Support Engineer Level 2 (Escalations)
Core
Provide advanced technical support and escalation management for client IT environments in the education sector, ensuring stability and performance.
Role type
Senior IC support engineer (escalations)
Builds
Stable and reliable IT infrastructure for education clients
Domain
Education sector IT support
Required skills
Complex IT troubleshooting, hardware/software/network/infrastructure incident resolution, SLA management, system deployment and maintenance, technical documentation, mentoring
Preferred skills
Level 2 Support experience, Microsoft/CompTIA certifications, Windows Server/Active Directory/M365 knowledge, networking (TCP/IP/firewalls/cloud), problem-solving
Technologies
Windows Server, Active Directory, Microsoft 365, virtualisation, TCP/IP, firewalls, cloud services
Responsibilities
Resolve complex technical issues across client environments, manage escalated support requests to meet SLA targets, support deployment and maintenance of desktops/servers/network infrastructure, assist with system upgrades and project rollouts, maintain technical documentation, mentor junior engineers
Seniority
Senior, hands-on IC