We are seeking an experienced Level 2 Support Engineer with a strong background in managed services. In this in-office role, you’ll provide hands-on end-to-end troubleshooting, network support, incident response, monitoring, and monthly reporting in line with strict SLAs, while working closely with Level 1 and senior engineers. This is a great opportunity to broaden your technical exposure, work in a fast-paced environment, and grow your career within a supportive team.

Responsibilities

• Provide Level 2 support for incidents and service requests, escalating to senior engineers where required.
• Troubleshoot and resolve infrastructure, networking, and application issues.
• Manage escalated network incidents, execute BAU changes, and provide proactive support across a range of technologies including Meraki, Fortinet, Aruba, and legacy systems
• Liaise with vendors and third parties to ensure timely resolution of issues.
• Deliver high-quality customer service and adhere to SLA requirements.

Required Experience

• Proven Level 2 IT support experience.
• Background in a Managed Services Provider (MSP) or multi-client support environment.
• Hands-on experience with technologies like Meraki, Fortinet, Aruba
• Exposure to networking (switches, routers, firewalls, Wi-Fi) and troubleshooting connectivity issues.
• Strong communication and customer service skills, with the ability to work effectively under pressure.