Job Description

Job Summary

We are seeking a skilled Level 2 Service Desk Technician to provide advanced troubleshooting and resolution for complex technical issues escalated from Level 1 support or directly from client users. Perform in-depth diagnostics, troubleshoot complex hardware and software issues, and coordinate with specialized teams when necessary. This role requires strong analytical skills, deep technical knowledge across multiple IT systems, and the ability to deliver excellent customer service. The Level 2 technician acts as a bridge between frontline support and senior engineering teams, ensuring incidents and service requests are resolved efficiently and thoroughly. They are responsible for maintaining detailed documentation of their actions in accordance with ITIL problem and incident management processes, and ensuring compliance with Cyber Assessment Framework (CAF), as well and NIST security controls when handling sensitive data or system access. Level 2 technicians contribute to root cause analysis, support change management activities, and help maintain the service desk knowledge base by updating technical solutions and procedures. Additionally , Level 2 technicians may assist in mentoring Level 1 staff and identifying opportunities for process improvement automation to enhance service delivery. The Service Desk Technician will play a vital role in ensuring seamless technology operations and user satisfaction across the organization.

Duties & Responsibilities

Respond to and resolve Level 2 support tickets escalated from Level 1 or directly from clients. Diagnose and troubleshoot issues related to: Operating systems (Windows, MacOS, Linux), Networking (LAN/WAN, routers, firewalls, VPNs), Cloud services (Microsoft 365, Azure, Google Workspace), Hardware and peripherals (servers, desktops, laptops, printers), and common business applications (email, collaboration, productivity, ERP/CRM). Manage and prioritize multiple tickets in the service desk system while meeting defined SLAs. Escalate unresolved or critical incidents to Level 3 engineers or vendor support when necessary. Document problem resolutions, processes, and known issues in the knowledge base. Assist with user account management, permissions, and access requests. Participate in system monitoring, patching, and maintenance activities. Support new deployments, migrations, and project-based work as assigned. Mentor and provide technical guidance to Level 1 technicians. Maintain a high level of customer satisfaction through clear communication and follow-up. Collaborate with cross-functional teams to ensure optimal IT infrastructure performance and security compliance.

Skill Requirements

Analytical and methodical approach to problem-solving Strong customer service orientation Ability to work independently and in a team Adaptability in a fast-paced environment Detail-oriented documentation and follow-up Must be very process driven and be able to follow checklists since we have many SOPs and checklists in place to ensure a good experience is provided to our clients. Windows 10/11 desktop troubleshooting skills Hardware troubleshooting skills to diagnose hardware problems quickly and decide the path to rsolution. Have real-world hands-on experience in multiple technology areas including networking, windows operating systems, VoIP phones, and Microsoft Office desktop applications. Handling customer technical support cases through phone, email, web submissions, requests for help. Assisting in preparing reference materials for users by contributing to end user or service desk operation instructions. Excellent communication skills to effectively assist end-users at varying technical skill levels. Analysis skills to diagnose complex issues involving multiple systems or infrastructure components. This position offers an engaging environment where technical expertise is valued and ongoing professional development is encouraged to stay current with evolving technology trends.

Preferred Certifications

Microsoft Certified: Modern Desktop Administrator Associate or Azure Fundamentals ITIL Foundation Certification
Job Types: Full-time, Freelance

Pay: 26,000.00-29,000.00 per year

Benefits:

Work from home
Work Location: In person

Application deadline: 21/11/2025
Reference ID: L2 Service Desk Technician | UK