2nd Line Support Engineer

2nd Line Support Engineer

Henderson Scott have partnered with a global dynamic company based at their HO near Glasgow. Due to shift working, we offer the flexibility of remote working from anywhere within Scotland, however occasional travel to the office may be required.

As a support engineer, you will be the first point of contact for all technical support queries, providing high-quality assistance to end-users across the organisation. You'll be responsible for troubleshooting, resolving issues, and escalating complex cases when necessary. This role requires flexibility as you will be working on a rotating shift pattern that includes mornings, evenings, and nights.

The Role:

• Act as the first point of contact for all IT support queries via phone, email, or ticketing system.
• Provide first and second-line support by diagnosing and resolving hardware, software, and network issues.
• Escalate more complex problems to relevant technical teams or third-party providers where appropriate.
• Monitor and maintain IT systems, ensuring high levels of performance and availability.
• Assist with user access management, including setting up new user accounts and permissions.
• Log and track incidents, requests, and changes in the service desk system, ensuring accurate and detailed documentation.
• Provide remote global support and guidance to end-users, with occasional on-site visits to the Glasgow office when requested.
• Collaborate with other IT teams to deliver a seamless support experience.
• Participate in the shift rota to provide 24/7 coverage, including morning, evening, and night shifts on a monthly rotation.
• Maintain knowledge base and support documentation for both technical and non-technical audiences.

About You:

• Proven experience working in 1st & 2nd line support.
• Strong knowledge of Windows operating systems, Active Directory, and Office 365.
• Experience with remote desktop tools and ticketing systems (ServiceNow, Jira etc)
• Solid understanding of networking fundamentals (e.g., DNS, DHCP, TCP/IP).
• Excellent troubleshooting and problem-solving skills.
• Strong communication skills with the ability to explain technical issues to non-technical users from all over the globe.
• Ability to manage multiple tasks effectively while maintaining attention to detail.
• Comfortable working independently as well as part of a team.
• Familiar with ITIL processes and frameworks.
• Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation, Microsoft Certified: Fundamentals) are desirable.

How to ApplyPlease send your recent updated CV to be considered for this role.