L2 Engineer

Job title:

L2 Engineer

Reporting to:

Engineering Lead

Responsible for:

Managing and working within a dedicated team you will be responsible for providing 2nd Line Support covering critical hardware and systems for our internal staff along with project work

Based at:

Home and office

Scope:

Utilising industry standard toolsets, you will handle user issues, requests, and automated alerts, bringing them to an appropriate resolution or escalating where necessary, all under an ITIL aligned framework.

Purpose

• Providing support during UK business hours (Monday to Friday 09.00 – 17.30)
• Experienced engineer to join and existing team of L2 engineers focused on escalations and project work
• Expected to contribute to continuous improvement activities, working with the team to identify and improve internal processes to delight our internal staff.
• Engage in cross training with other team members and the Service Desk
• Ensuring best practice is followed and knowledge shared within and across the support teams
  
  

Role

Bell Integration is an IT Services company specialising in Infrastructure technology and services including IT lifecycle management, Managed Services, and Consulting & Project Services.

We provide onsite and remote Managed Services for a variety of customers across Telecoms, Retail, Media and Financial Services. This can range from desktop support to hardware lifecycle management to specialist technical support.

This role will be both fulfilling an End User Support position internally for Bell. Ensuring our employees are operational so that they can support our customers.

ACTIVITIES:

• Deal with escalations from the service desk and help the team where needed
• Engage in internal projects and be one of the technical team members involved in configuration and set up
• Contribute ideas for continual improvement of team and service delivery in general
• Understanding of Azure subscriptions and their groups
• Managing and configuring Intune policies across macOS, Windows, iOS and Android
• Implementing integrations within projects for various applications
• Scripting/automation
• Proactively drive tickets and workflow and assertively chase any tickets languishing in queues
• Monitor SLAs, escalate (and where possible help expedite) any threatened SLA breaches
• Provide training to other team members including the Service Desk
• Complete tasks and administration as defined by the business
• Ensure all entries to the ITSM tool are accurate, concise and timely
• Be continually focussed and maintain an ongoing understanding of the interdependencies that Problem, Change and Configuration Management processes have on good Incident Management.
• Pursue personal development of own skills and knowledge necessary for the effective performance in the assigned role.
• Push the high-performance boundary by demonstration of unrelenting effort to close incidents, for known errors, without the need for functional escalation.
• Establish and maintain effective working relationships with customer contacts, colleagues and management taking task guidance from your line manager
• Maintain an ongoing awareness of the customer base and the contractual service support and delivery entitlements.
• Maintain an ongoing awareness of all standard operating procedure (SOP) content keeping abreast of new releases or updates
  
  

COMPETENCIES

• Ability to work on your own initiative and learn new skills
• Positive and enthusiastic team player
• Excellent communication/ customer service skills and experience
• Logical approach to problem solving
• Attention to detail
• Be able to work alone and follow instructions from other team members and from other departments
  
  

Person

Key Skills Required

Essential:

• Extensive knowledge of supporting Microsoft 365 and its admin centres
• Previous experience of L2 Engineering tasks or relevant experience of 3+ years in IT
• Good level understanding of integrations with Entra/Azure
• Experience and understanding of Azure Subscriptions and how to manage them
• Implementing configuration policies for Windows, iOS, Android and macOS
• Experience in working with Enterprise applications and registered apps
• Understanding of compliance policies and how they work
• Proficient with operating systems, including but not limited to: Windows 11
• Technical troubleshooting in cloud and On-Prem environments
• Experience working with ticketing systems such as ServiceNow
• Knowledge and understanding of working to defined SLAs
• Understanding of IT workflows/ITIL practices
• Good working knowledge of server infrastructure and networking
• Good understanding of Intune and it’s configuration policies
• Experience of helping in technical projects
  
  

Desirable

• ITIL Certification
• Azure Fundamentals certification
• Comptia A+, N+ and Sec+