Level 2 (Competent/Technician)
Role Summaries — All Roles
Document Title
Level 2 (Competent/Technician) — Role Summaries
Version
1.0
Date
27 July 2026
Status
Open
1. Purpose
This job description provides you an overview of this exciting and varied role and gives you a clear guide to the different roles which we define as a Level 2 (Competent/Technician) with Grace Solutions. As a level 2 practitioner you will typically have 1–3 years of experience and operate with supervised independence, performing routine tasks with periodic oversight, and escalating non-standard or high-risk situations as needed. We are looking for someone who is a team player who has exceptional customer service skills, can work well under pressure and who is interested in growing their career with us.
2. Role Summaries
1. Account Management
Acts as the primary interface between the organisation and its clients, managing IT service delivery, client relationships, and satisfaction across all engagements. At Level 2, you will manage a portfolio of client accounts independently, resolving common issues and escalating complex or high-risk situations appropriately.
Key attributes:
- Strong relationship-building and client management skills
- Sound commercial awareness and understanding of IT service delivery
- Competent use of CRM and ticketing systems
2. Documentation Lead
Develops, maintains, and governs organisational documentation, ensuring knowledge is accurately captured, accessible, and current. At Level 2, you will independently create and maintains SOPs, process guides, and policy documents, coordinating with subject matter experts and driving quality improvements.
Key attributes:
- Strong technical writing skills, able to convey complex information clearly
- Experience managing version control and document repositories
- Proficiency with documentation tools including MS Word and Confluence
3. Infrastructure Management
Designs, deploys, and maintains the technical infrastructure underpinning organisational operations, ensuring systems are secure, resilient, and performant. At Level 2, you will independently maintain network and systems components, resolves common incidents, and supports senior engineers on complex projects.
Key attributes:
- Strong hands-on technical skills across networking and server infrastructure
- Experience in incident resolution and root cause analysis
- Good understanding of security principles and compliance requirements
4. Team Support
As part of the team, you will be part of the growth, development and engagement of apprentices and Level 1 technicians, creating an environment where individuals can thrive. At Level 2, you will be a friendly port of call for questions and will be able to support and encourage members of the team.
Key attributes:
- Strong coaching and feedback skills
- High levels of empathy and interpersonal awareness
5. Project Management
Plans, executes, and delivers projects within agreed constraints, coordinating resources and stakeholders to achieve outcomes on time, within scope, and to budget. At Level 2, you will manage complete project components and routine changes independently, escalating significant risks to senior project managers.
Key attributes:
- Experienced in end-to-end management of small to medium projects
- Familiar with PRINCE2, Agile, or equivalent methodologies
- Proficient use of project management tools such as MS Project or Jira
6. R&D / Product Development
Drives innovation and development of new products and services, conducting research, prototyping, testing, and bringing solutions to market. At Level 2, you will be part of developing product features, troubleshoots technical issues, and contributes meaningfully to design decisions.
Key attributes:
- Strong technical skills in relevant development disciplines
- Good understanding of the product development lifecycle
- Systematic and methodical in testing and analysis
7. Sales Engineering
Bridges the gap between technical capability and commercial opportunity, supporting the sales process with expert technical knowledge, demonstrations, and solution design. At Level 2, you will manages technical sales cycles, customising solutions and handling objections confidently.
Key attributes:
- Deep product knowledge with the ability to tailor solutions to client needs
- Skilled in handling technical objections and building client confidence
- Strong interest in both technology and commercial outcomes
8. Service Desk Tech Support
Provides front-line technical support to end users, resolving IT incidents and service requests efficiently to maintain business productivity. At Level 2, you will resolve escalated incidents from L1, mentors junior staff, and drives knowledge base development.
Key attributes:
- Strong technical troubleshooting across hardware, software, and networks
- Experience mentoring and supporting junior technicians
- Proactive in identifying recurring problems and root causes
9. Site Engineering
Oversees construction and installation activities on-site, ensuring projects are delivered safely, compliantly, and to specification within schedule and budget. At Level 2, you will help to coordinates site teams and subcontractors, resolves technical issues, and manages H&S compliance on-site.
Key attributes:
- Experienced in managing subcontractors and coordinating site teams
- Competent in managing H&S compliance and promoting safety on-site
- Competent in reading and working from engineering drawings and specifications
For more information on who we are, how we work and the culture of Grace Solutions, please check out our website www.grace.solutions
Should your application be successful, you will be invited to an online interview where we will ask you about what you know about the organisation and how you will fit into our team. Please be prepared for this by doing your research prior to the meeting.
We look forward to hearing from you!
