Your MissionAs 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 ResponsibilitiesIncident 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 ForEducation 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 CloudNetworking: Managed switches, VLANs, firewalls (SonicWall, Fortinet, Cisco)Security: Endpoint protection, spam/web filteringVirtualization: VMware, Hyper-VBackup: Veeam, Datto, Azure BackupAutomation: PowerShell, basic PythonCertifications:Microsoft certifications advantageousSonicwall/ fortigate certifications advantageousOther Requirements:Strong communication skillsDesirable ExtrasFamiliarity with monitoring platforms (Datto RMM, Azure Monitor)Exposure to Zero Trust security models and modern endpoint management (Intune, Autopilot)Automation experience – Powershell, Python, Rewst, JingaITIL v4 FoundationISO 27001 experienceFull clean driver's license