Level 2 Support Engineer



The Level 2 Support Engineer provides advanced technical support to clients, serving as the escalation point for Level 1 Support Engineers. This role is pivotal in ensuring the resolution of complex technical issues, maintaining system integrity, and supporting the continuous improvement of IT environments across client infrastructures.

• Deliver high-level technical troubleshooting and problem resolution.
• Support and mentor Level 1 Engineers to enhance the support team's capability.
• Collaborate with internal technical teams to maintain and optimize client environments.
• Ensure SLAs (Service Level Agreements) and KPIs are consistently met or exceeded.

• Deliver high-level technical troubleshooting and problem resolution.
• Support and mentor Level 1 Engineers to enhance the support team's capability.
• Collaborate with internal technical teams to maintain and optimize client environments.
• Ensure SLAs (Service Level Agreements) and KPIs are consistently met or exceeded.
• Analyze, diagnose, and resolve complex technical issues escalated from Level 1 support.
• Provide expert support in areas such as networking, server management, cloud services, backup and disaster recovery, and endpoint protection.
• Implement patches, updates, and configuration changes across environments while minimizing client disruption.
• Assist with the planning and execution of infrastructure projects and system upgrades.
• Maintain detailed documentation of issues, resolutions, procedures, and client environments in service management tools.
• Liaise with vendors for advanced troubleshooting or hardware/software replacement.
• Provide feedback and training to Level 1 support staff.
• Assist in root cause analysis and reporting for recurring or critical incidents.

• Strong knowledge of Microsoft Windows Server, Active Directory, Group Policy, DNS, DHCP, and Office 365 administration.
• Experience with virtualization platforms (e.g., VMware, Hyper-V).
• Solid understanding of networking fundamentals (TCP/IP, routing, switching, firewalls).
• Familiarity with cloud platforms (e.g., Microsoft Azure, Microsoft 365).
• Understanding of backup solutions, disaster recovery, and endpoint security.
• Working knowledge of ITIL processes and ITSM tools.

• Excellent analytical and troubleshooting skills with a methodical approach.
• Strong communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Ability to prioritize and handle multiple tasks in a high-pressure environment.
• High attention to detail and commitment to service excellence.

• 3–5 years of experience in an IT support role, with at least 2 years in a Level 2 or equivalent position.
• Experience supporting SMEs and working within a Managed Service Provider (MSP) environment is highly advantageous.

• Ability to work independently and as part of a collaborative support team.
• Proven ability to take ownership of incidents and follow through to resolution.
• Confidence to make sound decisions and escalate when necessary.

• Client-focused and service-oriented attitude with a desire to go above and beyond.
• Strong sense of accountability and commitment to continuous improvement.
• Resilient, adaptable, and receptive to feedback and evolving priorities.
• Willingness to mentor others and foster a positive, learning-focused support culture.

• Bachelor’s degree or National Diploma in Information Technology, Computer Science, or Engineering.
• Advanced technical certifications preferred (e.g., Microsoft Certified: Azure Administrator Associate, MCSA/MCSE, CompTIA Server+, VMware VCP, Cisco CCNA).

At Numata, we’re not just a global IT services company, we are the #1 Business Technology Strategists for SMEs, and a people-first business that believes in the power of growth, support, and shared success. Our mission is to create a dynamic, empowering workplace where innovation meets integrity, and where every individual can thrive personally and professionally.

We believe your growth is our growth. That’s why we fund training and development programs, helping you gain certifications and build new skills without the financial burden. With career pathways and opportunities to promote from within, your potential at Numata knows no limits. As part of a globally recognized and rapidly scaling business, you’ll gain exposure to cutting-edge experiences. This isn’t just a job; it’s your gateway to a world of opportunity.

We equip our team with world-class tools and infrastructure, whether you're working remotely or from our offices. With premium IT support and the latest tech, we make it easy for you to do your best work, every day. Our offices are more than just places to work; they’re environments designed to energize and inspire. Enjoy fresh fruit, premium coffee, popcorn, vending machine, secure parking, and a space built around people’s needs and comfort. It’s truly a home away from home!

At Numata, integrity, honesty, respect, and trust are more than just words, they’re values we live by. We foster a collaborative, team-first environment with open-door leadership and real opportunities to connect, including regular initiatives like Lunch with the CEO. Got ideas? We’re listening. Innovation is everyone’s responsibility here. You’ll be empowered to share your voice, drive change, and shape the future of our business, no matter your role.

We care for our people beyond the workplace. Enjoy comprehensive benefits including fair compensation structures, medical insurance, disability cover, annual bonuses, and access to a dedicated counselling psychologist through our Employee Assistance Programme. From a healthy social calendar, monthly team meetings, celebrations of birthdays and milestones to leadership coaching and recognition programs, we make it a priority to celebrate achievements, big and small.

We’re growing the next generation of leaders. With access to mentorship, leadership development programs, and executive coaching, we help you step confidently into every stage of your professional journey.

Why Join, and Stay, with Numata?

Because at Numata, you’re not just doing a job. You’re building a career, doing whatever it takes, making an impact, and becoming part of a supportive, ambitious community that grows together.

Numata is where your potential meets purpose. Let’s grow together!

Visit our website for more information about us:

Business Technology Strategists for SMEs | Numata

We’re excited to meet passionate individuals who are ready to make a real impact and grow with us. If this sounds like the opportunity you’ve been looking for, we’d love to hear from you! Apply today and let’s start the conversation!