Level 2 IT Technician in Cambridge

This job description provides you an overview of this exciting and varied role and gives you a clear guide to the different roles which we define as a Level 2 (Competent/Technician) with Grace Solutions. As a level 2 practitioner you will typically have 1–3 years of experience and operate with supervised independence, performing routine tasks with periodic oversight, and escalating non-standard or high-risk situations as needed. We are looking for someone who is a team player who has exceptional customer service skills, can work well under pressure and who is interested in growing their career with us.

1. Account Management

• Acts as the primary interface between the organisation and its clients, managing IT service delivery, client relationships, and satisfaction across all engagements.
• At Level 2, you will manage a portfolio of client accounts independently, resolving common issues and escalating complex or high-risk situations appropriately.
• Key attributes: Strong relationship-building and client management skills, sound commercial awareness and understanding of IT service delivery, competent use of CRM and ticketing systems.

2. Documentation Lead

• Develops, maintains, and governs organisational documentation, ensuring knowledge is accurately captured, accessible, and current.
• At Level 2, you will independently create and maintain SOPs, process guides, and policy documents, coordinating with subject matter experts and driving quality improvements.
• Key attributes: Strong technical writing skills, able to convey complex information clearly, experience managing version control and document repositories, proficiency with documentation tools including MS Word and Confluence.

3. Infrastructure Management

• Designs, deploys, and maintains the technical infrastructure underpinning organisational operations, ensuring systems are secure, resilient, and performant.
• At Level 2, you will independently maintain network and systems components, resolve common incidents, and support senior engineers on complex projects.
• Key attributes: Strong hands-on technical skills across networking and server infrastructure, experience in incident resolution and root cause analysis, good understanding of security principles and compliance requirements.

4. Team Support

• As part of the team, you will be part of the growth, development and engagement of apprentices and Level 1 technicians, creating an environment where individuals can thrive.
• At Level 2, you will be a friendly port of call for questions and will be able to support and encourage members of the team.
• Key attributes: Strong coaching and feedback skills, high levels of empathy and interpersonal awareness.

5. Project Management

• Plans, executes, and delivers projects within agreed constraints, coordinating resources and stakeholders to achieve outcomes on time, within scope, and to budget.
• At Level 2, you will manage complete project components and routine changes independently, escalating significant risks to senior project managers.
• Key attributes: Experienced in end-to-end management of small to medium projects, familiar with PRINCE2, Agile, or equivalent methodologies, proficient use of project management tools such as MS Project or Jira.

6. R&D / Product Development

• Drives innovation and development of new products and services, conducting research, prototyping, testing, and bringing solutions to market.
• At Level 2, you will be part of developing product features, troubleshooting technical issues, and contributing meaningfully to design decisions.
• Key attributes: Strong technical skills in relevant development disciplines, good understanding of the product development lifecycle, systematic and methodical in testing and analysis.

7. Sales Engineering

• Bridges the gap between technical capability and commercial opportunity, supporting the sales process with expert technical knowledge, demonstrations, and solution design.
• At Level 2, you will manage technical sales cycles, customising solutions and handling objections confidently.
• Key attributes: Deep product knowledge with the ability to tailor solutions to client needs, skilled in handling technical objections and building client confidence, strong interest in both technology and commercial outcomes.

8. Service Desk Tech Support

• Provides front-line technical support to end users, resolving IT incidents and service requests efficiently to maintain business productivity.
• At Level 2, you will resolve escalated incidents from L1, mentor junior staff, and drive knowledge base development.
• Key attributes: Strong technical troubleshooting across hardware, software, and networks, experience mentoring and supporting junior technicians, proactive in identifying recurring problems and root causes.

9. Site Engineering

• Oversees construction and installation activities on-site, ensuring projects are delivered safely, compliantly, and to specification within schedule and budget.
• At Level 2, you will help coordinate site teams and subcontractors, resolve technical issues, and manage H&S compliance on-site.
• Key attributes: Experienced in managing subcontractors and coordinating site teams, competent in managing H&S compliance and promoting safety on-site, competent in reading and working from engineering drawings and specifications.

For more information on who we are, how we work and the culture of Grace Solutions, please check out our website. Should your application be successful, you will be asked to complete our technical assessment and then invited to an online interview. Please be prepared for this by doing your research on Grace Solutions prior to the meeting. We look forward to hearing from you!