L2 Support Engineer

About the Role

We are seeking an experienced and proactive L2 Support Engineer to join a high-performing Managed Services team. This role is responsible for resolving complex technical issues, maintaining secure and reliable client environments, and delivering exceptional support across a diverse technology landscape.

With a strong focus on Apple-first environments, you will leverage your expertise across macOS and iOS while also supporting Windows desktop and server technologies. You will take ownership of support cases from initial investigation through to resolution, contribute to continuous improvement initiatives, and play an active role in mentoring junior team members.

About the Client

You will be working with a highly regarded managed services provider that specialises in supporting modern workplace environments for small and medium-sized businesses. Renowned for its expertise in Apple technologies, cloud platforms, and managed IT services, the organisation partners closely with clients to deliver secure, scalable, and innovative technology solutions. Its culture is built on accountability, collaboration, integrity, and continuous improvement.

Experience & Technical Expertise

• Minimum 2+ years of experience in an L2 Support Engineer role within an MSP environment.
• Strong troubleshooting expertise across:
  • macOS
  • iOS
  • Windows Desktop
  • Windows Server
  • Proven ability to manage support requests end-to-end within SLA-driven environments.
  • Experience working independently while balancing multiple priorities, escalations, and client expectations.

  Essential Tools & Technologies

  • Microsoft 365 and/or Google Workspace administration.
  • Remote Monitoring and Management (RMM) platforms.
  • ITSM and ticketing systems.
  • Endpoint protection and patch management solutions.
  • Networking fundamentals including DNS, DHCP, IP addressing, and VLANs.
  • MDM and identity management platforms such as Jamf, Addigy, JumpCloud, Okta, or Entra ID.
  • Familiarity with AI-powered tools and their practical application within technical support environments.

  Preferred Skills

  • Scripting experience using PowerShell, Bash, or Zsh.
  • Relevant certifications across Microsoft, Apple, or Google technologies.
  • Exposure to security frameworks and compliance standards.

  Personal Attributes

  • Excellent verbal and written communication skills.
  • Strong analytical and problem-solving abilities.
  • Calm and methodical approach when working under pressure.
  • Strong organisational and time-management skills.
  • Proactive mindset focused on continuous improvement.
  • Collaborative team player with a passion for mentoring and knowledge sharing.

Technical Support

• Resolve technical support requests within agreed service levels, delivering sustainable long-term solutions.
• Troubleshoot and support macOS, iOS, Windows desktop, and server environments.
• Follow established support processes and escalate issues where appropriate.
• Maintain clear and proactive communication with clients throughout the support lifecycle.
• Monitor client environments to identify risks, performance concerns, and compliance issues.

Client Relationships

• Build strong client relationships through professional and proactive engagement.
• Act as a trusted technical contact for support-related matters.
• Assist with onboarding and offboarding activities.
• Identify opportunities to enhance client environments and improve operational efficiency.

Documentation & Knowledge Sharing

• Maintain accurate technical documentation and support records.
• Contribute to internal knowledge bases and documentation repositories.
• Share expertise with colleagues and support ongoing team development initiatives.

Process Improvement

• Identify opportunities to improve workflows, tools, and service delivery processes.
• Stay current with emerging technologies and industry best practices.
• Leverage technology and automation to improve efficiency and service outcomes.

Team Collaboration

• Mentor and support junior engineers to strengthen team capability.
• Collaborate with colleagues on technical projects and service initiatives.
• Contribute positively to a collaborative, high-performing team culture.