This range is provided by HartleyCo. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Direct message the job poster from HartleyCo
We are seeking a skilled and motivated Level 2/3 Support Engineer to join a dynamic support team dedicated to delivering exceptional technical assistance to clients. In this role, you will provide expert 1st to 3rd line support via phone, remote access, and on-site visits, ensuring smooth operation and satisfaction for a diverse customer base.
You will act as a technical lead and escalation point, supporting both internal staff and managed service technicians, while also mentoring Level 1 engineers.
Key Responsibilities
* Provide 1st, 2nd, and 3rd line technical support via telephone, remote access, and on-site visits.
* Serve as a technical lead for assigned customers, owning ticket escalations and support issues.
* Support and mentor Level 1 and 2 engineers, delivering training and guidance.
* Manage support tickets through a Helpdesk system, ensuring timely and accurate updates.
* Maintain and develop documentation, knowledgebase articles, and technical procedures.
* Participate in change, incident, and problem management processes.
* Conduct regular onsite visits to assigned clients and provide urgent on-site support when needed.
* Assist with onboarding new customers, including initial audits and standardisation recommendations.
* Collaborate with the support team manager to identify and implement process improvements.
* Ensure excellent customer service and communication at all times.
Skills & Experience
* Proven experience in Level 2/3 technical support or similar roles.
* Strong understanding of Helpdesk ticketing systems and support workflows.
* Experience with technologies such as Veeam, SCCM, Windows Updates, BCDR, and networking.
* Ability to provide technical leadership and mentor junior staff.
* Familiarity with change, incident, and problem management frameworks.
* Excellent verbal and written communication skills.
* Self-motivated with strong time management and organizational skills.
* Willingness to travel occasionally for on-site client support.
Why Join?
* Work in a supportive, collaborative environment with opportunities for professional growth.
* Play a key role in delivering outstanding technical support to diverse clients.
* Engage in a varied role combining remote work, on-site visits, and team leadership.
If you’re a dedicated Support Engineer looking for a challenging and rewarding role, we’d love to hear from you.
Apply today to join a growing support team making a real impact!
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Consulting
* Industries
IT Services and IT Consulting
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