At a Glance
- Tasks: Provide advanced IT support and troubleshoot complex technical issues for diverse clients.
- Company: Join BrightSkye, a dynamic IT services provider with a collaborative culture.
- Benefits: Enjoy 32 days annual leave, pension scheme, and ongoing training support.
- Other info: Opportunity for career progression in a friendly team environment.
- Why this job: Make a real impact by solving challenging IT problems and enhancing client systems.
- Qualifications: Experience in Microsoft 365, networking, and strong troubleshooting skills required.
The predicted salary is between 32000 - 36000 £ per year.
Location: Office based in Coatbridge, ML5 4EY. Occasional site visits when required.
Salary: £32,000‑£36,000 per annum depending on experience.
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.
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:
- 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.
- 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.
2Nd / 3Rd Line IT Support Technician in Coatbridge employer: Tribepost Ltd
BrightSkye is an exceptional employer located in Coatbridge, offering a vibrant and collaborative work environment for IT professionals. With a strong focus on employee growth through ongoing training and certification support, as well as a generous benefits package including 32 days of annual leave and a pension scheme, BrightSkye is dedicated to fostering a culture of innovation and teamwork. Join us to work with diverse technologies and clients while advancing your career in a supportive setting.
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! Attend local tech meetups or industry events to connect with potential employers and fellow IT enthusiasts. Don’t be shy—introduce yourself and share your passion for tech!
✨Tip Number 2
Show off your skills! Create a personal project or contribute to open-source software to demonstrate your technical expertise. This not only boosts your portfolio but also gives you something tangible to discuss in interviews.
✨Tip Number 3
Prepare for the interview by brushing up on common technical questions related to 2nd and 3rd line support. Practice explaining complex concepts in simple terms—this will show your communication skills and technical knowledge.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our friendly team at BrightSkye. Let’s get you on board!
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 is tailored to the 2nd / 3rd Line IT Support Technician role. Highlight relevant experience and skills that match the job description, like your expertise in Microsoft 365 or networking fundamentals. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about IT support and how your background makes you a great fit for BrightSkye. Don’t forget to mention any specific projects or technologies you've worked with that relate to the role.
Show Off Your Problem-Solving Skills:In your application, give examples of complex technical issues you've resolved in the past. We love seeing how you approach challenges and what solutions you've implemented. This will help us understand your troubleshooting mindset!
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 friendly, collaborative team!
How to prepare for a job interview at Tribepost Ltd
✨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 technologies you've worked with, like Active Directory or VMware, and how you've tackled complex issues in the past.
✨Show Off Your Problem-Solving Skills
Prepare to share examples of challenging IT problems you've resolved. Use the STAR method (Situation, Task, Action, Result) to structure your answers, highlighting your troubleshooting process and the impact of your solutions.
✨Communicate Clearly and Confidently
Since you'll be working closely with clients and team members, practice explaining technical concepts in plain English. This will demonstrate your ability to communicate effectively, which is crucial for a role that involves mentoring junior engineers and collaborating with others.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions about the company culture, ongoing training opportunities, and the types of projects you might work on. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
