Your Mission
As a Level 2 Service Desk Engineer, you'll be the go-to expert for advanced technical support, automation, and infrastructure optimization. You'll work across multiple platforms and technologies, ensuring seamless service delivery and exceptional customer experiences.
Key Responsibilities
* Incident Service Request Management: Resolve complex technical issues across Windows, cloud platforms, networking, and security systems using ITIL best practices.
* Automation Process Improvement: Drive efficiency through scripting (PowerShell, Python) and ITSM workflows. Experience with Rewst is a plus.
* Infrastructure Support: Manage hybrid environments including Microsoft 365, Azure AD, VMware, and Hyper-V.
* Security Compliance: Apply best practices and support endpoint protection, firewalls, and backup solutions.
* Collaboration Documentation: Partner with Level 3 engineers and project teams on upgrades and migrations.
* Continuous Improvement: Stay ahead of emerging technologies and contribute to knowledge sharing within the team.
What We're Looking For
Education Experience: Degree or equivalent experience (2–3 years in a similar role).
Technical Skills:
* OS: Windows 10/11, Windows Server (2016–2022)
* Cloud: Microsoft 365, Azure, Azure AD, AWS, Google Cloud
* Networking: Managed switches, VLANs, firewalls (SonicWall, Fortinet, Cisco)
* Security: Endpoint protection, spam/web filtering
* Virtualization: VMware, Hyper-V
* Backup: Veeam, Datto, Azure Backup
* Automation: PowerShell, basic Python
Certifications:
Microsoft certifications advantageous
Sonicwall/ fortigate certifications advantageous
Other Requirements:
* Strong communication skills
Desirable Extras
* Familiarity with monitoring platforms (Datto RMM, Azure Monitor)
* Exposure to Zero Trust security models and modern endpoint management (Intune, Autopilot)
* Automation experience – Powershell, Python, Rewst, Jinga
* ITIL v4 Foundation
* ISO 27001 experience
* Full clean driver's license