Job Summary

As a Lead L2 Technical Service Engineer, you will play a pivotal role in driving high-quality infrastructure support and project delivery within our service operations. Positioned as the senior technical anchor in the team, you will handle escalations across systems and cloud infrastructure, lead deployment of complex IT solutions, and guide junior engineers in best practices.

You will be responsible for ensuring the successful implementation of infrastructure services—including Microsoft 365, Windows Server environments, virtualization, and basic networking—in alignment with client expectations and internal quality standards. In addition to strong hands-on skills, this role requires a structured, process-driven mindset and a genuine passion for mentoring and operational excellence.

This is a hands-on leadership role for someone who thrives on ownership, clear documentation, and the satisfaction of solving difficult problems while enabling team growth.

Responsibilities

Advanced Technical Escalation & Support

• Act as the final escalation point for L1 and L2 engineers in complex technical issues, covering systems, cloud services, and infrastructure-related incidents.
• Troubleshoot and resolve issues across Windows Server, Microsoft 365, Active Directory, virtualization, and backup environments.
• Perform root cause analysis (RCA) and document permanent solutions and best practices.

Infrastructure Project Implementation

• Lead implementation of key infrastructure projects such as M365 migration, server upgrade, AD setup, backup configuration, and endpoint rollout.
• Collaborate with the Network Engineer in joint deployments involving firewall, VPN, and hybrid environments.
• Oversee pre-deployment technical planning, execution, and documentation of project outcomes.

Technical Ownership & Standards

• Define and enforce infrastructure standards for deployment, hardening, and documentation.
• Review and validate the work quality of L2 and network engineers before deployment.
• Maintain system documentation, configuration records, and SOPs with clear version control.

Internal Mentoring & Knowledge Transfer

• Train and coach L1 and L2 engineers in troubleshooting techniques, client communication, and operational consistency.
• Lead regular peer case reviews, post-mortem sessions, and SOP walkthroughs.
• Support onboarding of new engineers and ensure knowledge base updates after major incidents.

Client Communication & Solution Advisory

• Participate in client meetings or pre-sales sessions to provide technical input for high-complexity solutions.
• Assist in scoping new client environments, evaluating risks, and preparing deployment timelines.
• Communicate professionally and confidently with clients in both operational and advisory contexts.

Continuous Improvement & Team Collaboration

• Collaborate with the Service Coordinator and project team to manage workload distribution and delivery timelines.
• Provide feedback to improve internal processes and assist in evaluating new tools, systems, or automation approaches.
• Stay updated on emerging infrastructure trends and propose relevant adoption where applicable.

Which Technical Skills and Qualifications You Should Have:

Technical Skills (Must-Have)

• Strong expertise in Microsoft 365 tenant administration including Exchange Online, SharePoint, OneDrive, Teams, and Intune.
• Solid experience with Windows Server technologies, including Active Directory, DNS/DHCP, Group Policy, and Hyper-V or VMware virtualization.
• Familiarity with Microsoft Azure environments, particularly in user/device sync, identity management, and cloud policy deployment.
• Proficiency in backup solutions such as Dropsuite, Veeam, or equivalent.
• Working knowledge of networking fundamentals including firewall policies, VPN setup, port forwarding, VLANs, and IP routing (Fortinet, Meraki, or similar).
• Strong troubleshooting methodology with ability to perform root cause analysis and create SOPs based on findings.
• Able to write, organize, and maintain technical documentation, runbooks, and knowledge base articles clearly.

Additional Technical Skills (Good to Have)

• Experience in deploying or maintaining RMM tools (e.g., Logicmonitor, NinjaOne, Huntress) and PSA systems (e.g., HaloPSA).
• Exposure to scripting or automation tools (e.g., PowerShell, Intune scripts, basic Python) for improving support efficiency.
• Knowledge of cybersecurity practices such as MFA, conditional access, and endpoint protection platforms.

Qualifications

• Diploma or Degree in Information Technology, Computer Engineering, or related field.
• Minimum 5 years of hands-on experience in infrastructure support, including Microsoft ecosystem and SME project delivery.
• Prior experience in a Managed Service Provider (MSP) or systems integrator environment is highly preferred.
• Certifications preferred:
• Microsoft Certified: Azure Solution Architect Expert
• Microsoft Certified: Administrator Expert
• ITIL Foundation or equivalent service management certification
• CCNA / CCNP or equivalent

The Kind of Person We Are Looking for:

• Enjoy taking responsibility for complex infrastructure problems and seeing them through to full resolution.
• Have a strong internal compass for quality and don’t let low standards slide — in your work or others’.
• Are comfortable mentoring and guiding others, even when under pressure.
• Prefer to build systems and playbooks, not just react to tickets.
• Can confidently speak to clients, translate tech into business impact, and advise based on real experience.
• Write clearly, document consistently, and treat SOPs as a professional habit, not a chore.
• Are curious about emerging tools (automation, monitoring, AI) and like to try what can make work better.
• Believe in 1% improvement every day, and want to grow into a senior leadership role over time.

Who You'll Collaborate With:

As a core member of the technical leadership team, you’ll be working across departments to ensure smooth delivery, rapid escalation handling, and continuous improvement.

You will collaborate closely with:

• CEO / Director – for technical strategy, escalations, and key project execution
• Service Coordinator – to manage ticket flow, project timelines, and engineer scheduling
• Network Specialist – for joint deployments, firewall/VPN/infrastructure delivery
• L2 Technical Engineers – to review solutions, guide best practices, and share load
• L1 Technical Engineers (Remote & Onsite) – for mentorship, escalation support, and performance reviews
• Sales & Account Managers – to validate technical feasibility during pre-sales or onboarding
• Project Implementation Team – to ensure high-quality delivery across systems and client environments

Who’s Ideal For This Role:

This role is for you if you are...

• You take pride in solving complex infrastructure problems and want to go beyond just “closing tickets”
• You enjoy mentoring and raising the technical standards of those around you
• You want to be part of a team that values documentation, knowledge sharing, and long-term system improvement
• You thrive in fast-paced environments where you can take ownership and be trusted to deliver
• You want to grow into a technical leadership role, where you’re not just doing — you’re building
• You understand the balance between hands-on execution and scalable delivery
• You value calm, clarity, and high trust in day-to-day work
• You’re excited about helping shape a next-generation MSP that integrates cloud, automation, and client-first delivery

This role is NOT for you if...

• You are only interested in reactive support and have no desire to improve processes or mentor others
• You avoid client-facing interactions and prefer to stay purely backend
• You are uncomfortable taking ownership of escalations or being the final decision-maker in technical situations
• You do not enjoy documentation or sharing knowledge with the team
• You are not interested in learning beyond your current expertise or growing into a leadership position
• You prefer to be told what to do instead of proactively identifying what needs to be done
• You struggle with balancing delivery speed and quality, and prefer shortcuts over standards