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Level 2 IS Engineer

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Level 2 IS Engineer

Posted about 1 month ago

About you: 

You are a dynamic individual who can manage their own workload, understands customer communication and delivering a quality service for our user base. Has good inter-personal skills. Is well organised and practical, with a logical, analytical approach to problem solving. Pays careful, close attention to detail. Is skilled in installing one or more items of hardware and software. 


Day-to-day, you will: 

  • Provide out of hours, on-call support, normally 1 week in four or five  

  • Occasionally work unsociable hours (evening/night, weekends, bank holidays) 

  • Work effectively with teams in other geographic areas, particularly UK etc. 

  • Help direct and educate/build skills in less experienced staff 

  • Be flexible 

  • Complete any other duties as assigned by an authorised supervisor 

  • Providing technical support and resolving issues on the phone with the clients where possible. 

  • Provide regular communication to customers concerning the status of incidents. 

  • Maintain ownership of incidents ensuring status updates and resolution according to KPI's. 

  • Proactively manage all individual and team assigned incidents and new requests. 

  • Monitoring and progressing incidents and requests received through all contact channels. 

  • Working with supplier support contacts to resolve complex technical issues. 

  • Troubleshooting operating System, Hardware & Application issues on any desktop device. 

  • Resolving technical issues, updating Status/Workaround/Resolution within our Service Desk system. 

  • Acting as a technical escalation point for Technical Support Analysts to progress tickets throughout their life cycle. 


As a well-rounded Infrastructure Engineer, your Skills and Experiences likely include:  

  • Excellent written and verbal English communication skills 

  • Five years of PC technology experience, including Windows OS and MS Office (W7 or newer) 

  • Five or more years of demonstrated experience supporting, maintaining and configuring distributed environment of Desktop Devices 

  • Strong networking knowledge and experience (LAN & WAN) 

  • Experience with DSL Techologies (FTTC, ADSL) 

  • Experience configuring & maintaining network devices (Routers, Firewalls & Switches) 

  • Experience of working to an ITIL Framework 

  • Experience of Mobile Devices and Technologies 

  • Experience of supporting and maintaining Windows Server Environments (Active Directory, DHCP, DNS) 

  • Experience of supporting Citrix Environments and deployments 

  • Experience of working with Office 365 Environments 

  • HyperVisor Knowledge (VMware)