2nd Level IT Support Engineer

We are seeking a highly skilled Level 2 IT Support Engineer to provide advanced technical support to clients across a range of IT systems and infrastructure. The successful candidate will be responsible for diagnosing complex issues, maintaining IT environments, implementing best practices in cybersecurity, and ensuring high levels of customer satisfaction. This role involves both remote and on-site support, working closely with clients and internal teams to deliver reliable and secure IT services.

Key ResponsibilitiesTechnical Support & Troubleshooting

• Provide remote and on-site IT support to clients.
• Diagnose and resolve technical issues efficiently and professionally.
• Perform network troubleshooting and configuration.

Systems Administration

• Install, configure, and maintain hardware, software, and IT systems.
• Perform regular system updates, patching, and security updates.
• Assist with user account setup, permissions, and access control management.
• Ensure compliance with data security, backup, and disaster recovery policies.

Infrastructure Monitoring & Maintenance

• Monitor and manage client IT infrastructure using our support management software
• Conduct scheduled maintenance and routine system health checks.
• Maintain accurate system documentation and support records.
• Keep the Support management software updated with current client system information and support activities.

Cybersecurity & Compliance

• Implement cybersecurity best practices to protect client environments.
• Assist with security audits and vulnerability assessments.
• Ensure all systems comply with company IT policies and procedures.

Client Communication & Support

• Communicate effectively with clients to resolve issues and ensure satisfaction.
• Provide training and guidance to clients on IT systems and software.
• Strive for zero customer complaints by delivering exceptional support and service.

Asset & Resource Management

• Assist with IT asset management, including hardware inventory tracking and procurement.
• Maintain accurate records of equipment, licenses, and infrastructure components.

Collaboration & Projects

• Work collaboratively with internal teams to improve IT support processes.
• Participate in IT projects, including system upgrades, migrations, and deployments.
• Support continuous improvement initiatives across the IT service delivery team.

Professional Standards

• Maintain a professional appearance and adhere to the company dress code.
• Complete all assigned training and professional development activities.
• Stay up to date with industry trends, technologies, and best practices.

Do you have experience in VPN?, Essential:

• Strong experience in IT support or systems administration (Level 2 or equivalent)
• Experience supporting Windows environments, networking, and cloud services
• Experience with remote monitoring and management tools such as Atera
• Strong troubleshooting and diagnostic skills
• Knowledge of networking concepts (DNS, DHCP, VPN, TCP/IP)
• Excellent communication and customer service skills

Desirable:

• Experience with Microsoft 365, Entra, and Active Directory
• Knowledge of cybersecurity frameworks and best practices
• Relevant IT certifications (e.g., CompTIA, Microsoft, Cisco)

Personal Attributes

• Strong problem-solving and analytical skills
• Excellent time management and organisation
• Ability to work independently and as part of a team
• Proactive and customer-focused mindset
• Commitment to continuous learning and improvement