Job Title: 2nd Line Support Engineer

Location: Glasgow (Hybrid Working)

Salary: 30,000 - 35,000 per annum

Benefits: Company Car or Car Allowance, Pension Scheme, Healthcare & Wellness Plan, Employee Assistance Programme, Employee Discount Scheme, Private Medical Care, Life Assurance

Working Hours: Monday to Friday

About the Role:We are seeking a dedicated and experienced 2nd Line Support Engineer to join our team. This hybrid role offers the flexibility of remote working combined with the requirement to visit client sites as needed. The successful candidate will provide end-user support both remotely and on-site, assist the sales team with technical recommendations, and support the onboarding of new customer products.

Key Responsibilities:

Provide remote and on-site end-user support.
Assist the sales team in recommending suitable products and services.
Attend customer meetings with account managers to address technical queries.
Support the creation of quotes and provide technical support during the onboarding of new products.
Keep customers informed about incident progress and upcoming changes.
Escalate service or project issues that cannot be resolved within agreed service levels.
Complete scheduled tickets promptly and update customer documentation via CRM.
Collaborate with Change and Release Management teams to ensure smooth service transitions.

Core attributes:

Strong communication skills.
Ability to work effectively in a team.
Flexible approach to resolving customer issues.
Awareness of products and services.
Understanding of support tools and techniques.
Self-motivated with the ability to work in a fast-paced environment.

Requirements:

Minimum of two years' experience as an IT Engineer in an MSP environment.
Proficient in Microsoft 365 cloud services, including Exchange Online, OneDrive, SharePoint, and Teams.
Strong knowledge of Microsoft client operating systems and applications.
Network troubleshooting skills with routers, firewalls, switches, and WAN connectivity.
Strong working knowledge of Microsoft server products, including Microsoft Server, Hyper-V, Microsoft Exchange, and SQL Server.
Knowledge of virtualisation technologies.
Relevant certifications (Microsoft, Cisco) are desirable.

Other Points:

A valid driver's license is required as the role includes a company car or car allowance.
Ability to visit client sites as required.

If you are a proactive and skilled IT professional looking to join a dynamic team, we would love to hear from you. Apply now to take the next step in your career!

Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.

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