Technical Support Level 2 Engineer

Main responsibilities:

  • To provide exceptional standards of support to all customers and support a variety of products, services and platforms.
  • The effective day to day management and resolution of incidents raised by customers, in accordance with Service Level Agreements, documented processes and procedures; and provision of technical expertise on assigned project/support activity.
  • Provide exceptional customer service
  • Work towards achieving 2nd Line CSF & KPI’s
  • Ensure that incidents are dealt with according to customer and priority needs
  • Take ownership of logged incidents, tracking the progress of all calls and follow-up with the customer to ensure that they are satisfied with the resolution
  • Follow processes to ensure that a high quality of service is provided to all customers
  • Build relationships within the service desk team, the delivery team and the wider organisation
  • Diagnoses and troubleshooting Level 2 problems encountered with hardware, software and peripherals.
  • Documents service orders and perform follow up of completed orders for management information reporting and customer satisfaction.
  • Coordinates user requests with external vendors according to policies and procedures.
  • Handles problems that the first-tier of help desk support is unable to resolve.
  • Provide guidance / training for less-experienced personnel.
  • Coordinates referrals to appropriate technical, professional or service personnel for appropriate services, repairs, training or follow-up.
  • Ensure that documented procedures and processes are understood and followed
  • Follow escalation procedures effectively for any incidents that cannot be managed and resolved or risk breach to SLA

Technical requirements.

A suitable candidate must demonstrate a good working knowledge of the following:

  • Microsoft Exchange
  • Microsoft Server management
  • Microsoft SQL Server
  • Experience with Network Backups
  • Experience with VMWare

The successful candidate must be ITIL certified with demonstrated application of ITIL framework in previous employment


minimum of 5+ years experience in IT, remote support experience is preferable.

Other Requirements

  • Appropriate second or third level qualification an advantage
  • Excellent customer service skills; this includes language proficiency and communication skills, good writing skills.
  • Ability to work independently and proactively
  • Good problem solving skills
  • Excellent interpersonal and planning skills.
  • Strongly team-focused
  • Commitment to self development and may assist in development of others

For further information contact Maria on 094 9029944 and email CV

Your Recruitment Consultant is Maria

Maria is a Senior Recruitment Consultant with Arcon Recruitment. Maria is responsible for developing relationships with new and existing companies and assisting them with all aspects of their recruitment requirements.