The role
We’re looking for a Tier 2 Service Engineer Team Leader to join our team.
The Tier 2 Service Engineer Team Leader plays a pivotal role in resolving more complex IT issues escalated from Tier 1, while also providing advanced technical support to clients. This role while being hands on will also involve the team leadership of the Tier 2 Service Engineers.
Working in an MSP environment, the team leader is responsible for ensuring their team are diagnosing, troubleshooting, and resolving issues related to infrastructure, networking, servers, and business-critical applications to the agreed KPIs as well as performing the engineering function alongside their team. This role demands deeper technical knowledge, excellent problem-solving skills, and the ability to work collaboratively with higher-tier teams, ensuring timely and effective resolutions to IT problems.
Some of the responsibilities of a Tier 2 Service Engineer Team Leader at Netcentrix include:
- Team Leadership & Management.
- Lead and manage the Tier 2 Service Engineer team, ensuring consistent delivery of high-quality technical
support aligned with SLAs and KPIs.
- Act as the primary escalation point for technical and customer service issues within the Tier 2 Service Engineer
team, ensuring timely resolution or appropriate escalation.
- Organise, coordinate, and prioritise daily workloads and ticket assignments to maintain effective workflow within
the team.
- Provide day-to-day guidance, coaching, and mentoring to Tier 2 Service engineers to ensure their ongoing
development and high performance.
- Conduct regular 1:1s, performance reviews, and contribute to training plans to help grow the capability of the team.
- Monitor and report on team performance, identifying trends and areas for improvement to management.
- Collaborate with Service Desk Managers and other team leads to ensure smooth handover of incidents, requests,
and escalations.
- Take ownership of more complex incidents and problems from initial diagnosis to full resolution.
- Proactively monitor system alerts and identify potential risks, mitigating downtime through quick action.
- Provide support during new client onboarding, including configuration and deployment of hardware/software.
- Serve as a key technical contact for clients, providing in depth support and updates on the status of incidents or requests.
- Collaborate with internal teams on large-scale IT initiatives and support the development of technical strategy for client infrastructure.
Some essential criteria for this role includes:
- Strong working knowledge of Windows Server (2012, 2016, 2019), Active Directory, DNS, DHCP, and Group Policy.
- Advanced knowledge of Office 365, including administration of Exchange Online, SharePoint, Teams, and OneDrive.
- Experience in supporting and troubleshooting virtualization platforms (VMware, Hyper-V).
- Networking expertise, including TCP/IP, VLANs, routing, firewalls (e.g. SonicWall, Cisco, Fortinet), and VPNs.
- Experience with cloud platforms, particularly Microsoft Azure and/or AWS.
- Familiarity with backup and disaster recovery solutions.
- Strong analytical thinking skills, able to methodically troubleshoot complex issues.
- Excellent communication skills, capable of explaining technical concepts to non-technical users.
- Strong prioritisation skills, with an ability to balance urgent requests with long-term projects.
- Strong interpersonal skills, with a collaborative approach to working with Tier 1, Tier 3, and other cross functional teams.
- Willingness to mentor junior team members and share technical expertise.
- Proven experience in a technical support role, within an MSP environment.
- Extensive experience troubleshooting Microsoft Windows Server, Active Directory, Office 365, and Azure Cloud platforms.
- Hands-on experience with networking infrastructure and troubleshooting.
- Good understanding of cybersecurity practices.
- Relevant certifications (e.g. Microsoft Certified: Azure Administrator, MCSA, CompTIA Network+, Cisco CCNA, ITIL Foundation).
Here's why you'll love it at Netcentrix
Our vision is to be the leading sustainable Managed Services Provider (MSP) delivering world class Customer Experience (CX) and Digital Transformation solutions.
And, when it comes to support, we are always looking for new ways to help our team grow and develop. Our values allow us to nurture a supportive company culture and retain a dedicated workforce through valuing our team’s hard work, empowering each other to do our best, whilst staying humble and having compassion.
We will invest in your learning and celebrate your successes by recognising and rewarding your hard work. Some of our company benefits include:
- 25 days holiday + bank holidays + 1 volunteering day
- Your Birthday off
- Hybrid working
- Enhanced Maternity & Paternity Leave
- Employee loyalty rewards
- Accredited Investors in People organisation
- Regular company events
- Plenty of scope for progression and opportunities for training – technical and management
- Achievement celebrations & rewards
- Medical schemes and cycle-to-work initiatives
- Mental wellbeing and financial wellbeing support
- Check out our main careers page for more info on our benefits!
Netcentrix is part of the New Technology Group – an equal opportunities employer. We are committed to equality of opportunity for all colleagues, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Read our recruitment privacy notice here.
