Job Description
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 & Progression
As 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
1. Resolve escalated tickets from tier 1, addressing more complex issues relating to servers, networking, and critical business applications
2. Diagnose and resolve issues involving Wi...