Lead Level-2 Technical Service Support Engineer

Position :

Lead L2 Technical Service Engineer

Salary :

Negotiable (based on experience)

Overview:

We are looking for a proactive and experienced Lead L2 Technical Service Engineer to be the backbone of our technical operations. In this hands-on leadership role, you will oversee complex infrastructure support, manage escalations, and drive project delivery while mentoring junior engineers. You'll ensure our IT solutions—spanning Microsoft 365, Windows Server, virtualization, and networking—are implemented effectively, aligned with client expectations, and meet high-quality standards.

This is a role for someone who enjoys ownership, problem-solving, and creating systems and processes that make teams more effective.

Key Responsibilities

Escalation & Advanced Support:

• Serve as the primary escalation point for L1 and L2 engineers for complex incidents.
• Troubleshoot and resolve issues across Windows Server, Active Directory, Microsoft 365, virtualization, and backup systems.
• Conduct root cause analysis (RCA) and document solutions and best practices for future reference.

Infrastructure Projects:

• Lead infrastructure projects including M365 migrations, server upgrades, Active Directory setups, backup configurations, and endpoint deployments.
• Collaborate with network specialists on joint deployments involving firewalls, VPNs, and hybrid setups.
• Plan, execute, and document projects with precision to ensure smooth implementation.

Technical Ownership & Standards:

• Establish and enforce infrastructure standards, including deployment, hardening, and documentation protocols.
• Review and validate L2 and network engineers' work before deployment.
• Maintain accurate system documentation, runbooks, and SOPs with version control.

Mentoring & Knowledge Sharing:

• Train and guide L1 and L2 engineers on troubleshooting, operational processes, and client communication.
• Lead case reviews, post-mortems, and SOP walkthroughs regularly.
• Support onboarding and keep the knowledge base updated following major incidents.

Client Interaction & Advisory:

• Participate in client meetings or pre-sales discussions to provide technical insights for complex solutions.
• Assist in scoping new client environments, assessing risks, and planning deployment timelines.
• Communicate clearly with clients, translating technical details into business impact.

Continuous Improvement & Collaboration:

• Work with the Service Coordinator and project teams to balance workloads and meet delivery timelines.
• Identify opportunities to improve processes, introduce tools, and explore automation.
• Stay current with emerging technologies and propose adoption where it adds value.

Required Skills & Qualifications

Technical Expertise (Must-Have):

• Microsoft 365 administration (Exchange Online, SharePoint, OneDrive, Teams, Intune).
• Windows Server environments (AD, DNS/DHCP, Group Policy, Hyper-V/VMware).
• Familiarity with Microsoft Azure for identity management, device sync, and cloud policy deployment.
• Experience with backup solutions (Dropsuite, Veeam, or similar).
• Networking fundamentals (firewalls, VPNs, VLANs, IP routing; Fortinet, Meraki, or equivalent).
• Strong troubleshooting skills with the ability to create SOPs and conduct root cause analysis.
• Ability to produce clear technical documentation and maintain knowledge bases.

Additional Skills (Nice-to-Have):

• Experience with RMM tools (LogicMonitor, NinjaOne, Huntress) or PSA systems (HaloPSA).
• Basic scripting/automation (PowerShell, Intune scripts, Python).
• Knowledge of cybersecurity practices (MFA, conditional access, endpoint protection).

Qualifications:

• Diploma or Degree in IT, Computer Engineering, or related field.
• Minimum 5 years hands-on infrastructure support, including Microsoft ecosystem and project delivery experience.
• Prior experience in MSP or system integrator environments preferred.
• Certifications (preferred):
• Microsoft Certified: Azure Solution Architect Expert
• Microsoft Certified: Administrator Expert
• ITIL Foundation or equivalent
• CCNA / CCNP or equivalent

Who We're Looking For:

• Someone who thrives on solving complex infrastructure challenges and delivering end-to-end solutions.
• A mentor who raises technical standards and coaches team members.
• An engineer who values documentation, knowledge sharing, and building systems rather than just reacting to tickets.
• Confident in client communication and able to translate tech solutions into business value.
• Curious about new tools, automation, and efficiency improvements.
• Motivated by continuous growth and aiming for a senior technical leadership role over time.

Ideal Candidate Traits:

• Ownership-driven, proactive, and solution-focused.
• Committed to quality and standards, even under pressure.
• Collaborative, curious, and eager to innovate.
• Balanced approach to hands-on execution and scalable delivery.

Not Suitable If:

• You prefer purely reactive support or avoid process improvement.
• You're uncomfortable with client-facing responsibilities.
• You shy away from documentation or mentoring responsibilities.
• You're not interested in continuous learning or leadership growth.

Who You'll Work With:

• CEO / Director: Technical strategy, escalations, key projects
• Service Coordinator: Ticket flow, project scheduling, workload management
• Network Specialist: Joint infrastructure deployment and firewall/VPN setups
• L2 Engineers: Solution review, mentoring, and support collaboration
• L1 Engineers: Onsite/remote support, training, and escalation handling
• Sales & Account Managers: Pre-sales validation and onboarding support
• Project Teams: Ensuring high-quality client deliverables