2nd Line Engineer

Peaple Talent; Glasgow; Hybrid; GBP 35,000 - 40,000; Full time

Benefits offered by this job

25 days leave

Benefits trust

Bonus scheme

Healthcare plan

Cycle to work

CSR days

Sick pay & income protection

Gym discount

Job summary

Peaple Talent is hiring a 2nd Line Engineer in Glasgow for a hybrid role. You will diagnose, troubleshoot, and resolve incidents escalated from the 1st Line team across on-premises servers, networks, desktops, and cloud services.

Responsibilities include following SLAs, keeping customers informed, providing remote support, and maintaining documentation. You will mentor junior staff and support onboarding for new engineers, with a salary of £35,000 to £40,000.

Qualifications

• Experience supporting on-premises server infrastructure.
• Strong networking troubleshooting skills.
• Experience with Microsoft 365/Exchange.
• Familiarity with cloud platforms and cloud services.
• Knowledge of virtualization technologies.
• Understanding of firewalls and security technologies.
• Experience providing remote technical support.
• Ability to document clearly and maintain knowledge bases.

Responsibilities

• Take ownership of technical incidents escalated from 1st Line Support and drive to resolution.
• Investigate and troubleshoot issues involving servers, networks, desktops and cloud services.
• Work within customer SLAs and ensure incidents progress appropriately.
• Provide updates to customers throughout incident and change lifecycles.
• Use remote support tools to investigate and resolve problems.
• Provide clear updates in the ticketing platform.
• Maintain technical documentation and knowledge base.
• Assist and escalate for junior team members and apprentices.
• Support onboarding and buddy induction for new 2nd Line engineers.

Skills

On-premises server infrastructure

Networking troubleshooting

Microsoft desktop technologies

Cloud platforms

Virtualisation technologies

Microsoft Exchange/Office 365

Firewalls & security technologies

Remote technical support

Technical documentation

Job description

2nd Line Engineer | £35,000 - £40,000 | Hybrid | Glasgow based

About the role

As a Level 2 Engineer you will take ownership of diagnosing, troubleshooting, and resolving technical incidents escalated from the 1st Line team. This includes investigating complex issues across on-premise infrastructure such as networking and servers, as well as cloud environments.

Job responsibilities

• Take ownership of technical incidents escalated from 1st Line Support and work them through to resolution.
• Investigate and troubleshoot issues involving servers, networks, desktops and cloud services.
• Work within agreed customer SLAs and ensure incidents are progressed appropriately.
• Keep customers informed throughout the lifecycle of incidents and change requests.
• Use remote support and diagnostic tools to investigate and resolve technical problems.
• Provide clear and accurate updates within the company's ticketing platform.
• Maintain detailed technical documentation and contribute to the internal knowledge base.
• Provide technical assistance and act as an escalation point for Service Desk Agents, apprentices and junior 2nd Line Engineers.
• Support the onboarding and development of new 2nd Line team members when required, including acting as a buddy during their induction.

Knowledge, Skills & Experience

• Supporting and maintaining on-premises server infrastructure.
• Diagnosing and resolving networking issues.
• Managing and troubleshooting networked environments.
• Microsoft desktop technologies and end-user support.
• Cloud platforms and cloud-based services.
• Virtualisation technologies.
• Microsoft Exchange and Microsoft 365 / Office 365.
• Firewalls and firewall technologies.
• Antivirus and other endpoint/security technologies.
• Cloud-based backup platforms.
• Providing remote technical support to customers.
• 25 days annual leave + public holidays, rising with length of service
• Employee benefits trust
• Company bonus scheme
• Healthcare and cash plan
• Cycle to work scheme
• Paid CSR Days
• Company sick pay and income protection cover
• Discounted gym membership

Driving License is required.