Level 2/3 Support Engineer

Location: Fareham (On-site)

Employment Type: Full-Time, Permanent

About the Role -

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!