L2/L3 Support Engineer - Remote

Overview

The Level 2/3 Support Engineer role is a generalised support role focused on diagnosing and troubleshooting intermediate to complex IT issues, while managing support request tickets efficiently.

In Short

• Handle L2/L3 tickets for customer systems.
• Log and complete IT support tickets via internal help desk.
• Administer users and groups within Active Directory.
• Prepare and maintain IT equipment.
• Troubleshoot 3rd party applications.
• Perform network diagnostics and VLAN creation.
• Assist in documentation management.
• Ensure efficient ticket management focused on client outcomes.
• Propose system enhancements for efficiency.

Requirements

• 5+ years of IT support experience.
• Strong troubleshooting skills.
• Experience with remote desktop tools and ticketing systems.
• Ability to explain technical issues clearly.
• Experience with networking products is a plus.
• Familiarity with ConnectWise PSA and Automate.
• Relevant industry certifications (Microsoft, Azure) are desirable.
• Strong communication and customer service skills.
• Ability to multitask in a fast-paced environment.
• Interest in long-term growth and training new members.

Benefits

• Opportunity to grow and develop within the team.
• Collaborative working environment.
• Training opportunities.