Centralized Service Engineer - L2

We are seeking an experienced Centralized Engineer L2   to join a high-performing technology team delivering proactive IT support, maintenance, automation, and infrastructure services. This role is ideal for a technically strong professional with a background in managed services who enjoys working within structured processes, improving operational efficiency, and delivering exceptional customer outcomes.

You will play a key role in maintaining client environments, responding to alerts, managing service requests, supporting change control processes, and contributing to continual improvement initiatives across the business.

You will be working with a well-established and process-driven technology services provider that helps organisations maximise the value of their IT investments. The business is committed to delivering reliable, secure, and efficient technology solutions while simplifying complex IT challenges for its clients. With a strong focus on operational excellence, customer service, and continuous improvement, the organisation fosters a collaborative environment where technical expertise and accountability are highly valued.

• Minimum 5 years of experience in IT infrastructure, systems engineering, or managed services
• Proven experience working within a Managed Service Provider (MSP) environment
• Strong customer-facing experience with excellent service delivery skills
• Experience supporting networking, infrastructure, and security technologies
• Exposure to structured operational and support processes

• Advanced Microsoft 365 administration
• Advanced Microsoft Azure administration
• PowerShell scripting and automation
• Endpoint management and device compliance administration
• Security operations and security best practices
• Networking fundamentals and troubleshooting expertise

• Experience with Microsoft Intune or similar endpoint management platforms
• Understanding of Conditional Access policies
• Experience supporting secure remote working environments

• Kaseya platform experience
• Datto RMM experience
• Datto Secure Edge experience
• Experience with remote monitoring and management (RMM) tools

• Microsoft certifications
• Azure certifications
• Networking certifications
• CISSP, CISM, or equivalent security certifications

• AI and automation experience
• Process improvement initiatives
• Documentation and knowledge management expertise

• Strong verbal and written communication skills
• Logical and methodical troubleshooting approach
• Ability to explain technical concepts in clear, user-friendly language
• Strong organisational and prioritisation skills
• Collaborative team player with a proactive mindset
• Adaptable and able to manage competing priorities effectively
• Commitment to continuous learning and professional development

• Manage and complete assigned service requests according to scheduled priorities
• Maintain accurate and timely time entries and service notes
• Document progress, next steps, and outcomes clearly to enable seamless collaboration
• Escalate issues appropriately in line with established processes
• Identify opportunities for hardware refreshes and technology improvements

• Monitor and verify backup success across managed environments
• Ensure patching activities are completed and issues are resolved promptly
• Maintain device security through vulnerability remediation and patch management
• Support ongoing system health and operational reliability

• Respond to monitoring alerts and escalate incidents as required
• Investigate and resolve infrastructure and system issues
• Maintain and improve monitoring configurations to ensure effective coverage

• Leverage tools such as Microsoft Intune to improve consistency and efficiency
• Identify opportunities to automate repetitive tasks and reduce manual effort
• Contribute ideas that enhance service delivery and operational performance

• Communicate proactively with customers throughout the lifecycle of service requests
• Provide clear updates via phone, email, and collaboration channels
• Educate customers on technology best practices and support processes
• Deliver a professional and customer-focused support experience

• Coordinate with vendors and external partners to support client outcomes
• Communicate progress and technical requirements effectively
• Promote adherence to established operational and change management processes
• Build and maintain positive working relationships with external stakeholders

• Participate in change management activities and approvals
• Complete required change documentation and reviews
• Support change implementation while minimising risk and service disruption
• Ensure all changes follow established governance processes

• Collaborate closely with technical leadership and team members
• Provide regular updates on ticket progress and project activities
• Share knowledge, ideas, and recommendations for improvement
• Contribute positively to team discussions and operational planning

• Maintain accurate and up-to-date technical documentation
• Create documentation for new systems, processes, and solutions
• Develop user guides and knowledge base resources for repeatable tasks
• Ensure documentation standards are consistently upheld