The Level 2 Service Desk Engineer position involves providing advanced technical support to end-users, resolving complex incidents and service requests, and mentoring Level 1 engineers. The ideal candidate should have 5-8 years of experience in a service desk environment, strong troubleshooting skills, and the ability to effectively communicate technical solutions to non-technical users.

5-8 years of experience in a service desk or technical support role.

Strong technical proficiency in troubleshooting hardware, software, and network issues.

Excellent problem-solving skills and ability to analyse complex incidents.

Proficiency in using service desk management systems and ticketing tools.

Ability to communicate technical solutions effectively to non-technical users.

Strong leadership and mentoring skills.

Familiarity with ITIL framework and incident management processes.

Certifications such as CompTIA Network+, Microsoft Certified: Azure Administrator Associate, or ITIL Intermediate (optional but preferred).