2nd Line IT Support Technician

Nine Twenty; Glasgow; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A growing IT support firm in Glasgow is seeking a 2nd Line IT Support Technician to provide high-quality technical support across various platforms. The role necessitates strong troubleshooting skills and a proactive approach. Candidates should have over 3 years of IT support experience and be familiar with networking fundamentals and telecoms platforms. Competitive salary and hybrid working options available.

Benefits

Professional growth opportunities

Competitive salary

On-call allowance

Qualifications

• 3+ years’ IT support experience, including 2nd Line responsibilities.
• Strong knowledge of Microsoft 365 & Azure.
• Familiarity with SIP/VoIP and call routing.

Responsibilities

• Resolve incidents escalated from 1st Line within SLA targets.
• Support and administer telecoms platforms.
• Manage telecoms tasks such as call diverts and number changes.

Skills

Troubleshooting skills

Customer-focused approach

Knowledge of Windows Server/Desktop

Networking fundamentals (TCP/IP, DNS, DHCP, VPNs)

Experience with telecoms platforms

Education

Certifications (Microsoft, Cisco, CompTIA or ITIL)

Tools

VMware

Hyper-V

Intune

Job description

2nd Line IT Support Technician

Location: Glasgow | Contract: Full-time | Hybrid

We are looking for an experienced 2nd Line IT Support Technician to join a growing team and provide high-quality technical support across desktop, server, cloud, and telecoms environments. This role is ideal for someone with strong troubleshooting skills, proven MSP experience, and a proactive, customer-focused approach.

Key Responsibilities

• Resolve incidents escalated from 1st Line within SLA targets.


• Support and administer telecoms platforms (Gamma Horizon, Giacom, SIP Trunk Call Manager).


• Manage telecoms tasks such as call diverts, number changes, and diagnostics.


• Liaise with third-party providers (e.g. BT Openreach) for fault resolution.


• Handle user onboarding/offboarding, device setup, and maintenance.


• Maintain clear documentation of incidents, fixes, and system changes.

About You

• 3+ years’ IT support experience, including 2nd Line responsibilities.


• Strong knowledge of Windows Server/Desktop, Active Directory, Microsoft 365 & Azure.


• Familiar with networking fundamentals (TCP/IP, DNS, DHCP, VPNs).


• Experience with telecoms platforms, SIP/VoIP, and call routing.


• Knowledge of VMware/Hyper-V, Intune, and backup solutions.


• Certifications such as Microsoft, Cisco, CompTIA or ITIL (desirable).

What’s on Offer

• A varied role covering desktop, server, cloud, and telecoms technologies.


• Professional growth opportunities with exposure to modern IT platforms.


• Competitive salary, hybrid working, and on-call allowance.

If you wish to learn more about this opportunity feel free to contact Jack at [e-mail]