The Role

The L2 Service Desk Engineer is accountable for resolving complex incidents that exceed L1 scope and for restoring service where deeper technical analysis is required. The role exists to diagnose root causes, apply advanced troubleshooting, and stabilise client environments while maintaining clear communication and accurate technical records.

The role strengthens the service system by mentoring L1 engineers, improving resolution approaches, and building high-quality knowledge that reduces repeat incidents and unnecessary escalation. Decisions made at L2 directly influence service stability, team capability, and client confidence.

Key Accountabilities

Operational Service Delivery

v Restore client service by resolving incidents requiring advanced diagnosis across multiple systems, deeper technical knowledge beyond documented procedures, or changes with elevated risk/impact to services.

v Ensure complex incidents leave behind clear, reusable technical records that enable knowledge transfer and reduce repeat investigation.

v Contribute to service reliability by prioritising work effectively and coordinating with peers to meet service commitments.

v Maintain operational stability of supported systems through proactive monitoring, preventative actions, and timely response to alerts.

v Actively participate in major incident response by providing technical investigation, implementing fixes within scope, maintaining clear status updates, and supporting the Incident Manager without requiring direction for standard L2 activities.

v Exercise sound escalation judgement by resolving all issues within L2 scope and escalating to L3 only when platform-level change or deeper expertise is required, providing full technical context.

v Ensure clients understand the issue, actions taken, and expected outcomes through clear, accurate, and professional communication.

v Achieve personal performance outcomes defined in Goals & Objectives plan, demonstrating consistent delivery against L2 standards.

v May be required to participate in on-call rotation to provide after-hours support for escalated incidents and maintain service continuity.

Process Adherence

v Execute work in line with established ITIL-based service management processes for incident management, service requests, and escalation protocols, ensuring consistent, auditable service delivery.

v Improve the quality and effectiveness of knowledge by refining resolution approaches based on advanced troubleshooting and lived incident experience.

v Protect service integrity by ensuring compliance with documentation standards, security protocols, and audit requirements for advanced technical work including vendor interactions and system modifications.

v Build service desk capability by coaching L1 engineers and reducing avoidable escalation through guidance and knowledge transfer.

Skills & Qualifications

v Proven experience (3-5 years minimum) in technical support roles with demonstrated progression from frontline to advanced troubleshooting, including handling of escalated incidents requiring deeper technical knowledge and systematic diagnostic approaches

v Advanced technical knowledge including Windows Server basics, Active Directory administration (Group Policy, DNS, DHCP troubleshooting), Azure/M365 administration beyond fundamentals, networking troubleshooting (connectivity issues, VPN, basic firewall concepts), and security awareness.

v Strong understanding of ITSM frameworks (ITIL required) with practical experience in incident management processes, including participation in major incident response, escalation management, and contribution to problem identification.

v Demonstrated mentoring capability with evidence of successfully coaching junior team members, providing technical guidance, and contributing to team capability development through knowledge sharing and patient instruction.

v Vendor engagement experience including ability to effectively escalate to and coordinate with third-party vendors, articulate technical issues clearly with complete diagnostic information, and drive vendor cases to resolution.

v Advanced certifications demonstrating deeper technical knowledge: Microsoft 365 Certified: Administrator Expert (MS-102) OR Azure Administrator (AZ-104) OR equivalent advanced platform knowledge, plus ITIL 4 Foundation as minimum baseline.

v Preferred certifications or experience include CompTIA Network+, Security+, Microsoft certified tracks (Azure, M365, Security), or demonstrable equivalent expertise through practical troubleshooting experience in MSP environments.