Senior 2nd Line IT Engineer — Remote Support & Escalation

Redsquid Communications; Glasgow; Remote; GBP 35,000 - 50,000; Full time

Job summary

Redsquid Communications is seeking a Senior IT Engineer to deliver expert technical support across various environments. Responsibilities include diagnosing IT issues, escalating support inquiries, and maintaining system documentation.

The role requires at least 2 years in technical support with strong communication and customer service skills, focusing on positive client relationships and effective problem-solving.

Office 365 and M365 experience is essential, alongside a proactive approach to support. The position is based in Glasgow, UK, with the opportunity to work on-site as required.

Qualifications

• At least 2 years as a 2nd Line technical support engineer.
• 5+ years of overall technical support experience.
• In-depth understanding of outsourced IT support.

Responsibilities

• Diagnose and resolve IT issues remotely.
• Act as the escalation point for 1st line engineers.
• Maintain accurate systems and documentation.

Skills

Technical Support

Customer Service

Communication Skills

Remote IT Support

Troubleshooting

Tools

Office 365

Server Management

Active Directory

M365 Platform

Job description

Redsquid Communications is seeking a Senior IT Engineer to deliver expert technical support across various environments. Responsibilities include diagnosing IT issues, escalating support inquiries, and maintaining system documentation.

The role requires at least 2 years in technical support with strong communication and customer service skills, focusing on positive client relationships and effective problem-solving.

Office 365 and M365 experience is essential, alongside a proactive approach to support. The position is based in Glasgow, UK, with the opportunity to work on-site as required.