2nd Line Support Engineer

Fujitsu; Glasgow; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in technology is seeking a dedicated 2nd Line Support Technician to join their team in Glasgow. This office-based role involves providing excellent customer support, resolving IT issues, and maintaining high customer satisfaction. Candidates should possess strong IT knowledge, communication skills, and a willingness to learn. Benefits include 26 days annual leave, pension contributions, and employee discounts.

Benefits

26 days annual leave plus public holidays

Pension with double matching contributions up to 10%

Life assurance

Companywide incentive plans

Flexible benefits

Employee discounts

Employee assistance programme / virtual GP

Qualifications

• Candidates must hold a full UK manual driving license.
• Willingness to learn and develop skills in IT support.

Responsibilities

• Resolve delivery issues and provide solutions using the Support Works ticketing system.
• Respond to service desk support calls within SLA timescales.
• Investigate, diagnose, and resolve IT incidents.

Skills

IT knowledge

Communication skills

Teamwork

Tools

Microsoft SCCM

Active Directory

Microsoft Server 2016/2019

Hyper-V

VMWare

Group Policy

Job description

2nd Line Support Technician

Location: Clyde, Scotland – On Site 5 Days a week

Due to the nature of our support requirements this is an office-based role.

Are you looking for a career in IT that offers training and skills development in a 2nd line Support role? Do you enjoy working within a team to support customers and ensure continued service? Are you proud to work for a company that respects its staff and is at the forefront of technology? We are seeking dedicated individuals to join our team and provide excellent support to our customers.

We seek motivated candidates with IT knowledge, familiarity with devices, understanding of Windows 10, device repair, and desktop support. Since the role is customer-facing, strong communication skills and the ability to work well in a team are essential. The position is based near Glasgow, Scotland, with occasional project work further afield and remote support for other sites as needed. Maintaining high customer satisfaction by understanding and meeting their needs within your support role, as defined by your Team Lead, is crucial. You will also contribute to meeting team SLA and KPI targets.

Your role

We are looking for a 2nd Line Support Technician to maintain service during training at our site near Glasgow. Your responsibilities will include resolving delivery issues, providing solutions, and investigating reported failures using our Support Works ticketing system to document issues and fixes, minimizing service disruption.

Candidates must hold a full UK manual driving license.

Support hours are 07:00 – 16:30, on a rotating split shift weekly, to cover 37 hours. Example shifts are 07:00-15:00 and 08:00-16:30, Monday to Friday.

Your experience

Knowledge of IT support and infrastructure, team working, and a willingness to learn and develop skills. Tasks include:

• Responding to and completing service desk support calls within SLA timescales according to Fujitsu procedures.
• Deploying images and software using Microsoft SCCM or similar tools.
• Investigating, diagnosing, and resolving IT incidents.
• Researching and advising on workarounds, fixes, RFCs, and new technologies.
• Maintaining records and documentation related to IT services.
• Adhering to Fujitsu IS policies, including Change & Release, Configuration, and Security policies.
• Ensuring network security in line with security operating procedures.

Knowledge required:

• Microsoft Server 2016/2019
• Active Directory
• Backup systems and processes
• Hyper-V / VMWare
• SCCM
• Group Policy

Willingness and eligibility to undergo security clearance are required.

Your benefits:

• 26 days annual leave plus public holidays (3 flexible days)
• Pension with double matching contributions up to 10%
• Life assurance
• Companywide incentive plans
• Flexible benefits (additional holidays, travel, dental, critical illness, etc.)
• Perks at work – employee discounts
• Employee assistance programme / virtual GP

Achieve together

We are Fujitsu, a Japanese company committed to fairness, equality, diversity, and inclusion. We promote an environment where everyone can bring their full self to work, embracing our 'Be Completely You' ethos.

We are inclusive and reflect societal diversity. We are a Disability Confident company, a Times Top 50 employer for Women, and a signatory of the Race at Work Charter. We are committed to UN standards for LGBT+ inclusion.

We want you to thrive. If working for a progressive organization that values diversity and inclusion is important to you, please apply.

Fujitsu is recognized as a Disability Confident Leader, ensuring guaranteed interviews for candidates with disabilities who meet role criteria and require reasonable adjustments. Please contact us for more information.

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