We’re looking for a proactive, detail-oriented, and tech-savvy Level 2 Support Engineer to join our internal IT team. This role is ideal for someone who not only excels in technical support but also has hands-on project experience, as you’ll be actively involved in delivering key IT initiatives.

What You’ll Do

• Provide Level 2 application and system support for internal software platforms, including creating, tracking, and resolving support tickets.
• Collaborate on IT projects, supporting system rollouts, process improvements, and new solution implementations.
• Generate and analyze weekly reports to identify support trends and areas for improvement.
• Present insights and recommendations to senior leadership, including the General Manager and Head of IT.
• Partner with internal teams to ensure high-quality service delivery and continuous enhancement of IT operations.

Projects You’ll Support

• Deliver technical support and project assistance for client-facing systems deployed across major retail environments.
• Contribute to the design and implementation of new internal support tools and workflows, driven by data and business needs.

What We’re Looking For

• Proven experience in a Level 2 IT Support or similar technical support role, with exposure to project work.
• Strong proficiency in Excel, Zendesk, and Power BI (or similar analytics tools).
• Ability to translate data into actionable insights and clearly communicate findings to stakeholders.
• A proactive, analytical mindset with strong problem-solving and communication skills.
• Keen interest in improving systems and delivering tangible business value through technology.

Work Model

This position offers a hybrid work model, combining in-office collaboration with flexible remote work options.