Level 2 Engineer - Technical Service Desk

Leeds, England, United Kingdom

L2 Engineer - Technical Service Desk

Leeds - 2 days to office

Rotation 24*7 Shift

You will be part of the Technical Service Desk which will act as the single point of contact (Level 1 Support) for all technical queries & issues, which will be raised via the Contact Centre, or directly by Relying Parties (RPs - Other Government Departments & Supporting 3rd Parties).

The Technical Service Desk will additionally provide a Level 2 Support capability to investigate, diagnose, monitor and resolve alerts and incidents, appropriately escalating activities for onward support from the wider support model.

As an L2 Engineer, you will play a crucial role in providing advanced technical assistance and problem resolution to our clients. You will work closely with L1 Engineers, as well as collaborate with cross-functional teams, to deliver exceptional customer support and maintain the integrity of our products and services.

You will be working as part of a team that delivery 24/7/365 service provision of service monitoring and incident response on a rotation basis via shifts, delivering a service that is at the heart of the digital footprint across all government services.

As an L2 engineers you will be responsible for onsite service a minimum of 2 days per week in Leeds site or co located with our customer in the Manchester site. Hybrid work applies.

Shift patterns will be 12 hours shifts 08:00 -20:00 & 20:00 – 08:00 on a 4 weekly rotation pattern.

Responsibilities

Provide second-level technical support to customers, diagnosing and troubleshooting complex issues related to our products and services. Respond to escalated support tickets in a timely manner, ensuring prompt resolution and client satisfaction.

Analyse and understand customer-reported problems, reproduce scenarios, and conduct in-depth investigations to identify the root causes of technical issues. Utilize problem-solving skills to devise effective solutions

Create and maintain detailed technical documentation, including issue resolution steps, troubleshooting guides, and best practices. Contribute to the knowledge base to enable L1 Engineers and customers to resolve common issues independently.

Collaborate with cross-functional teams including developers, product managers, and quality assurance to report bugs, provide feedback on product improvements, and assist in the implementation of solutions.

Serve as a point of escalation for L1 Engineers, assisting them in resolving complex technical problems. Communicate effectively with both technical and non-technical stakeholders, providing clear updates on issue status and resolution progress.

Eyes on monitoring of service dashboards to identify any anomalies in service to minimise service impacts and prevent incidents where possible

Responsible for owning an incident until either a new owner has been found or the problem has been mitigated or resolved.

Investigate problems in support systems, processes and services, contributing to the implementation of remedies and preventative measures.

Working alongside L3 to deliver shift left enhancements and deliver service improvements that prevent/reduce incident volumes or increase service stability

Helping to identify and develop process optimisation opportunities and contribute to the implementation of solutions that further develop the agreed Service Desk procedures.

Leading by example in the resolution of complex user requests and ensuring a minimum of the agreed service level agreements.

Maintain confidentiality in accordance with our data protection policies and procedures.

Delivering to service quality KPI's that underpin the management of Masteks services

Demonstrate knowledge of the specific technologies necessary to fulfil the responsibilities and tasks of the role.

Develop a breadth and depth of technical knowledge across the services you support.

Keep actively informed of industry developments and emerging tools and technologies.

Undertake other duties from time to time as required by your manager.

Role Requirements

Experience / Education

SC eligible

Educated in Computer Sciences or have operated at this level of complexity in a workplace environment MANDATORY

A detailed understanding of tooling across the service spectrum (Jira, ServiceNow, Splunk/Dynatrace/ Grafana/Cloudwatch/AWS/Github/secure pipelines etc.)

Proven experience as an L2 Engineer, Technical Support Engineer, or similar role in a technical environment.

Strong proficiency in troubleshooting and resolving technical issues in software applications, systems, and networks.

Knowledge of programming languages Java, JVM, DynamoDB, AWS IAM, CloudWatch, PagerDuty, Tooling TypeScript, Node.js, SRE, AWS Data Pipeline & Visualisation and scripting is a plus.

Excellent problem-solving skills with the ability to analyse complex scenarios.

Outstanding communication skills, both written and verbal, with the ability to convey technical information to non-technical individuals.

Experience with support ticketing systems and customer relationship management (CRM) tools.

Proven working experience in a live service environment, resolving incidents

Be an advocate of ITIL best practice processes within the business

Have previous experience of fault finding, driving up first time fix ratios

Key Generic Competencies

Ability to communicate with colleagues with varying levels of IT skills in potentially pressured circumstances

Organisational, time management, work prioritisation skills

Ability to work on own initiative

Problem solving skills i.e. can think creatively to solve problems

Ability to record detailed information accurately, reviewing with the customers and prompting for additional information as required