2Nd Line Desktop Support

Eurobase People; Glasgow; Sur place; GBP 21 000 - 28 000; Temps partiel

Résumé du poste

Eurobase People in Glasgow, UK is seeking an IT Support Technician to provide second-line incident resolution and handle requests within SLA. The role requires deep knowledge of Windows 10/11, MS Office, and IT hardware, with experience in networking and ITSM tools.

You will coordinate with Level 3 teams, install and configure software/hardware, and support project tasks while ensuring security clearances (SC) are in place and a valid UK driving license is held.

Qualifications

• Strong knowledge of Windows 10/11 OS and MS Office.
• LTSC Channels and KIOSK experience desirable.
• Basic understanding of SCCM/Active Directory.
• Networking expertise (LAN/WAN/VLAN, DHCP, DNS/WINS, VPN).
• MS Exchange/Outlook configuration knowledge.
• Peripherals management (printers, displays, docking stations).
• Familiarity with ITSM software (ServiceNow).
• Excellent customer interface and service skills.
• Some flexibility with working hours.
• Full UK Driving Licence.
• SC Cleared or eligible for SC Clearance.

Responsabilités

• Undertake incident and request tasks.
• Possess 2nd line responsibility for resolving incidents to SLA.
• Maintain a 2% incident per month target.
• Be responsible for completion of assigned works within allocated timeframes.
• Undertake Project Tasks, supporting both internal and external Project Managers.
• Undertake Non Standard Requests tasks to agreed timescales.
• Proactively communicate with Level 3 teams to highlight major issues.
• Find resolution of technical issues for laptop/desktop hardware, networks, printers, etc.
• Install & configure software and hardware.

Connaissances

Windows OS knowledge

LTSC Channels

SCCM/Active Directory

Networking (LAN/WAN/VLAN/Wi‑Fi)

MS Exchange/Outlook

ITSM ServiceNow

Customer service

Driving Licence

SC Clearance

Outils

ServiceNow

Description du poste

Start/End dates

04/12/2026 to 03/05/2027

Pay Grade/Rate UMB - £19.33

PAYE - £14.90 Basic £16.92 Premium

Location

South Street
Glasgow
Glasgow City

Job Description

• Undertake incident and request tasks
• Possess 2nd line responsibility for resolving incidents to SLA
• Maintain a 2% incident per month target
• Be responsible for the completion of assigned works within allocated timeframes
• Undertake Project Tasks, supporting both internal and external Project Managers
• Undertake Non Standard Requests tasks to agreed timescales
• Proactively communicate and coordinate with Level 3 teams to highlight major level issues
• Find resolution of technical issues for laptop/desktop hardware, networks, printers, etc.
• Install & configure software and hardware

Your skills and experience

• An in-depth knowledge and good understanding of Microsoft Windows OS (Windows 10 & Windows 11), including build, configuration and registry settings is required, along with a level of proficiency in Microsoft Office.
• Experience handling LTSC Channels and KIOSK is highly desirable
• Basic level understanding in SCCM/Active Directory and a working knowledge of IT service models
• Networks experience to include an understanding of LAN/WAN/vLAN and Wi-Fi technologies, DHCP, DNS/WINS, PXE and VPN/remote connectivity
• An appreciation of the Microsoft Exchange environment, email client configuration, MS Outlook, instant messaging tools, along with general etiquette
• Computer peripherals - including but not limited to printers (including MFD's), display screens, docking stations, port replicators, cameras and scanners
• Working Knowledge of IT Service Management (ITSM) software (ServiceNow)
• Excellent customer interface and customer service skills
• Some flexibility with working hours when needed
• Full UK Driving License.
• SC Cleared or required to undertake SC Clearance

Additional Comments (Clearances, special conditions, Briefing call notes etc.