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For Companies At a Glance
- 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 while working in a culture of trust and innovation.
- Qualifications: Experience in Level 2 support, strong troubleshooting skills, and AWS proficiency.
- Other info: Collaborate with a global team and enjoy excellent career growth opportunities.
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 folks in the industry, attend meetups, and connect with current employees at Deswik. You never know who might give you the inside scoop on job openings or even refer you directly!
✨Tip Number 2
Prepare for those interviews by practising common technical questions related to Level 2 support. Brush up on your troubleshooting skills and be ready to showcase your knowledge of AWS services and SQL Server management.
✨Tip Number 3
Don’t just apply anywhere—apply through our website! It shows you're genuinely interested in Deswik and gives you a better chance of being noticed by our hiring team.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It keeps you fresh in the interviewer's mind and shows your enthusiasm for the role.
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 submit all your documents in one go. Plus, it shows us you’re serious about joining our team!
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 troubleshooting scenarios you've encountered in the past, as this will show your depth of understanding and experience.
✨Prepare for Scenario-Based Questions
Expect to face questions that require you to think on your feet. Practice explaining how you would handle critical incidents or troubleshoot complex issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers effectively.
✨Showcase Your Communication Skills
As a Level 2 Support Engineer, you'll need to explain technical issues to non-technical stakeholders. Prepare examples of how you've successfully communicated complex information in the past, highlighting your ability to bridge the gap between tech and business.
✨Demonstrate Your Problem-Solving Approach
Be ready to discuss your approach to root cause analysis and incident escalation. Share specific examples of how you've identified and resolved issues, and be prepared to outline the steps you took to prevent future occurrences.
