2nd Line Support Technician

TN United Kingdom; Glasgow; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dedicated 2nd Line Engineer to join their team in Glasgow. This full-time, office-based role involves providing essential support for training systems used by armed forces personnel. The successful candidate will work closely with a local team and collaborate with remote teams across the UK. Responsibilities include troubleshooting technical issues, maintaining customer satisfaction, and ensuring contractual expectations are met. With opportunities for professional growth and a supportive work environment, this position is perfect for those looking to advance their career in IT.

Benefits

25 days annual leave plus public holidays

Pension – Double matching contributions up to 10%

Life assurance

Companywide incentive plans

Flexible benefits

Employee discounts

Employee assistance programme / virtual GP

Role-dependent benefits: Private medical / company car or car allowance

Qualifications

• Experience in IT support within an ITIL environment is essential.
• Knowledge of Microsoft Windows 10 and Active Directory required.

Responsibilities

• Provide technical support for IS training delivery solutions.
• Resolve delivery issues and maintain high customer satisfaction.

Skills

IT support experience

Microsoft Windows 10

Active Directory

ITIL knowledge

Desktop support

Virtualisation (VMWare / V-Sphere)

CISCO / Juniper Network knowledge

Tools

Microsoft Server 2019

McAfee/EPO

Splunk

NetApp

SharePoint

Job description

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Clyde, Scotland - FULL TIME ON SITE REQUIREMENT

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

An opportunity is available for a 2nd Line Engineer to support our customer in the delivery of training systems and the continuation of training for our armed forces personnel.

Are you looking to progress your career in IT in a position that will provide training and skills in a 2nd line support role? Can you work within a team to support our customers and enable continued service? Do you want to work for a company that respects its people and is at the forefront of technology? We are looking to grow our team with committed individuals to support our customers and partners.

We seek a talented Technician to join our 2nd line support team, capable of providing technical support for all aspects of the IS training delivery solution. The ideal candidate will have a background in Desktop support and some experience with workstations and servers in a Windows Active Directory environment. Collaboration with lead technicians and working to KPIs will be essential.

You will work within a local team of four and remote teams across the UK. Inter-team liaison is important. This is a customer-facing, on-site role to support the ongoing use of various systems, ensuring contractual expectations are met and training of armed forces personnel is maintained. You will help create processes and instructions to build a competent knowledge base for quick responses in system maintenance.

Your role

This position is based at Faslane, Helensburgh, and is office-only; remote working is not available due to the support nature. Responsibilities include working with a ticketing system, resolving delivery issues, providing solutions and fixes, investigating failures, and recording issues and fixes, minimizing service disruption. Maintaining high customer satisfaction by understanding and meeting their needs within your support role is crucial. You will also contribute to the team’s ability to meet KPIs/PI’s. Experience in a similar role is beneficial.

Candidates must hold a full UK manual driving license to support with pool cars; learners will be considered but must pass their test within 6 months of joining.

Due to support requirements, candidates must be single UK nationals. Higher-level clearance is required to fulfill this position.

Your experience

• Experience in IT support within an ITIL environment
• Knowledge of:
• Microsoft Windows 10
• Microsoft Server 2019 / WSUS
• McAfee/EPO
• Virtualisation (VMWare / V-Sphere) (VMWare Horizon View)
• Active Directory
• Knowledge of:
• Splunk
• NetApp
• SharePoint
• CISCO / Juniper Network, Edge Switches
• Knowledge of PDR/JSP’s

Support hours are 0800-1800, Monday to Friday. The workweek is 37 hours, with start and end times rostered by the team lead.

Note: This is an office-based support role; remote or hybrid working is not available. There is no on-call requirement.

What we can offer

• Competitive salary and package
• 25 days annual leave plus public holidays (3 flexible)
• Pension – Double matching contributions up to 10%
• Life assurance
• Companywide incentive plans
• Flexible benefits (additional holidays, travel, dental, critical illness, and more)
• Perks at work – employee discounts
• Employee assistance programme / virtual GP
• Role-dependent benefits: Private medical / company car or car allowance