2nd Line IT Field Engineer – Proactive Support

TTEC; Glasgow; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Pension after 3 months

Life Assurance: 3x salary

Income Protection

23 days holiday + birthday

CBT Nuggets training

Friday Pulse

Team events

Medical cashback (BUPA)

Career progression

Job summary

T-Tech is seeking a skilled IT Field Engineer to join our Service Desk team in Glasgow/Edinburgh. You will provide 2nd line support, troubleshoot IT systems, and collaborate with the client’s IT team to resolve incidents quickly.

The role emphasizes documentation, reporting, and continuous improvement to optimise the client’s IT environment. A strong service mindset and relevant certifications are highly valued.

Qualifications

• Previous experience in a 2nd line support role, preferably in a fast-paced environment.
• Proficient knowledge of IT systems, including hardware, software, networks, and servers.
• Strong analytical and problem-solving skills with the ability to think critically under pressure.
• Excellent communication and interpersonal skills to effectively interact with clients and team members.
• Ability to prioritize and manage multiple tasks simultaneously, ensuring deadlines are met.
• IT certifications such as ITIL, CompTIA, or Microsoft certifications are highly desirable.

Responsibilities

• 2nd Line Support: act as the go-to problem-solver in the Service Desk and own issues to resolution.
• Technical Expertise: troubleshoot complex IT system, network, server, and application problems escalated from 1st line.
• Relationship Building: partner with the client's IT team for seamless communication and incident resolution.
• Documentation & Reporting: maintain logs of incidents, solutions, and best practices; produce trend reports.
• Continuous Improvement: stay updated with new technologies and identify opportunities to improve service delivery.

Skills

2nd line support

IT systems knowledge

Analytical thinking

Communication

multitasking

IT certifications

Tools

Networking

Servers

Job description

T-Tech is seeking a skilled IT Field Engineer to join our Service Desk team in Glasgow/Edinburgh. You will provide 2nd line support, troubleshoot IT systems, and collaborate with the client’s IT team to resolve incidents quickly.

The role emphasizes documentation, reporting, and continuous improvement to optimise the client’s IT environment. A strong service mindset and relevant certifications are highly valued.