2nd Line Support Engineer

IT 2nd Line Support Engineer

Glasgow

Remote

Position Overview: We are seeking a skilled and proactive IT 2nd Line Support Engineer to join our clients growing team. The ideal candidate will possess strong technical expertise, excellent problem-solving skills, and a customer-focused attitude. You will be working from home with occasional on-site visits to the company's clients across central Scotland.

Key Responsibilities:

• Provide technical support and assistance to users in resolving hardware, software, and network issues.
• Respond to escalated support tickets and resolve issues in a timely manner to minimize downtime.
• Diagnose and troubleshoot complex technical problems, both remotely and on-site if necessary.
• Collaborate with other IT teams to escalate and resolve issues efficiently.
• Document support processes and maintain knowledge base articles for internal reference.

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience).
• Previous MSP experience preferred.
• Proven experience in a similar role, preferably in a fast-paced service desk environment.
• Strong knowledge of Windows operating systems inc 2008-2019.
• Proficiency in troubleshooting hardware, software, and network issues.
• Excellent communication and interpersonal skills.
• Experience working with Microsoft Azure/O365 on prem and cloud based.
• IT certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.

Desirable:

• Knowledge Opera, Amdeus PMS systems
• Microsoft accreditations
• Experience configuring and supporting enterprise firewalls, routers, managed systems, VLAN configurations.