At a Glance
- Tasks: Provide advanced IT support and troubleshoot complex technical issues for diverse clients.
- Company: BrightSkye, a dynamic IT services provider with a collaborative team culture.
- Benefits: Enjoy 32 days annual leave, ongoing training, and a friendly work environment.
- Other info: Great career progression opportunities and a chance to work with cutting-edge technologies.
- Why this job: Join a growing company and make a real impact in the tech world.
- Qualifications: Experience in Microsoft 365, networking, and strong troubleshooting skills required.
The predicted salary is between 30000 - 42000 £ per year.
Location: Office based in Coatbridge, ML5 4EY. Occasional site visits when required.
Salary: Competitive salary depending on experience + benefits
Contract: Full Time, Permanent
Benefits: 32 days annual leave inclusive of Bank Holidays, Pension scheme, Free car park, Ongoing training and certification support, Opportunity to work with diverse technologies and clients, Friendly, collaborative team environment, Career progression as the company grows.
About us: BrightSkye is a dynamic and growing IT services provider based in Coatbridge. We deliver a full range of technology solutions to businesses across the region including managed IT support, telecoms, connectivity, and IT projects. Our team prides itself on providing exceptional service, technical expertise, and a personal approach to every customer relationship.
As we continue to expand, we’re looking for an experienced 2nd / 3rd Line IT Support Engineer to join our team and play a key role in supporting our clients’ infrastructure and delivering high-quality technical solutions.
Job Role: As a 2nd / 3rd Line Support Engineer at BrightSkye, you’ll act as an escalation point for complex technical issues, providing advanced troubleshooting and support across our client base. You’ll be involved in resolving challenging IT problems, implementing new technologies, and contributing to projects that enhance client systems and infrastructure. You’ll work closely with our 1st Line team, ensuring smooth escalation, mentoring junior engineers, and maintaining strong relationships with customers.
Main Responsibilities:
- Provide 2nd and 3rd line technical support for a wide range of client systems (Windows Server, Microsoft 365, networking, cloud, and telecoms).
- Troubleshoot and resolve complex incidents and service requests, both remotely and on-site.
- Support and manage customer environments including Active Directory, Exchange Online, Intune, Azure AD, and virtualisation platforms (VMware / Hyper-V).
- Configure, maintain, and troubleshoot routers, switches, firewalls, and VPNs.
- Deliver technical input and implementation for IT infrastructure projects and migrations.
- Collaborate with 1st Line Engineers to ensure effective escalation processes and knowledge sharing.
- Document technical procedures, solutions, and configurations accurately.
- Support telecoms and connectivity solutions including VoIP systems and broadband circuits.
- Proactively monitor systems to identify potential issues and recommend improvements.
- Participate in an on-call rota (where applicable) to ensure high service availability.
Knowledge, Skills & Experience:
Essential:
- Strong administration of Microsoft 365: Exchange Online, SharePoint, OneDrive and Teams.
- Identity and device management: Microsoft Entra ID (formerly Azure AD), Intune, Conditional Access and compliance policies.
- Windows Server and core services: AD DS, DNS, DHCP, Group Policy.
- Networking fundamentals: switching, routing, VLANs, VPNs and firewall configuration.
- Virtualisation: Hyper-V and/or VMware.
- RMM and PSA tooling in an MSP setting: monitoring, patching, scripting, ticket hygiene and documentation.
- Backup and disaster recovery experience and restore drills.
- Security practices: MFA, EDR, baseline hardening and familiarity with Cyber Essentials controls.
- PowerShell for troubleshooting and automating routine tasks.
- Excellent communication in plain English, strong ownership and the ability to manage priorities in line with SLAs.
- Willing to join an on-call rota.
- A full driving licence.
Desirable:
- Experience with telecoms systems (VoIP / SIP / hosted PBX).
- Microsoft, CompTIA, or Cisco certifications (e.g. MCSA, Azure Fundamentals, CCNA).
- Experience working for an MSP or IT services provider.
If you feel you have the necessary skills and experience to be successful in this role, click on “APPLY” today, forwarding an up-to-date copy of your CV for consideration in the first instance.
No agencies please.
2nd / 3rd Line IT Support Technician in Coatbridge employer: BrightSkye
BrightSkye is an exceptional employer located in Coatbridge, offering a vibrant and collaborative work environment where employees can thrive. With a strong focus on ongoing training and career progression, our team enjoys generous benefits including 32 days of annual leave and a supportive culture that encourages personal and professional growth. Join us to work with diverse technologies and clients while being part of a friendly team dedicated to delivering outstanding IT solutions.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd / 3rd Line IT Support Technician in Coatbridge
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at local tech meetups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research BrightSkye and understand their services. Be ready to discuss how your skills in Microsoft 365, networking, and troubleshooting can make a difference in their team.
✨Tip Number 3
Show off your problem-solving skills! During interviews, share specific examples of complex IT issues you've resolved. This will demonstrate your expertise and ability to handle the challenges of a 2nd/3rd Line Support role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people at BrightSkye. Plus, it shows you’re genuinely interested in joining their team.
We think you need these skills to ace 2nd / 3rd Line IT Support Technician in Coatbridge
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights the skills and experiences that match the job description. We want to see how your background aligns with the 2nd / 3rd Line IT Support Technician role, so don’t be shy about showcasing your relevant expertise!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for our team at BrightSkye. Share your passion for IT support and how you can contribute to our friendly, collaborative environment.
Showcase Your Technical Skills:We’re looking for someone with strong technical abilities, so make sure to list your experience with Microsoft 365, networking, and virtualisation clearly. Highlight any specific projects or challenges you've tackled that demonstrate your problem-solving skills.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our dynamic team!
How to prepare for a job interview at BrightSkye
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft 365, Windows Server, and networking fundamentals. Be ready to discuss specific scenarios where you've successfully resolved complex IT issues, as this will show your hands-on experience.
✨Showcase Your Problem-Solving Skills
Prepare to share examples of challenging technical problems you've faced and how you approached them. Highlight your troubleshooting process and the tools you used, like PowerShell or RMM tools, to demonstrate your expertise.
✨Communicate Clearly and Confidently
Practice explaining technical concepts in plain English. The ability to communicate effectively with both technical and non-technical stakeholders is crucial, so be prepared to demonstrate this during your interview.
✨Ask Insightful Questions
Prepare thoughtful questions about BrightSkye's projects, team dynamics, and future technologies they plan to implement. This shows your genuine interest in the role and helps you assess if the company is the right fit for you.
