2nd/3rd Line Support Engineer

Head Resourcing; Glasgow; On-site; GBP 35,000 - 55,000; Full time

Job summary

Head Resourcing is seeking an experienced IDS Engineer for a 3-month contract in Glasgow's public sector IT operations. You will provide 2nd/3rd line Microsoft support within a complex Microsoft environment and help maintain core infrastructure services.

The role emphasizes troubleshooting across Microsoft 365, Intune, Windows, AD, and endpoint management, with collaboration across internal teams and suppliers. Scottish public sector experience is advantageous.

Qualifications

• We need strong and proven experience in Microsoft-focused 2nd/3rd line support roles.
• Experience managing Microsoft 365 tenants, Windows 11, Intune, AD and Entra ID.
• Experience supporting Microsoft endpoint management, including Intune and policy/compliance.
• Experience in an ITSM/service desk with incident management and SLAs (ServiceNow preferred).
• Scottish public sector knowledge is highly advantageous.
• Microsoft 365 certification is desirable but not essential.

Responsibilities

• Provide 2nd and 3rd line technical support across our enterprise Microsoft environment.
• Troubleshoot issues and perform root cause analysis across Microsoft 365, Intune, Windows, AD and related services.
• Manage incidents and service requests through ServiceNow and meet SLAs.
• Collaborate with 1st line, project delivery teams and third-party suppliers.
• Assist with implementing new technologies and service improvements.
• Maintain core infrastructure services and contribute to digital service improvements.

Skills

Microsoft 365

Intune

Active Directory

Entra ID

Windows 11

ITSM

ServiceNow

Policy & compliance

Scottish public sector

Tools

ServiceNow

Microsoft 365 admin

Job description

Salary: £? - ? per year

Requirements

• We need strong and proven experience in similar Microsoft-focused 2nd/3rd line support roles.
• We need experience managing the Microsoft technology stack, including Microsoft 365 tenants/subscriptions, Windows 11, Intune, Active Directory, and Entra ID.
• We need experience supporting Microsoft endpoint management, including Intune, Windows build and configuration, and policy/compliance.
• We need experience working in an ITSM or service desk environment, using an ITSM tool such as ServiceNow to manage incidents and requests and meet SLAs.
• Knowledge and experience in the Scottish public sector or Scottish Government is highly advantageous.
• Microsoft 365 certification is highly desirable but not essential.

Responsibilities

• We will provide 2nd and 3rd line technical support across our enterprise IT environment.
• We will troubleshoot issues and carry out root cause analysis across Microsoft 365, Intune, Windows operating systems, Active Directory, endpoint management, and related infrastructure services.
• We will manage incidents and service requests through ServiceNow.
• We will work closely with our 1st line support teams, project delivery teams, and third-party suppliers.
• We will help implement new technologies and service improvements when required.
• We will maintain core infrastructure services and contribute to the continual improvement of our digital services across a complex Microsoft technology estate.

Technologies

• Active Directory
• Support
• ITSM
• Microsoft 365
• ServiceNow
• Windows
• Office 365

More

We are a Glasgow-based public sector organisation seeking an experienced IDS Engineer for a 3-month contract to join our busy enterprise IT operations team supporting a multi-partner Microsoft environment. This role offers the opportunity to work across a complex Microsoft technology estate, support core infrastructure services, and contribute to the ongoing improvement of digital services. We are committed to being an inclusive employer and welcome applications from everyone, with workplace adjustments available during the recruitment process.

last updated 33 week of 2026