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- Tasks: Provide expert technical support and mentor junior engineers in a dynamic team.
- Company: Join a growing company focused on delivering exceptional client support.
- Benefits: Enjoy a collaborative environment with opportunities for professional growth and varied work.
- Why this job: Make a real impact while engaging in diverse tasks and leading a supportive team.
- Qualifications: Proven experience in Level 2/3 support and strong communication skills required.
- Other info: Willingness to travel occasionally for on-site client support is needed.
The predicted salary is between 28800 - 43200 £ per year.
This range is provided by HartleyCo. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Direct message the job poster from HartleyCo
We are seeking a skilled and motivated Level 2/3 Support Engineer to join a dynamic support team dedicated to delivering exceptional technical assistance to clients. In this role, you will provide expert 1st to 3rd line support via phone, remote access, and on-site visits, ensuring smooth operation and satisfaction for a diverse customer base.
You will act as a technical lead and escalation point, supporting both internal staff and managed service technicians, while also mentoring Level 1 engineers.
Key Responsibilities
- Provide 1st, 2nd, and 3rd line technical support via telephone, remote access, and on-site visits.
- Serve as a technical lead for assigned customers, owning ticket escalations and support issues.
- Support and mentor Level 1 and 2 engineers, delivering training and guidance.
- Manage support tickets through a Helpdesk system, ensuring timely and accurate updates.
- Maintain and develop documentation, knowledgebase articles, and technical procedures.
- Participate in change, incident, and problem management processes.
- Conduct regular onsite visits to assigned clients and provide urgent on-site support when needed.
- Assist with onboarding new customers, including initial audits and standardisation recommendations.
- Collaborate with the support team manager to identify and implement process improvements.
- Ensure excellent customer service and communication at all times.
Skills & Experience
- Proven experience in Level 2/3 technical support or similar roles.
- Strong understanding of Helpdesk ticketing systems and support workflows.
- Experience with technologies such as Veeam, SCCM, Windows Updates, BCDR, and networking.
- Ability to provide technical leadership and mentor junior staff.
- Familiarity with change, incident, and problem management frameworks.
- Excellent verbal and written communication skills.
- Self-motivated with strong time management and organizational skills.
- Willingness to travel occasionally for on-site client support.
Why Join?
- Work in a supportive, collaborative environment with opportunities for professional growth.
- Play a key role in delivering outstanding technical support to diverse clients.
- Engage in a varied role combining remote work, on-site visits, and team leadership.
If you’re a dedicated Support Engineer looking for a challenging and rewarding role, we’d love to hear from you.
Apply today to join a growing support team making a real impact!
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Consulting
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Industries
IT Services and IT Consulting
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Level 2/3 Support Engineer employer: HartleyCo
Contact Detail:
HartleyCo Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Level 2/3 Support Engineer
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Veeam and SCCM. Having hands-on experience or relevant certifications can really set you apart during the interview process.
✨Tip Number 2
Prepare to discuss your previous experiences in providing technical support, especially at Level 2/3. Be ready to share specific examples of how you've resolved complex issues and mentored junior staff.
✨Tip Number 3
Showcase your understanding of Helpdesk ticketing systems and workflows. You might want to think of ways you've improved processes in past roles, as this aligns well with the responsibilities outlined in the job description.
✨Tip Number 4
Demonstrate your excellent communication skills by preparing questions for the interview. This shows your interest in the role and helps you assess if the company culture is a good fit for you.
We think you need these skills to ace Level 2/3 Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in Level 2/3 technical support. Include specific technologies you've worked with, such as Veeam and SCCM, and demonstrate your ability to manage support tickets effectively.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your skills align with the job responsibilities, particularly your experience in mentoring junior staff and providing excellent customer service.
Showcase Your Communication Skills: Since excellent verbal and written communication skills are essential for this role, ensure that your application is clear, concise, and free of errors. Use professional language and structure your documents well.
Highlight Problem-Solving Abilities: Provide examples in your application that showcase your problem-solving skills. Discuss specific instances where you successfully resolved technical issues or improved processes within a support team.
How to prepare for a job interview at HartleyCo
✨Showcase Your Technical Skills
Be prepared to discuss your experience with Level 2/3 support and the specific technologies mentioned in the job description, such as Veeam and SCCM. Highlight any relevant projects or challenges you've faced and how you resolved them.
✨Demonstrate Leadership Qualities
Since the role involves mentoring Level 1 engineers, share examples of how you've led teams or trained others in previous positions. This will show your potential employer that you can take on a technical lead role effectively.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Prepare to walk through how you would handle specific technical issues or customer scenarios, demonstrating your thought process and approach to troubleshooting.
✨Emphasise Customer Service Skills
As this role requires excellent communication and customer service, be ready to discuss how you've ensured client satisfaction in past roles. Share anecdotes that illustrate your ability to communicate complex technical information clearly and effectively.
