Support Engineer (Level 2) $$$

The Support Engineer is responsible for handling second-line support requests, delivering troubleshooting, and making configuration changes.
When required, the Support Engineer shall also handle first-line support requests and, where possible, third-line escalations where they
hold a specialism in that technology.
This role requires deep technical expertise, strong problem-solving skills, and the ability to work collaboratively across departments to
ensure exceptional service delivery. They will also play a key role in mentoring junior team members and contributing to continuous
service improvement.

Key Responsibilities

• Advanced Troubleshooting: Resolve complex issues across servers, networking, and cloud applications (Azure/Microsoft 365).
• Escalation Management: Act as the bridge between basic support and senior engineers, taking ownership of tickets from start to finish.
• System Maintenance: Manage software patching, security updates, and backups to prevent data loss or system downtime.
• Customer Communication: Explain technical fixes to non-technical customers in a way they can easily understand.
• Mentorship: Guide and train junior Support Analysts and Apprentices to help them grow their technical skills.
• Documentation: Write "How-To" guides and internal articles to help the team solve recurring issues faster.

Job Requirements

• Experience: Proven experience working in a fast-paced IT environment (like an MSP) or a large corporate IT department.
• Technical Skills: 
  • Strong knowledge of Windows OS, Active Directory, and Microsoft 365.
  • Experience with Virtualization (VMware or Hyper-V).
  • Solid understanding of Networking (Firewalls, VPNs, and Switching).
• Certifications: Ideally holds a CCNA, Microsoft Certification, or CompTIA Network+/Security+.
• Soft Skills: Must be a patient communicator, a natural problem-solver, and highly organized with ticket logging.
• English: B2 strong - C1

Professional Qualities

• Ownership: She doesn’t just "pass the buck"—she sees a problem through to the end.
• Resilience: Stays calm and professional even when dealing with a high volume of urgent requests.
• Adaptability: Ready to learn and implement new technologies as the company evolves.