Tier 2 Service Engineer

The Tier 2 Service Engineer plays a pivotal role in resolving more complex IT issues escalated from Tier 1, while also providing advanced technical support to clients.

Working in an MSP environment, the engineer is responsible for diagnosing, troubleshooting, and resolving issues related to infrastructure, networking, servers, and business-critical applications.

This role demands deeper technical knowledge, excellent problem-solving skills, and the ability to work collaboratively with higher-tier teams, ensuring timely and effective resolutions to IT problems.

Career Path & Progression

As a Tier 2 Service Engineer, there are opportunities to progress into more specialised roles within networking, cybersecurity, or cloud infrastructure. Alternatively, the role serves as a stepping stone to Tier 3 engineering or technical consultancy positions, providing the foundation to take on more strategic or project-based responsibilities.

Reporting to the Service Team Leader, the key responsibilities of the role are as follows:

Advanced Technical Support & Troubleshooting

• Resolve escalated tickets from tier 1, addressing more complex issues relating to servers, networking, and critical business applications
• Diagnose and resolve issues involving Windows Server, virtualization (VMware, Hyper-V), Office 365, Exchange, and cloud platforms
• Perform remote troubleshooting and on-site troubleshooting as a last resort
• Provide support and complete change requests for networking infrastructure including routers, switches, firewalls, and VPNs

Incident & Problem Management

• Take ownership of more complex incidents and problems from initial diagnosis to full resolution
• Follow ITIL-aligned processes for managing and escalating incidents where required
• Collaborate with tier 3 engineers for root cause analysis and long-term resolution of recurring issues
• Participate in an out-of-hours on-call rota to provide incident response coverage and resolution

System Maintenance & Monitoring

• Carry out regular monitoring and health checks of client systems (servers, networks, backups) to ensure they remain operational
• Implement preventive maintenance plans and updates to avoid future disruptions
• Proactively monitor system alerts and identify potential risks, mitigating downtime through quick action

Project Support

• Assist with the implementation and migration of IT projects, including server upgrades, cloud migrations, and network improvements
• Provide support during new client onboarding, including configuration and deployment of hardware/software

Client Management & Communication

• Ensure timely and clear communication with clients regarding ticket progress, including expected timeframes for resolution
• Help maintain high levels of customer satisfaction by delivering top-quality support

Documentation & Knowledge Sharing

• Maintain and update technical documentation, standard operating procedures, and knowledge base articles for use by Tier 1 and other support teams
• Share technical knowledge with Tier 1 engineers, offering guidance and support to help improve their problem-solving skills

Collaboration with Higher-Tier Teams

• Work closely with Tier 3 engineers and specialists to resolve particularly complex issues
• Collaborate with internal teams on large-scale IT initiatives and support the development of technical strategy for client infrastructure

Training & Development

• Keep up-to-date with emerging technologies, products, and IT best practices
• Actively participate in internal training programs to advance to higher technical levels
• Proactively utilise the online training portals made available

Key Performance Indicators (KPIs)

• Handle ticket within SLA after being escalated First-time resolution of complex issues Customer satisfaction ratings (CSAT) for escalated tickets resolved
• Proactive issue identification and resolution rates
• Accurate time logging against actions on ticket
• Contribution to knowledge base and training materials

Skills, knowledge, competencies that are required for the role are as follows:

Essential

Technical Expertise

• Strong working knowledge of Windows Server (2012, 2016, 2019), Active Directory, DNS, DHCP, and Group Policy
• Advanced knowledge of Office 365, including administration of Exchange Online, SharePoint, Teams, and OneDrive
• Experience in supporting and troubleshooting virtualization platforms (VMware, Hyper-V)
• Networking expertise, including TCP/IP, VLANs, routing, firewalls (e.g., SonicWall, Cisco, Fortinet), and VPNs
• Experience with cloud platforms, particularly Microsoft Azure and/or AWS Familiarity with backup and disaster recovery solutions

Analytical Problem Solving

• Strong analytical thinking skills, able to methodically troubleshoot complex issues
• Ability to perform root cause analysis to prevent recurring issues

Communication

• Excellent communication skills, capable of explaining technical concepts to non-technical users
• Professional and clear in written and verbal communications, ensuring clients are informed throughout the support process

Time Management & Organisation

• Able to manage multiple incidents and projects simultaneously
• Strong prioritisation skills, with an ability to balance urgent requests with long-term projects

Team Collaboration

• Strong interpersonal skills, with a collaborative approach to working with Tier 1, Tier 3, and other cross functional teams
• Willingness to mentor junior team members and share technical expertise

Other

• Proven experience in a technical support role, within an MSP environment
• Extensive experience troubleshooting Microsoft Windows Server, Active Directory, Office 365, and Azure Cloud platforms
• Hands-on experience with networking infrastructure and troubleshooting
• Good understanding of cybersecurity practices Relevant certifications (e.g., Microsoft Certified: Azure Administrator, MCSA, CompTIA Network+, Cisco CCNA, ITIL Foundation)

Desirable

• Experience with IT security best practices (e.g., firewall configuration, MFA, antivirus solutions)
• Experience with scripting and automation tools (e.g., PowerShell, Batch, AI)
• Experience with ITSM platforms like HaloPSA, ConnectWise, Autotask, or similar
• Familiarity with compliance standards such as GDPR or ISO 27001

About you

• Customer-centric Approach: Dedicated to delivering a high standard of service to clients
• Proactive: able to anticipate potential problems and proactively address them before they become critical
• Resilient: works well under pressure and can handle escalated issues efficiently
• Continuous Learner: demonstrates a desire for self improvement, continuously enhancing technical skills and knowledge