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- Tasks: Provide first-line IT support for software, hardware, and networking queries.
- Company: Join Certum, a leading IT service provider in Glasgow with over 15 years of experience.
- Benefits: Competitive salary, hybrid work schedule, and opportunities for professional growth.
- Why this job: Be part of a dynamic team delivering top-notch IT support to diverse clients.
- Qualifications: Experience in IT support, strong problem-solving skills, and excellent communication.
- Other info: Work in a collaborative environment with flexible shifts and career advancement opportunities.
The predicted salary is between 25500 - 31000 ÂŁ per year.
Lyra Technology Group is seeking an IT Support Engineer (Tier 1) for our Operating Company, Certum, located in Rutherglen, Glasgow, United Kingdom. We are a Managed Service Provider (MSP), delivering IT support services to a diverse client base across multiple industry sectors throughout Scotland and the wider UK.
This role is ideal for a customer‑focused IT professional with strong troubleshooting skills and hands‑on experience supporting Microsoft‑based environments.
About Certum Limited… Certum Limited has been established for over 15 years, making us one of the longest running IT services companies based in Glasgow. We strive to be the very best at what we do. With our vast experience in IT and Telecoms we are experts in aligning business goals with technology and providing a single point of service for all your IT requirements.
Your work as an IT Support Engineer (Tier 1) will include the following duties:
- Provide first‑line technical support for incoming queries related to software, hardware, and networking
- Answer customer phone calls and accurately log support requests within the helpdesk/ticketing system
- Manage and progress assigned tickets, ensuring all actions and communications are fully documented
- Respond to incidents and service requests within agreed Service Level Agreements (SLAs)
- Maintain and update centralized documentation to reflect changes to customer networks and services
- Take ownership of personal workload and ticket queue to ensure timely resolution
- Escalate issues appropriately when required while maintaining clear communication with customers
Our ideal IT Support Engineer (Tier 1) has the following qualifications:
- Previous experience in an IT support or helpdesk role
- Strong problem‑solving and analytical skills
- Excellent customer service and communication skills
- Ability to work independently while contributing to a collaborative team environment
- GCSE or equivalent (preferred)
- Minimum 1 year of technical support experience (required)
- Hands‑on experience with the Microsoft stack, including:
- Windows 10/11
- Windows Server 2012 R2 or newer
- Microsoft 365
- Azure (basic exposure preferred)
Working Hours & Schedule… Our helpdesk operates 7:00am – 7:00pm, Monday to Friday, on a rotating shift basis:
- Early Shift: 7:00am – 3:30pm
- Normal Shift: 9:00am – 5:30pm
- Late Shift: 10:30am – 7:00pm
We also provide critical weekend support for a small group of customers via an on‑call rota, shared across all engineers:
- Saturday & Sunday: 9:00am – 5:00pm
The targeted base compensation for this role is £25,500 – £31,000 per annum and will be in Rutherglen, Glasgow, UK. This is a full‑time permanent role that offers a hybrid in‑office schedule.
IT Support Engineer (Tier 1) in Cambuslang employer: Lyra Technology Group
Contact Detail:
Lyra Technology Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Engineer (Tier 1) in Cambuslang
✨Tip Number 1
Get to know the company inside out! Research Lyra Technology Group and Certum, understand their values, and be ready to chat about how you can contribute to their mission. This shows you're genuinely interested and not just another applicant.
✨Tip Number 2
Practice your troubleshooting skills! Since this role is all about providing top-notch IT support, brush up on common issues related to Windows and Microsoft 365. Being able to demonstrate your problem-solving prowess in an interview will definitely set you apart.
✨Tip Number 3
Don’t underestimate the power of communication! Be prepared to showcase your customer service skills during interviews. Think of examples where you’ve turned a frustrated customer into a happy one – it’s all about showing you can handle pressure with a smile.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and keen to join the team at Certum. Let’s get you that IT Support Engineer role!
We think you need these skills to ace IT Support Engineer (Tier 1) in Cambuslang
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Support Engineer role. Highlight your experience with Microsoft environments and any relevant troubleshooting skills. We want to see how you can bring your unique flair to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share your passion for customer service and problem-solving. Let us know why you're excited about joining Certum and how you can contribute to our mission of delivering top-notch IT support.
Showcase Your Technical Skills: Don’t forget to mention your hands-on experience with Windows 10/11, Windows Server, and Microsoft 365. We love seeing candidates who are confident in their technical abilities, so make sure to highlight those skills in your application!
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 us you’re keen on being part of our team at Certum!
How to prepare for a job interview at Lyra Technology Group
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of the Microsoft stack, especially Windows 10/11 and Microsoft 365. Be ready to discuss your hands-on experience and troubleshoot common issues, as this will show that you're not just familiar with the software but can also handle real-world problems.
✨Customer Service is Key
Since this role is all about providing excellent customer support, think of examples where you've gone above and beyond for a client. Prepare to share specific stories that highlight your communication skills and ability to resolve issues effectively.
✨Familiarise Yourself with SLAs
Understanding Service Level Agreements (SLAs) is crucial for this position. Be prepared to discuss how you would manage and prioritise tickets to meet these agreements, and maybe even share experiences where you successfully adhered to SLAs in past roles.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team culture at Certum or how they measure success in the IT Support Engineer role. This shows your genuine interest in the company and helps you determine if it’s the right fit for you.