Hiring the right L2 support engineer can be the difference between a smooth-running MSP and a constant backlog of unresolved issues that quietly erode client trust.
These engineers act as the bridge between frontline support and senior technical staff. They diagnose problems that go beyond surface-level fixes and often prevent small hiccups from turning into major disruptions that cost you credibility.
Whether you're building internal teams or relying on offshoring IT services, making that hire means looking past job titles and LinkedIn buzzwords. You need someone who can hold their own when things get messy, tune into user needs without over-explaining, and step into issues without waiting to be told what to do.
Let's cover what to pay attention to when deciding if an engineer is ready to handle more than just ticket churn.
What Technical Skills Should an L2 Support Engineer Have?
A great L2 engineer doesn't just know the tech. They apply it without slowing things down.
They've usually outgrown the scripted routines of first-line support and moved into genuine diagnosis and recovery. That means when something breaks, they don't just follow a flowchart. They understand what went wrong and why.
Core technical foundations that matter:
- Familiarity with core infrastructure like networking, DNS, DHCP, and firewalls
- Strong working knowledge of common operating systems and business software
- Confident enough to parse logs, run scripts, and dig into errors beyond basic fixes
You're not necessarily after developers. But you do need someone who can troubleshoot in Windows or Linux environments and understands virtualisation or SaaS integrations. Tools like PowerShell, Bash, or remote access platforms (AnyDesk, TeamViewer) should be part of their comfort zone. If they've worked with modern ticketing systems or security platforms, even better.
Here's the real test: They should be able to restore functionality, not just hide faults.
If something goes wrong, they need the skill to recreate the issue, isolate contributing factors, and test a fix properly.
How Do You Evaluate Problem-Solving and Ownership?
Strong technical skills mean little if an L2 support engineer can't flag issues early or step in without a micromanaged push. The real test of a solid L2 is how they navigate problems under pressure.
You want engineers who don't stop at symptoms. They dig through patterns, test assumptions, and resolve problems in a way that stops them from recurring. That makes them less reactive and more preventative, which benefits you long term.
Good L2s can:
- Prioritise based on business impact, not just the order tickets came in
- Know when to escalate and when to push forward on their own
- Keep users informed without leaving open loops or ghosted tickets
Ownership is often overlooked. It's not about being loud or overly involved. It's about consistent follow-through.
Whether they're handling internal issues or supporting external clients, an L2 should never leave others guessing about whether something was resolved. That uncertainty creates more work for everyone else... and erodes trust fast.
The engineers who take real ownership? They close the loop. They document what happened. They follow up without being asked. And when something's still broken, they say so - clearly and early - instead of hoping no one notices.
What Soft Skills Set Great L2 Engineers Apart?
Even with strong technical credentials, a poor communicator can pull the whole team down.
You should expect your L2s to explain problems as clearly to a site manager as they would to another engineer. That's not a nice-to-have. It's essential when you're managing distributed teams or offshore support where miscommunication costs you hours, not minutes.
Strong soft skills show up in multiple ways:
- Adjusting tone for varied audiences
- Knowing when to simplify or get technical
- Staying calm when systems go offline or queues spike
You also want them to collaborate without ego. That means smoothing over tension between L1 and senior staff, engaging constructively with client-side contacts, and helping out without claiming all the credit. It's a mindset that equals long-term dependability.
Good communication builds trust. It means users feel heard, management stays informed, and nothing gets lost in translation.
That's especially important when incidents touch other business areas - accounts, onboarding, external vendors. One vague update or dropped message can turn a 20-minute fix into a half-day mess involving three departments and a very unhappy client.
The L2s who get this right? They don't just solve problems. They make everyone around them better at their jobs too.
Can They Support Consistent Performance Across Locations?
When your systems support locations with varied users, hardware, or internal policies, a flexible L2 is worth far more than someone who only knows one version of the setup.
This matters most in environments like franchise networks or distributed corporate structures. If you're operating across cities, countries, or time zones, you need people who can deliver an identical experience regardless of who's calling or where they're based.
Here's what separates adaptable L2s from rigid ones:
- Familiarity with your user mix and tech ecosystem
- Willingness to follow process yet adjust when local needs shift
- Fast learner who builds playbooks, not just repeats old ones
But there's something else that often gets missed in offshore hiring... cultural fluency.
A great offshore L2 doesn't just speak English well. They understand how your internal teams communicate. They pick up on urgency cues. They know when "it's fine, don't worry about it" means "this is breaking something critical and I'm too polite to say it directly."
Hiring globally makes this even more critical. Offshoring IT services can work brilliantly if your L2s think like partners, not just ticket responders. They bring consistency without sacrificing speed or user empathy. That balance is genuinely difficult to find... but once you have it, daily support becomes far less stressful.
And when something does go wrong across multiple locations? The right L2 already knows how to coordinate fixes, communicate simultaneously with different stakeholders, and document everything so the next person doesn't start from scratch.
FAQ
Q: What is the main role of an L2 support engineer?
A: L2 engineers handle tickets and problems that first-line teams can't resolve. This often means interpreting logs, replicating bugs, working with vendors, and applying deeper technical fixes. They're the ones who dig past "have you tried turning it off and on again" and figure out why something keeps breaking in the first place.
Q: How do I know if an engineer is suited for L2 work?
A: Look for people who mix experience with follow-through. They should have handled complex issues before, know their tools well, and not shy away from ownership under pressure. If they can walk you through a messy problem they solved recently - explaining not just what they did, but why they chose that approach - that's a strong signal they're ready for L2 responsibility.
Q: Do L2 engineers need to write scripts or code?
A: Not required, but genuinely helpful. Scripting lets them automate repetitive tasks, search logs faster, and reduce repeat errors, especially in environments where things don't go wrong once, but often. Even basic PowerShell or Bash knowledge can turn a two-hour manual process into a five-minute automated one... which means fewer late nights for everyone.
Q: Should I hire in-house or offshore for L2 support roles?
A: It depends on your team setup and growth trajectory. If you're scaling fast and need quality talent immediately, offshoring IT services offers flexibility in both cost and operational scale without losing communication or capability. The key is finding offshore partners who actually vet for soft skills and cultural fit, not just technical checkboxes - because a technically brilliant engineer who can't communicate clearly across time zones can create more problems than they solve.
Build a Trusted, Scalable Support Team with Confidence
Hiring an L2 engineer should never feel like rolling the dice. These are the people who protect your uptime, clear your backlog, and often hold the line when more senior engineers are unavailable. It makes sense to look beyond the CV and find someone who can take responsibility, stay calm in a crisis, and support both people and platforms.
With years of industry experience, we specialise in building dedicated offshore IT teams in Sri Lanka for technology companies and managed service providers. Every L2 engineer is recruited, vetted, and managed directly by our experts, ensuring your team remains high-performing and fully aligned with your technical requirements.
The right L2 doesn't just follow what's written. They spot what's missing, speak up when needed, and help your service feel whole across locations. When you hire for those qualities, your tech stays consistent even when your team grows.
We help fast-scaling businesses keep tech performance on track without overloading core staff. With the right approach, you can keep service levels high, maintain strong responsiveness, and free up your teams to focus on what matters most.
Ready to see how we structure, scale, and price our approach to offshoring IT services?
Talk to us today.