Technical Support Officer - Level 2

Join a growing technology team! Are you an experienced Level 2 IT Support Technician who enjoys solving problems, working directly with customers and getting stuck into a mix of technical support and project work?

Our client, is looking for a capable and customer-focused IT professional to join their team. This is a fantastic opportunity for someone who wants to work across Level 2 technical support, infrastructure, networking, project delivery and managed services while continuing to develop their technical skills.

About the Role

As a Level 2 IT Support Technician, you will provide technical support to customers while also assisting with the implementation and delivery of professional services projects.

Your day-to-day work will include troubleshooting hardware, software and network issues, configuring and deploying infrastructure, managing user access and permissions, supporting customer environments and attending customer sites when required.

You will also take escalations from Level 1 technicians and work closely with internal teams and external providers to ensure issues are resolved efficiently and within agreed service levels.

This role involves extensive travel, requiring availability for at least two weeks away per month.

Key Responsibilities

• Provide Level 2 technical support across hardware, software, applications and network environments.
• Deliver professional services tickets and assist with IT projects and implementations.
• Configure, provision and troubleshoot network, CCTV and infrastructure hardware.
• Install and configure third-party software and applications.
• Manage customer security groups, permissions and user administration.
• Assist with customer onboarding and offboarding.
• Troubleshoot and resolve incidents, service requests and technical problems.
• Take escalations from Level 1 technicians and provide guidance where required.
• Answer incoming customer support calls and provide remote technical assistance.
• Attend customer sites to undertake technical activities and project delivery.
• Maintain accurate and professional documentation within IT Glue and ConnectWise.
• Ensure all customer communications, troubleshooting activities and ticket updates are accurately recorded.
• Work collaboratively with other technicians, service delivery teams and external service providers.
• Participate in the regular on-call roster.
• Contribute to the development and continuous improvement of internal processes and the knowledge base.
• Maintain customer and company environments in accordance with security policies and procedures.
• Keep your ConnectWise schedule, time entries and tickets accurately maintained.

What We're Looking For

We're looking for someone who is technically capable, organised and genuinely enjoys helping customers.

You will ideally have:

• Previous experience in a Level 2 IT Support / Service Desk / Managed Services environment.
• Strong troubleshooting and problem-solving skills.
• Experience configuring, provisioning and deploying IT infrastructure.
• Knowledge of networking, hardware, software and user administration.
• Experience with Microsoft environments and technologies.
• Experience with ConnectWise and/or IT Glue would be highly regarded.
• Excellent customer service and communication skills.
• The ability to explain technical information clearly to non-technical users.
• Strong time management and organisational skills.
• The ability to work autonomously while also contributing positively to a team.
• A proactive approach and willingness to take ownership of issues.
• A genuine interest in continuing to develop your technical knowledge and qualifications.

Why Join the Team? You'll be joining an organisation that genuinely values its people and customers, with a strong focus on:

• We Care – taking responsibility and delivering consistently.
• Above and Beyond – exceeding customer expectations.
• Challenging the Status Quo – finding smarter and better ways of working.
• Present and Connected – communicating openly and respectfully.
• Continuous Improvement – developing people, processes and technical capability.

This is an excellent opportunity for an experienced IT professional looking for a role where no two days are the same, with exposure to both technical support and project delivery.

Ready for Your Next Challenge? If you're an experienced IT support professional who enjoys solving problems, working with customers and wants to continue building your technical career, we'd love to hear from you.