Were looking for a Tier 2 Service Engineer Team Leader to join our team.
The Tier 2 Service Engineer Team Leader plays a pivotal role in resolving more complex IT issues escalated from Tier 1, while also providing advanced technical support to clients. This role while being hands on will also involve the team leadership of the Tier 2 Service Engineers.
Working in an MSP environment, the team leader is responsible for ensuring their team are diagnosing, troubleshooting, and resolving issues related to infrastructure, networking, servers, and business-critical applications to the agreed KPIs as well as performing the engineering function alongside their team.
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.
The responsibilities of a Tier 2 Service Engineer Team Leader at Netcentrix include:
Team Leadership & Management Lead and manage the Tier 2 Service Engineer team, ensuring consistent delivery of high-quality technical support aligned with SLAs and KPIs.
Act as the primary escalation point for technical and customer service issues within the Tier 2 Service Engineer team, ensuring timely resolution or appropriate escalation.
Organise, coordinate, and prioritise daily workloads and ticket assignments to maintain effective workflow within the team.
Provide day-to-day guidance, coaching, and mentoring to Tier 2 Service engineers to ensure their ongoing development and high performance.
Conduct regular 1:1s, performance reviews, and contribute to training plans to help grow the capability of the team.
Monitor and report on team performance, identifying trends and areas for improvement to management.
Collaborate with Service Desk Managers and other team leads to ensure smooth handover of incidents, requests, and escalations.
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 some configuration changes 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: Serve as a key technical contact for clients, providing in depth support and updates on the status of incidents or requests.
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 once knowledge is exhausted.
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) Time to resolve escalated tickets within SLA.
% of tickets resolved without being escalated to 3rd Tier.
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 tickets Contribution to knowledge base and training materials.
The skills, knowledge and competencies 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.
Proven experience in a technical support role, within an MSP environment.
Other: 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.
Here's why you'll love working for us:
Our vision is to be the leading sustainable Managed Services Provider (MSP) delivering world class Customer Experience (CX) and Digital Transformation solutions. And, when it comes to support, we are always looking for new ways to help our team grow and develop. Our values allow us to nurture a supportive company culture and retain a dedicated workforce through valuing our teams hard work, empowering each other to do our best, whilst staying humble and having compassion.
We will invest in your learning and celebrate your successes by recognising and rewarding your hard work. Some of our company benefits include:
25 days holiday + bank holidays + 1 volunteering day
Your Birthday off
Hybrid working
Enhanced Maternity & Paternity Leave
Employee loyalty rewards
Accredited Investors in People organisation
Regular company events
Plenty of scope for progression and opportunities for training technical and management
Achievement celebrations & rewards
Medical schemes and cycle-to-work initiatives
Mental wellbeing and financial wellbeing support
Check out our main careers page for more info on our benefits!
Netcentrix is part of the New Technology Group an equal opportunities employer. We are committed to equality of opportunity for all colleagues, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.
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