Lead L2 Technical Service Engineer

Job Summary

We are seeking a Lead L2 Technical Service Engineer to anchor our infrastructure support operations and drive the successful delivery of complex IT solutions. As the senior technical point within the service team, you will be responsible for advanced issue resolution, infrastructure project implementation, and mentoring junior engineers.

This role combines deep hands-on expertise in Microsoft infrastructure, virtualization, and cloud platforms with a leadership mindset focused on process consistency, quality delivery, and technical coaching. You'll thrive in this role if you're passionate about solving tough technical challenges, documenting best practices, and building a culture of continuous improvement.

Key Responsibilities

Advanced Technical Escalation & Support

Serve as the final escalation point for L1 / L2 engineers, resolving complex issues across systems, cloud services, and infrastructure.

Troubleshoot and resolve issues related to Windows Server, Microsoft 365, Active Directory, virtualization, and backup environments.

Conduct root cause analysis (RCA) and document permanent fixes and resolutions.

Infrastructure Project Implementation

Lead end-to-end execution of infrastructure projects such as M365 migrations, server upgrades, AD deployments, backup configuration, and endpoint rollouts.

Coordinate with Network Engineers on hybrid or network-integrated deployments (e.g., VPN, firewall).

Manage technical planning, hands-on deployment, and post-project documentation.

Technical Ownership & Standards

Define, maintain, and enforce technical standards, deployment checklists, and system hardening procedures.

Review and approve the quality of configurations and deployments by junior engineers before go-live.

Maintain detailed, version-controlled documentation, SOPs, and configuration records.

Mentoring & Knowledge Transfer

Mentor L1 / L2 engineers on troubleshooting techniques, client handling, and best practices.

Conduct peer reviews, incident retrospectives, and SOP walkthroughs.

Support new engineer onboarding and ensure continual updates to the internal knowledge base.

Client Communication & Advisory

Join client calls or pre-sales discussions to provide expert input on complex technical requirements and feasibility.

Assist in scoping client environments, risk analysis, and deployment planning.

Represent the technical team with clarity and professionalism in client interactions.

Process Improvement & Collaboration

Work with project coordinators to manage timelines, workload balance, and resource allocation.

Recommend enhancements to tools, workflows, and support automation.

Stay current on infrastructure trends and advocate for relevant technologies or methodologies.

Required Technical Skills

Microsoft 365 administration : Exchange Online, SharePoint, Teams, OneDrive, Intune.

Windows Server technologies : Active Directory, DNS, DHCP, Group Policy, Hyper-V / VMware.

Azure experience : identity management, user / device sync, cloud policy deployment.

Backup technologies : Dropsuite, Veeam, or equivalent.

Networking fundamentals : firewall rules, VPN, VLANs, IP routing (Fortinet, Meraki, etc.).

Strong diagnostic and RCA skills with SOP / documentation capabilities.

Preferred Additional Skills

Experience with RMM / PSA platforms (e.g., LogicMonitor, NinjaOne, HaloPSA).

Scripting and automation skills (PowerShell, Intune scripting, basic Python).

Awareness of cybersecurity best practices (MFA, conditional access, endpoint security).

Qualifications & Experience

Diploma / Degree in IT, Computer Engineering, or a related discipline.

Minimum 5 years of hands-on infrastructure support experience, with exposure to SME project delivery.

Experience in a Managed Service Provider (MSP) or systems integrator environment is highly preferred.

Certifications (Preferred) :

Microsoft Certified : Azure Solutions Architect Expert or Administrator Expert

ITIL Foundation or equivalent

CCNA / CCNP or equivalent networking certification