At a Glance
- Tasks: Diagnose and resolve IT issues, configure hardware/software, and support project delivery.
- Company: Dynamic tech company in Glasgow with a focus on customer satisfaction.
- Benefits: Competitive salary, flexible working options, and opportunities for skill development.
- Other info: Great chance to build strong customer relationships and enhance your technical expertise.
- Why this job: Join a fast-paced environment where your technical skills make a real difference.
- Qualifications: 2+ years in 2nd Line support, strong knowledge of M365 and Microsoft Office.
The predicted salary is between 30000 - 40000 £ per year.
On a day-to-day basis, you'll be:
- Diagnosing and resolving a wide range of IT issues for customers remotely.
- Building, installing, configuring and troubleshooting hardware and software solutions.
- Acting as the escalation point for our 1st line engineers.
- Keeping all backend systems up to date.
- Ensuring that customer information and documentation on our systems is accurate.
- Providing proactive advice on best practice and approaches for our customers.
- Supporting on project delivery work as needed.
- Consistently developing your skills and knowledge.
- Sharing specialist skills and ways of working across the team.
- Achieving response and fix times within our SLAs.
- Occasionally visiting customer sites on an ad-hoc basis as required, for installs or onsite work.
What you'll be aiming for:
- Consistently positive customer feedback.
- First time fix for issues whenever possible.
- Response times always within SLAs.
- Fix times within SLAs consistently.
- Strong customer relationships.
Experience & skills:
- At least 2 years in a full 2nd Line technical support engineer position, with 5 years+ experience in a technical support role overall.
- In-depth understanding of how to deliver outsourced IT support services to remote users in a variety of businesses.
- Experience with M365 platform – essential.
- Strong working knowledge of Microsoft Office products – essential.
Other skills, knowledge & experience:
- Office 365 – Exchange, SharePoint, Intune – Setup and Deployment
- Azure – VM Setup, AVD Settings
- Server Management
- Active Directory
- Hyper‑V Replication
- ADConnect Services
Who you are:
You are an experienced engineer, who is customer-focused, motivated, trustworthy and with strong communication skills (both verbal and written). You are able to work accurately and quickly, as the pace is fast here, with a high level of technical expertise. You will always respond proactively to customers, always look for solutions to problems, and have the ability to manage multiple tasks at once.
2nd Line Technical Engineer in Glasgow employer: Energy Jobline ZR
As a 2nd Line Technical Engineer in Glasgow, you'll join a dynamic team that values innovation and collaboration, providing you with ample opportunities for professional growth and skill development. Our supportive work culture prioritises employee well-being and fosters strong customer relationships, ensuring that your contributions are recognised and rewarded. With access to cutting-edge technology and a commitment to excellence, we empower our engineers to deliver exceptional IT support while enjoying a fulfilling career in a vibrant city.
