Level 2 Support Engineer

About the role

As a , you will play a crucial role in ensuring that our clients receive top-notch technical assistance. You will be responsible for troubleshooting complex issues, providing solutions, and escalating problems when necessary. This position requires a blend of technical expertise and excellent communication skills, as you will be interacting with both clients and internal teams. Your contributions will help maintain the high standards of service that Virtuoso is known for, ensuring customer satisfaction and operational efficiency.

Key facts

What you'll do

• Provide advanced technical support for clients, addressing inquiries and issues related to our products and services.
• Diagnose and resolve hardware and software problems, ensuring minimal disruption to client operations.
• Collaborate with Level 1 support staff to escalate unresolved issues and facilitate efficient problem resolution.
• Document all support interactions in our ticketing system, maintaining accurate records of client issues and resolutions.
• Participate in the development and maintenance of knowledge base articles to enhance team efficiency and client self-service options.
• Conduct root cause analysis on recurring issues to identify trends and recommend improvements to prevent future occurrences.
• Assist in the onboarding process for new clients, providing training and support to ensure a smooth transition.
• Work closely with the engineering team to relay client feedback and suggest enhancements to our products and services.
• Stay updated on industry trends and emerging technologies to provide informed support and recommendations to clients.
• Contribute to team meetings and training sessions, sharing insights and best practices to foster a collaborative work environment.
• Manage multiple support tickets simultaneously, prioritizing tasks effectively to meet service level agreements (SLAs).
• Provide after-hours support on a rotational basis, ensuring that clients receive assistance outside of standard business hours.

Requirements

• A minimum of 3 years of experience in a technical support role, preferably in a Level 2 or similar capacity.
• Strong understanding of networking concepts, operating systems, and software applications.
• Proficiency in troubleshooting hardware and software issues across various platforms.
• Excellent verbal and written communication skills, with the ability to convey technical information to non-technical users.
• Experience with ticketing systems and remote support tools.
• Ability to work independently and as part of a team, demonstrating strong problem-solving skills.
• A customer-focused mindset, with a passion for delivering exceptional service.
• Relevant certifications (e.g., CompTIA A+, ITIL, Microsoft Certified) are a plus.
• Familiarity with cloud technologies and services is advantageous.
• Knowledge of scripting languages (e.g., Python, Bash) is a bonus.

Nice to have

• Experience in a SaaS (Software as a Service) environment.
• Familiarity with CRM systems and their integration with support processes.
• Previous experience in a customer-facing role, enhancing your ability to understand client needs.
• Knowledge of database management and SQL.
• Understanding of cybersecurity principles and practices.

Skills & tools

• Proficient in using ticketing systems such as Jira, Zendesk, or ServiceNow.
• Familiarity with remote desktop tools like TeamViewer or AnyDesk.
• Knowledge of monitoring tools and performance management software.
• Experience with collaboration tools such as Slack, Microsoft Teams, or similar platforms.
• Strong analytical skills to assess and resolve technical issues efficiently.

Practical notes

• This position is based in West Malling, Kent, and may require occasional travel to client sites.
• The salary for this role is competitive and commensurate with experience.
• Applicants must be eligible to work in the UK; visa sponsorship is not available for this position.
• The work environment is dynamic and fast-paced, requiring adaptability and a proactive approach to challenges.
• You will be part of a supportive team that values continuous learning and professional development.

Join Virtuoso as a Level 2 Support Engineer and become an integral part of a company that values innovation and customer satisfaction. If you are passionate about technology and eager to help clients succeed, we encourage you to apply and contribute to our mission of delivering exceptional service.