L2/L3 Support Engineer

The Level 2/3 Engineer role is a generalised support role in which the role is a mixture of dealing with support request tickets via ConnectWise PSA and Automate, escalated tickets from L1 team members or delegated by the service desk manager. The L2/L3 Support Engineer undertakes diagnosis and troubleshooting for intermediate to complex level issues, and actions basic customer and team member requests. The role requires excellent problem-solving skills, a proactive approach to issue resolution, and the ability to handle a high volume of tickets while maintaining quality and efficiency. Responsibilities: • Proactively perform L2/L3 tickets for customer systems. • Perform service desk tickets logged in Autotask PSA including but not limited to: • Log, maintain, and complete IT support tickets via the internal help desk platform. • Administration of users and groups within Active Directory. • Prepare, deploy, and maintain IT equipment. • Troubleshooting 3rd party applications. • Network diagnostics and VLAN creation. • Assist in documentation management and updating processes and procedures. • Ensure work is carried out in the most efficient manner without jeopardising quality. • Manage ticket queue effectively ensuring a strong focus on client outcomes. • Record actions in Autotask PSA to accurately capture notes. • Propose enhancements to systems and workflows to drive efficiency. To be successful in this role, you will have: • Required Experience/Skills • Experience / Background / Technical Skills • 5+ years of experience in an IT support or helpdesk desk role. • Strong troubleshooting skills: strategic problem solver. • Experience with remote desktop tools and ticketing systems. • Ability to explain technical issues to non-technical users in a clear and friendly manner. • Experience with networking products highly regarded. • Tools – Essential • ConnectWise PSA • ConnectWise Automate • IT Glue • M365 Admin Console • M365 knowledge • Desirable Skills / Knowledge • Relevant industry certifications such as: Microsoft and/or Azure • Familiarity or exposure to networking products is highly regarded • Experience with Sophos products • Professional Skills • Strong verbal and written communication skills • Excellent customer service skills with a user-focused approach • Ability to multitask and manage time effectively in a fast-paced environment • Strong problem-solving and troubleshooting abilities • Ability to work well in a small collaborative team whilst having the ability to work independently • You are an individual interested in a long-term role, eager to train, develop, and grow with the team, and capable of training new members as they join Apply for this job Apply tot his job