Level 2 Support Engineer - Global Operations -London
At Deswik, we are not just building software—we are transforming how mines operate worldwide
About the Role
At Deswik, we are not just building software—we are transforming how mines operate worldwide. As a Level 2 Support Engineer, you will be the trusted expert shaping the future of our deployed systems and operations capability. You will be part of a global, 24/7 follow-the-sun support team ensuring our Enterprise products run seamlessly for customers. This role bridges the gap between customer IT environments and our internal engineering teams, requiring you to handle deep-dive troubleshooting, root cause analysis, and infrastructure stability for both cloud and on-premise deployments.
What You’ll Do
- Provide advanced Level 2 support for critical incidents, distinguishing between application, network, and infrastructure faults to ensure minimal disruption.
- Work constructively with customer IT departments to scope, provision, configure, and maintain the IT infrastructure required for hosting Deswik’s Enterprise Products.
- Manage and troubleshoot core AWS services, including EC2 instance health, S3 storage operations, and RDS database availability.
- Monitor CloudWatch dashboards to identify performance spikes, analyse logs, and respond to critical alarms.
- Analyse IIS logs, debug App Pool crashes, and manage SSL certificates to ensure reliable web application delivery.
- Perform deep database diagnostics on SQL Server and RDS, including analysing performance insights and running complex queries to audit data.
- Utilise PowerShell or TypeScript to automate routine tasks and assist with CI/CD pipeline troubleshooting.
- Identify root causes of server crashes or service failures and document solutions to update Level 1 runbooks.
- Manage incident escalation and coordinate contributions from various stakeholders to resolve complex support issues.
What You Bring
- Demonstrated experience in a Level 2 support or technical professional role with strong troubleshooting skills.
- Deep understanding of Windows Server environments, including IIS, Active Directory, and Windows Services.
- Proficiency in core AWS Compute and Storage services, specifically EC2 (management, resizing, troubleshooting) and S3 (bucket navigation, log analysis).
- Experience with AWS observability tools like CloudWatch and Systems Manager for monitoring, logging, and remote session management.
- Understanding of AWS security and identity management, including troubleshooting IAM permissions and access policies.
- Proficiency in SQL Server management, including connection troubleshooting, database maintenance, and backup procedures.
- Experience in scripting languages like PowerShell for automating administrative tasks.
- Ability to apply change management procedures including recovery and rollback procedures for deployments.
- The ability to explain technical issues to non-technical stakeholders.
- Ability to evaluate the business impact of technical actions to prevent unnecessary outages or financial loss during troubleshooting.
Why You’ll Love It Here
Your work will matter. You will help shape the future of mining while enjoying a culture built on trust, collaboration, and technical excellence. We thrive on innovation, empowering you to experiment, challenge convention, and help redefine what’s possible in our industry. We offer flexibility with a hybrid schedule—two days working from home and three in our London office—plus competitive pay, bonus, mentoring, and plenty of perks to support your growth and well-being.
About Deswik
We are a global leader in mine planning software and consulting, trusted by 900+ operations worldwide. With 500+ professionals across 17 countries, we are driving mining’s digital transformation.