L2 ICT Support Engineer
Core
Deliver exceptional technical support for escalated hardware, software, network, cloud, and Microsoft 365 issues within a Managed Services environment.
Role type
Level 2 ICT Support Engineer
Builds
IT services and solutions for enterprise and government customers
Domain
Managed Services / ICT Support
Required skills
troubleshooting, problem-solving, technical documentation, mentoring, prioritization, customer service, network administration, server administration, Microsoft 365 administration
Preferred skills
coaching, upskilling team members, project deployment support
Technologies
Windows, macOS, Fortinet, Meraki, Azure, Microsoft 365, Microsoft Teams, Intune
Responsibilities
Investigate and resolve complex technical issues escalated from Level 1; maintain accurate documentation and knowledge base articles; mentor Level 1 Support Engineers; assist with service delivery by managing Level 1 tickets during peak periods; participate in an on-call roster.
Seniority
Mid-level, hands-on IC