2Nd Line Engineer - Glasgow - £19.33 Per Hour Umbrella CONTRACT

Click; Glasgow; On-site; GBP 28,000 - 41,000; Full time

Job summary

Click in Glasgow is seeking a 2nd Line Engineer on a contract basis to support hub and spoke locations. You will undertake incident and request tasks, provide 2nd line resolution to SLA, and manage assigned works within timeframes while coordinating with Level 3 teams.

You will handle hardware, network and printer issues, install and configure software and hardware, and travel as required with an onsite van to different sites across the region.

Qualifications

• Experience in 2nd line IT support and incident management.
• Strong Windows OS knowledge (Win10/Win11) and Office proficiency.
• UK driving licence and willingness to travel to multiple sites.

Responsibilities

• Undertake incident and request tasks.
• 2nd line responsibility for resolving incidents to SLA.
• Maintain a 2% incident per month target.
• Complete assigned works within allocated timeframes.
• Undertake Project Tasks supporting Project Managers.
• Handle Non Standard Requests tasks to agreed timescales.
• Coordinate with Level 3 teams to highlight major issues.
• Resolve hardware, network and printer problems.
• Install and configure software and hardware.

Skills

Windows 10/11

Microsoft Office

SCCM/Active Directory

Networking LAN/WAN/Wi-Fi

DHCP/DNS/WINS/PXE

VPN/remote connectivity

Microsoft Exchange/Outlook

ITSM ServiceNow

Printers/Peripherals

Driving Licence

Customer service

Tools

ServiceNow ITSM

Job description

We are recruiting for a 2nd Line Engineer on contract to be based in Glasgow.

• 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.

UK drivers licence required as the engineer will be required to support Hub and Spoke locations. Travel to alternate locations will be provisioned via onsite van.