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- Tasks: Provide advanced support for critical incidents and troubleshoot complex technical issues.
- Company: Join Deswik, a global leader in mine planning software transforming the mining industry.
- Benefits: Enjoy a hybrid work schedule, competitive pay, mentoring, and wellness perks.
- Why this job: Make a real impact in mining tech while working in a culture of trust and innovation.
- Qualifications: Experience in Level 2 support, strong troubleshooting skills, and knowledge of AWS services.
- Other info: Be part of a dynamic team driving digital transformation in mining worldwide.
The predicted salary is between 36000 - 60000 £ per year.
At Deswik, we are not just building software—we are transforming how mines operate worldwide.
As a Level 2 Support Engineer, you will be the trusted expert shaping the future of our deployed systems and operations capability. You will be part of a global, 24/7 follow-the-sun support team ensuring our Enterprise products run seamlessly for customers. This role bridges the gap between customer IT environments and our internal engineering teams, requiring you to handle deep-dive troubleshooting, root cause analysis, and infrastructure stability for both cloud and on-premise deployments.
What You’ll Do
- Provide advanced Level 2 support for critical incidents, distinguishing between application, network, and infrastructure faults to ensure minimal disruption.
- Work constructively with customer IT departments to scope, provision, configure, and maintain the IT infrastructure required for hosting Deswik’s Enterprise Products.
- Manage and troubleshoot core AWS services, including EC2 instance health, S3 storage operations, and RDS database availability.
- Monitor CloudWatch dashboards to identify performance spikes, analyse logs, and respond to critical alarms.
- Analyse IIS logs, debug App Pool crashes, and manage SSL certificates to ensure reliable web application delivery.
- Perform deep database diagnostics on SQL Server and RDS, including analysing performance insights and running complex queries to audit data.
- Utilise PowerShell or TypeScript to automate routine tasks and assist with CI/CD pipeline troubleshooting.
- Identify root causes of server crashes or service failures and document solutions to update Level 1 runbooks.
- Manage incident escalation and coordinate contributions from various stakeholders to resolve complex support issues.
What You Bring
- Demonstrated experience in a Level 2 support or technical professional role with strong troubleshooting skills.
- Deep understanding of Windows Server environments, including IIS, Active Directory, and Windows Services.
- Proficiency in core AWS Compute and Storage services, specifically EC2 (management, resizing, troubleshooting) and S3 (bucket navigation, log analysis).
- Experience with AWS observability tools like CloudWatch and Systems Manager for monitoring, logging, and remote session management.
- Understanding of AWS security and identity management, including troubleshooting IAM permissions and access policies.
- Proficiency in SQL Server management, including connection troubleshooting, database maintenance, and backup procedures.
- Experience in scripting languages like PowerShell for automating administrative tasks.
- Ability to apply change management procedures including recovery and rollback procedures for deployments.
- The ability to explain technical issues to non-technical stakeholders.
- Ability to evaluate the business impact of technical actions to prevent unnecessary outages or financial loss during troubleshooting.
Why You’ll Love It Here
Your work will matter. You will help shape the future of mining while enjoying a culture built on trust, collaboration, and technical excellence. We thrive on innovation, empowering you to experiment, challenge convention, and help redefine what’s possible in our industry. We offer flexibility with a hybrid schedule—two days working from home and three in our London office—plus competitive pay, mentoring, and plenty of perks to support your growth and well-being.
About Deswik
We are a global leader in mine planning software and consulting, trusted by 900+ operations worldwide. With 500+ professionals across 17 countries, we are driving mining’s digital transformation.
Level 2 Support Engineer - Global Operations -London employer: Deswik Mining Consultants Pty Ltd
Contact Detail:
Deswik Mining Consultants Pty Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Level 2 Support Engineer - Global Operations -London
✨Tip Number 1
Network like a pro! Reach out to current employees at Deswik on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Level 2 Support Engineer role. Personal connections can make a huge difference!
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills. Make sure you can confidently discuss AWS services, SQL Server management, and troubleshooting techniques. We want to see that you can handle real-world scenarios, so practice explaining your thought process.
✨Tip Number 3
Showcase your problem-solving skills during the interview. Be ready to walk us through how you would approach a critical incident or a complex support issue. We love candidates who can think on their feet and demonstrate their analytical abilities.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us you’re genuinely interested in joining the Deswik team. Let’s get you on board!
We think you need these skills to ace Level 2 Support Engineer - Global Operations -London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Level 2 Support Engineer role. Highlight your troubleshooting skills and experience with AWS services, as these are key for us. Use specific examples that showcase your expertise in managing incidents and working with customer IT departments.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share why you’re passionate about transforming mining operations and how your skills align with our mission at Deswik. Keep it conversational but professional, and don’t forget to mention your experience with cloud and on-premise deployments.
Showcase Your Technical Skills: In your application, be sure to highlight your technical skills, especially around Windows Server environments, SQL Server management, and scripting languages like PowerShell. We want to see how you can contribute to our global support team and help us maintain infrastructure stability.
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to track your application status. Plus, we love seeing candidates who take the initiative to engage directly with us!
How to prepare for a job interview at Deswik Mining Consultants Pty Ltd
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows Server environments, AWS services, and SQL Server management. Be ready to discuss specific scenarios where you've successfully troubleshot issues or managed incidents, as this will show your practical experience.
✨Prepare for Deep-Dive Questions
Expect questions that require you to analyse complex problems. Practice explaining your thought process when diagnosing issues, especially around root cause analysis and how you would document solutions for Level 1 support teams.
✨Showcase Your Communication Skills
Since you'll be liaising with non-technical stakeholders, practice explaining technical concepts in simple terms. Think of examples where you've had to bridge the gap between tech and non-tech teams, as this will highlight your ability to communicate effectively.
✨Demonstrate Your Problem-Solving Approach
Be prepared to discuss how you evaluate the business impact of technical actions. Share examples of how you've prevented outages or financial loss during troubleshooting, showcasing your strategic thinking and understanding of change management procedures.
