At a Glance
- Tasks: Deliver exceptional remote IT support and resolve complex technical issues for customers.
- Company: Join Redsquid, an innovative tech provider focused on IoT, Cyber Security, and more.
- Benefits: Enjoy professional growth opportunities and a collaborative work environment.
- Other info: Be part of a dynamic team that values your ideas and expertise.
- Why this job: Make a real impact by shaping the future of technology solutions for businesses.
- Qualifications: 2+ years in 2nd Line support with strong knowledge of M365 and Microsoft Office.
The predicted salary is between 36000 - 44000 £ per year.
We are seeking an experienced and customer-focused 2nd Line Support Engineer to deliver exceptional remote IT support, resolve complex technical issues, and act as an escalation point for our Service Desk.
This role is key to maintaining high service standards, building strong customer relationships, and ensuring fast, effective resolutions while continuously developing technical expertise and supporting project delivery.
About the job
- Permanent, Full-time
- Diagnosing and resolving a wide range of IT issues for customers remotely.
- Building, installing, configuring & 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.
Skills and Experience
- 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, Share Point, Intune - Setup and Deployment
- Server Management
- Active Directory
- Hyper-V Replication
- ADConnect Services
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.
Who you are
You are an experienced engineer who is customer-focused, motivated, trustworthy, 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.
Be a Changemaker
Play a vital role in shaping Redsquid's future through innovative UC solutions.
Collaborative Environment
Work alongside a dynamic, forward-thinking team that values your ideas and expertise.
Professional Growth
Access opportunities to expand your skillset and thrive in a role with real impact.
Exciting Challenges
Lead UC initiatives through a transformative acquisition journey that positions Redsquid as an industry leader.
do you want to join the Redsquid team as a Technical Engineer - 2nd Line
At Redsquid we are all about making a difference to our customers with the use of technology.
An innovative provider of solutions within Io T, Cyber Security, ICT, Data Connectivity and Voice solutions.
We are here to improve our customer's businesses as well as their operations.
Therefore with the use of technology we make them more efficient, increase productivity and reduce costs.
Join our team and help us fulfil this mission by providing outstanding solutions and exceptional service to our customers!
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Technical Engineer - 2nd Line employer: Redsquid Communications
Redsquid Communications is an exceptional employer that fosters a collaborative and innovative work culture in the heart of Scotland. With a strong emphasis on employee development, team members are encouraged to grow their skills through mentorship and training opportunities, ensuring a fulfilling career path. The company values service excellence and customer satisfaction, making it a rewarding place for those passionate about IT and dedicated to making a difference.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Engineer - 2nd Line
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Redsquid Communications values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Redsquid Communications might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Redsquid Communications!
✨Direct Apply to Redsquid Communications
Let's not forget to apply directly through the Redsquid Communications website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Technical Engineer - 2nd Line
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Redsquid Communications.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Redsquid Communications. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Redsquid Communications
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
