Level 2 IT Support

Job Purpose

The Level 2 IT Support Engineer is responsible for providing technical support and resolving escalated IT incidents and service requests that cannot be resolved by the Level 1 Service Desk.

The role involves troubleshooting, diagnosing and resolving a wide range of hardware, software, network and infrastructure issues, ensuring that IT services remain operational and that users receive an efficient, professional and customer-focused support experience.

The successful candidate will work closely with Level 1 Support, Level 3 Engineers, Infrastructure Teams and third-party suppliers to ensure incidents are resolved within agreed Service Level Agreements (SLAs).

Key Responsibilities

1. Technical Support & Incident Management

• Provide second-line technical support for escalated incidents and service requests.

• Investigate, diagnose and resolve complex hardware, software and connectivity issues.

• Take ownership of incidents through to resolution, keeping users informed of progress.

• Identify recurring issues and contribute to problem management activities.

• Escalate unresolved or complex issues to Level 3 support or relevant technical teams.

• Ensure all incidents and service requests are accurately recorded and updated within the IT Service Management (ITSM) system.

• Work within agreed SLAs and prioritise incidents based on business impact and urgency.

2. Desktop & End-User Support

• Provide support for Windows desktops, laptops and mobile devices.

• Troubleshoot Microsoft 365 applications, including Outlook, Teams, Word, Excel and SharePoint.

• Support user account management, password resets, permissions and access issues.

• Diagnose and resolve hardware issues relating to laptops, desktops, printers and peripherals.

• Support device builds, configuration, deployment and replacement.

• Assist with software installation, configuration and troubleshooting.

3. Infrastructure & Systems Support

• Provide basic administration and troubleshooting across Active Directory and Microsoft Entra ID.

• Support Group Policy, user permissions and security groups.

• Assist with Microsoft 365 administration and licence management.

• Troubleshoot network connectivity, DNS, DHCP, VPN and Wi-Fi issues.

• Provide basic support for servers, virtual environments and cloud-based services.

• Assist with monitoring IT systems and identifying potential infrastructure issues.

4. Security & Compliance

• Follow IT security policies and procedures.

• Support endpoint security, antivirus and device compliance activities.

• Assist with user access reviews and permission management.

• Identify and report potential security incidents or vulnerabilities.

• Ensure company data is handled securely and in accordance with relevant policies.

5. Documentation & Continuous Improvement

• Maintain accurate technical documentation and knowledge base articles.

• Document fixes, workarounds and troubleshooting procedures.

• Identify opportunities to improve IT support processes and service delivery.

• Share technical knowledge and provide guidance to Level 1 support colleagues.

• Assist with IT projects, upgrades, migrations and system improvements.

6. Customer Service & Communication

• Deliver a professional and customer-focused IT support service.

• Communicate technical information clearly to both technical and non-technical users.

• Manage user expectations and provide regular updates on outstanding incidents.

• Build effective working relationships with colleagues, stakeholders and third-party suppliers.

Essential Skills & Experience

• Previous experience working in an IT Service Desk or IT Support environment.

• Experience providing second-line IT support.

• Good working knowledge of Microsoft Windows 10/11.

• Experience supporting Microsoft 365 applications and services.

• Knowledge of Active Directory and Microsoft Entra ID.

• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP and VPN.

• Experience troubleshooting hardware, software and connectivity issues.

• Familiarity with ITSM platforms and incident management processes.

• Good problem-solving and analytical skills.

• Strong communication and customer service skills.

• Ability to manage competing priorities and work independently.

Desirable Skills & Experience

• Microsoft certifications such as MS-900, MD-102 or AZ-900.

• ITIL Foundation certification.

• Experience with Microsoft Intune and endpoint management.

• Experience with Microsoft Exchange Online and SharePoint Online.

• Knowledge of virtualisation technologies such as VMware or Hyper-V.

• Experience with PowerShell scripting.

• Knowledge of backup solutions and endpoint security platforms.

• Experience working within an ITIL-based support environment.

Key Competencies

• Strong technical troubleshooting and diagnostic ability.

• Excellent customer service and interpersonal skills.

• Ownership and accountability.

• Effective time management and prioritisation.

• Attention to detail and accurate documentation.

• Ability to work independently and as part of a wider IT team.

• Proactive approach to identifying and resolving technical issues.

• Willingness to learn and develop technical skills.

Key Performance Indicators (KPIs)

Performance may be measured against the following:

• Incident resolution within agreed SLAs.

• First-time fix rate for Level 2 incidents.

• Incident backlog and ticket ageing.

• Quality and accuracy of ticket documentation.

• Customer satisfaction scores.

• Effective escalation and incident ownership.

• Contribution to knowledge sharing and continuous improvement.

Expected Level of Responsibility

The Level 2 IT Support Engineer is expected to operate with a good degree of independence, taking ownership of escalated technical issues and resolving problems without requiring constant supervision.

They should demonstrate the ability to investigate problems beyond basic troubleshooting, identify root causes where possible, and make informed decisions about when to resolve, escalate or involve specialist technical teams.

The role should also contribute to the development of Level 1 colleagues through knowledge sharing, guidance and technical mentoring.