The Tier 2 Service Engineer plays a pivotal role in resolving more complex IT issues escalated from Tier 1, while also providing advanced technical support to clients.Working in an MSP environment, the engineer is responsible for diagnosing, troubleshooting, and resolving issues related to infrastructure, networking, servers, and business-critical applications.This role demands deeper technical knowledge, excellent problem-solving skills, and the ability to work collaboratively with higher-tier teams, ensuring timely and effective resolutions to IT problems.Career Path & ProgressionAs a Tier 2 Service Engineer, there are opportunities to progress into more specialised roles within networking, cybersecurity, or cloud infrastructure. Alternatively, the role serves as a stepping stone to Tier 3 engineering or technical consultancy positions, providing the foundation to take on more strategic or project-based responsibilities.Reporting to the Service Team Leader, the key responsibilities of the role are as follows: Advanced Technical Support & Troubleshooting Resolve escalated tickets from tier 1, addressing more complex issues relating to servers, networking, and critical business applicationsDiagnose and resolve issues involving Windows Server, virtualization (VMware, Hyper-V), Office 365, Exchange, and cloud platformsPerform remote troubleshooting and on-site troubleshooting as a last resortProvide support and complete change requests for networking infrastructure including routers, switches, firewalls, and VPNsIncident & Problem Management Take ownership of more complex incidents and problems from initial diagnosis to full resolutionFollow ITIL-aligned processes for managing and escalating incidents where requiredCollaborate with tier 3 engineers for root cause analysis and long-term resolution of recurring issuesParticipate in an out-of-hours on-call rota to provide incident response coverage and resolutionSystem Maintenance & Monitoring Carry out regular monitoring and health checks of client systems (servers, networks, backups) to ensure they remain operationalImplement preventive maintenance plans and updates to avoid future disruptionsProactively monitor system alerts and identify potential risks, mitigating downtime through quick actionProject Support Assist with the implementation and migration of IT projects, including server upgrades, cloud migrations, and network improvementsProvide support during new client onboarding, including configuration and deployment of hardware/softwareClient Management & Communication Ensure timely and clear communication with clients regarding ticket progress, including expected timeframes for resolutionHelp maintain high levels of customer satisfaction by delivering top-quality supportDocumentation & Knowledge Sharing Maintain and update technical documentation, standard operating procedures, and knowledge base articles for use by Tier 1 and other support teamsShare technical knowledge with Tier 1 engineers, offering guidance and support to help improve their problem-solving skillsCollaboration with Higher-Tier Teams Work closely with Tier 3 engineers and specialists to resolve particularly complex issuesCollaborate with internal teams on large-scale IT initiatives and support the development of technical strategy for client infrastructureTraining & Development Keep up-to-date with emerging technologies, products, and IT best practicesActively participate in internal training programs to advance to higher technical levelsProactively utilise the online training portals made availableKey Performance Indicators (KPIs) Handle ticket within SLA after being escalated First-time resolution of complex issues Customer satisfaction ratings (CSAT) for escalated tickets resolvedProactive issue identification and resolution ratesAccurate time logging against actions on ticketContribution to knowledge base and training materialsSkills, knowledge, competencies that are required for the role are as follows: EssentialTechnical Expertise Strong working knowledge of Windows Server (2012, 2016, 2019), Active Directory, DNS, DHCP, and Group PolicyAdvanced knowledge of Office 365, including administration of Exchange Online, SharePoint, Teams, and OneDriveExperience in supporting and troubleshooting virtualization platforms (VMware, Hyper-V)Networking expertise, including TCP/IP, VLANs, routing, firewalls (e.g., SonicWall, Cisco, Fortinet), and VPNsExperience with cloud platforms, particularly Microsoft Azure and/or AWS Familiarity with backup and disaster recovery solutionsAnalytical Problem Solving Strong analytical thinking skills, able to methodically troubleshoot complex issuesAbility to perform root cause analysis to prevent recurring issuesCommunication Excellent communication skills, capable of explaining technical concepts to non-technical usersProfessional and clear in written and verbal communications, ensuring clients are informed throughout the support processTime Management & Organisation Able to manage multiple incidents and projects simultaneouslyStrong prioritisation skills, with an ability to balance urgent requests with long-term projectsTeam Collaboration Strong interpersonal skills, with a collaborative approach to working with Tier 1, Tier 3, and other cross functional teamsWillingness to mentor junior team members and share technical expertiseOther Proven experience in a technical support role, within an MSP environmentExtensive experience troubleshooting Microsoft Windows Server, Active Directory, Office 365, and Azure Cloud platformsHands-on experience with networking infrastructure and troubleshootingGood understanding of cybersecurity practices Relevant certifications (e.g., Microsoft Certified: Azure Administrator, MCSA, CompTIA Network+, Cisco CCNA, ITIL Foundation)Desirable Experience with IT security best practices (e.g., firewall configuration, MFA, antivirus solutions)Experience with scripting and automation tools (e.g., PowerShell, Batch, AI)Experience with ITSM platforms like HaloPSA, ConnectWise, Autotask, or similarFamiliarity with compliance standards such as GDPR or ISO 27001About you Customer-centric Approach: Dedicated to delivering a high standard of service to clientsProactive: able to anticipate potential problems and proactively address them before they become criticalResilient: works well under pressure and can handle escalated issues efficientlyContinuous Learner: demonstrates a desire for self improvement, continuously enhancing technical skills and knowledge