Level 2 Support Engineer

Role Overview

The Level 2 Support Engineer provides advanced technical support and deeper investigative capability within the Retail Applications support organisation. Operating within a multitier model, L2 is responsible for complex troubleshooting, root cause identification, and technical validation across hardware, software, payment services, cloud solutions, and store system applications.

What You Will Do

Perform in-depth troubleshooting on escalated incidents from Level 1, including software, hardware, networking, and cloud-based systems. Conduct structured diagnostics to identify probable root causes. Validate reproducibility, isolate components, and determine when engineering level engagement is required.

Why It Might Be a Fit

This role ensures efficient incident progression, strong customer outcomes, high technical quality, and continuous reduction of repeat issues. You will rotate across defined product “pods”, allowing you to build specialist knowledge while gradually developing full portfolio subject matter expertise.

Requirements

• High School diploma or equivalent
• Advanced English communication skills (written and verbal)
• Strong technical experience with Windows operating systems
• Minimum of 2 years experience in a technical service desk role
• Demonstrated analytical and troubleshooting capability
• Ability to work in a structured, high-volume, process driven support environment
• Strong organisation, discipline, and attention to detail

Benefits

• Healthcare
• PTO
• Retirement
• Learning budget
• Parental leave
• Wellness
• Visa/relocation
• Remote flexibility
• Stipends
• Bonus/commission
• Paid holidays