Level 2 Support Engineer

What we’re looking for 

Virtuoso, a leading managed service provider, is on the lookout for a talented Level 2 Support Engineer to join our high-performing Tech Support Team.

This is a fantastic opportunity for someone with 2+ years of service desk experience who’s ready to take the next step in their career. You’ll work with a wide range of technologies, support global SME clients and mentor our Level 1 Support Analysts.

What you will do

• Provide technical support to clients, focusing on fast resolution and outstanding customer satisfaction.


• Troubleshoot and resolve issues across Windows (including Server), macOS, Microsoft 365, networking, and cloud platforms.


• Liaise with vendors, suppliers, and internal teams to resolve incidents and implement solutions.


• Maintain accurate and up-to-date support documentation and knowledge base articles.


• Help to grow our Level 1 Support Analysts by sharing your knowledge, skills and experiences.

What you’ll bring

• 2+ years’ experience in a customer-facing IT support or service desk role, ideally in an ITIL-oriented environment.


• Strong troubleshooting skills across desktop, server, and cloud environments.

• Experience with Microsoft 365 policy and configuration management, Active Directory troubleshooting, and networking fundamentals.

• Familiarity with Apple devices, macOS, iOS and Android.


• Excellent communication and time management skills.


• A proactive mindset and a passion for delivering great customer experiences.

• An interest in growing your technical skills through formal training, certification and internal projects.

• Strong understanding of cyber security concepts and best practices.

Qualifications

You will already hold or be on track to achieve any of the below qualifications:

• Microsoft foundation and/or intermediate certifications (e.g. AB-900, AZ-104, SC-200).

• CompTIA: A+, Network+ or Security+

Location

Full-time office-based at our offices at 10 Kings Hill Avenue, West Malling, Kent, ME19 4AR.

Hours

Shift patterns, 37.5 hours per week, and on-call cover allowance.

Benefits 
We are committed to creating great jobs for great people, and we provide: 

• Funded Training and Development - Our people’s personal development is extremely important to us. Fully paid technical courses, training and exams are available, related to your individual role. We’re also open to hearing about what you would like to learn, so that we can provide what you need to develop.

• Flexibility - We are a great place to work, providing flexible work hours, great holiday entitlement and paid parental leave.  25 days paid annual leave plus additional long service leave.
  

• Quarterly Bonus - We operate a discretionary quarterly bonus scheme based on individual, team and company performance.
  

• Social Club - We hold monthly social events such as axe-throwing, bowling, go-karting and immersive gaming, organised by our team.
  


• Great Office Culture
  - Modern offices with great facilities, including a drinks fridge, coffee machine, snacks and fruit. Gaming console for breaks and competitions. 


• Subsidised Gym Membership -
  Stay active with our subsidised gym membership, part of our commitment to your wellbeing. 

About Virtuoso 

Virtuoso is an award-winning IT service provider, supporting ambitious businesses globally since 2011.  We are a technology-driven business, strengthened by our culture and commitment to serving customers. Businesses work with us because we take the complex and make it simple.  We help customers harness the power of the Microsoft Cloud. Our managed technology services get the right balance of cloud platforms and traditional IT working together for them. From strategy and design, to delivery and support, our team of technical experts work 24/7, 365 days a year, empowering businesses with the cloud advantage. 
 

More details on our company can be found on our careers page: https://virtuoso.tech/uk/careers/