs, maintain accurate records, and escalate unresolved cases to the right teams while keeping users informed.
• Maintain and update the knowledge base, turning lessons learned from incidents into practical articles for faster resolution in future.
• Work with client IT staff, third-party suppliers, carriers, and colleagues to accelerate diagnosis and ensure seamless coordination across all parties.
• Protect configuration and asset data by following change-control practices, preventing unauthorised access, and logging all relevant details correctly.

Requirements & Qualifications

• At least two years of hands-on experience in a technical support or service desk environment.
• Solid understanding of technical documentation, including the ability to read and produce clear procedural guides and incident reports.
• Working knowledge of networking and infrastructure products, ideally from vendors such as Cisco, Juniper, Aruba, Mikrotik, Microsoft, Meraki, Sophos, or Fortinet.
• A customer-focused mindset with proactive thinking and a genuine drive to resolve problems at their source.
• Strong analytical and logical reasoning skills, combined with careful attention to detail.
• Excellent verbal and written communication skills, capable of explaining technical issues to non-technical users.
• Proven ability to collaborate effectively in a team environment and adapt to shifting priorities.
• A bachelor's degree in Information Technology, Computing, or a related field, or equivalent professional experience.
• Professional certification in relevant technologies, such as Cisco, Microsoft, Fortinet, or Sophos, is strongly preferred.