2nd Line Technical Engineer (Glasgow)

As our Senior IT Engineer, you will be responsible for delivering expert technical support across a range of customer environments, acting as an escalation point for support teams, managing projects, and ensuring excellent customer service. You will also support colleagues, maintain technical documentation, and provide guidance on cybersecurity and IT best practices.

In this role, you will be responsible for delivering remote technical support to customers, resolving a wide range of IT issues, and acting as an escalation point for 1st line engineers. You will also maintain accurate systems and documentation, support project delivery, provide proactive IT advice, and ensure excellent service within SLA targets

Duties & Responsibilities

Diagnosing and resolving a wide range of IT issues for customers remotely.
Building, installing,configuring& troubleshootinghardware and software solutions.
Acting as the escalation point for our 1st line engineers.
Keepingall backend systems up to date.
Ensuring that customer information and documentation on our systems isaccurate.
Providingproactive advice on bestpracticeand approaches for our customers.
Supporting onproject delivery work as needed.
Consistentlydevelopingyour skills and knowledge.
Sharing specialist skills and ways of working across the team.
Achieving response and fix times within our SLAs.
Occasionallyvisitingcustomer sites on an ad-hoc basis asrequired, for installs or onsite work.

What you'll be aiming for:

Consistently positive customer feedback.
First timefix forissues 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
ADConnectServices

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.

Redsquid Communications Ltd is an equal opportunity employer. We take all reasonable steps to employ, train and promote employees based on their experience, abilities, and qualifications, without regard to age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (including colour, nationality, ethnic or national origins and caste), religion or belief, sex, or sexual orientation.

Apply now for success