At a Glance
- Tasks: Diagnosing IT issues, configuring hardware/software, and supporting project delivery.
- Company: Join a dynamic team in Glasgow focused on delivering outsourced IT support services.
- Benefits: Consistent skill development and opportunities for onsite customer visits.
- Other info: Role involves maintaining SLAs and building strong customer relationships.
- Why this job: A chance to enhance your technical expertise while ensuring customer satisfaction.
- Qualifications: Minimum 2 years in 2nd Line support with essential experience in 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
Located in Glasgow, this company prioritises customer feedback and offers ongoing skill development. The team is dedicated to providing high-quality IT support across various businesses, ensuring a fast-paced and engaging work environment.
