Senior IT Engineer - T3 (Glasgow)

Redsquid Communications; Glasgow; On-site; GBP 40,000 - 60,000; Full time

Job summary

Redsquid Communications in Glasgow is looking for a Senior IT Engineer to deliver expert technical support across various customer environments. Responsibilities include managing projects, ensuring excellent customer service, and mentoring colleagues.

The ideal candidate has strong experience in IT support, knowledge of server operations, and familiarity with best cybersecurity practices. A minimum of a degree in Computer Science is preferred.

Qualifications

• Proven experience in a 2nd/3rd line support role within an MSP.
• Configuration and troubleshooting of Windows Servers.
• Ability to manage virtualized environments like Hyper-V and VMware.

Responsibilities

• Act as an escalation point for support teams.
• Provide technical support to a diverse range of customers.
• Maintain documentation and manage IT projects effectively.

Skills

2nd/3rd line support experience

Windows Server 2012/2016/2019 troubleshooting

Virtualised environments management

Backup solutions familiarity

Microsoft 365 support

Active Directory administration

Microsoft Azure exposure

Networking installation and troubleshooting

Telephony systems knowledge

Excellent troubleshooting skills

Education

HND or BSC / Degree in Computer Science

Tools

Hyper-V

VMware

CompTIA certifications

Azure Fundamentals

ITIL v4 certification

Job description

As our Senior IT Engineer, you will be responsible for delivering expert technical support across a range of customer environments, acting as an escalation point for support teams, managing projects, and ensuring excellent customer service. You will also support colleagues, maintain technical documentation, and provide guidance on cybersecurity and IT best practices.

Duties & Responsibilities

• Acting as an escalation point to 1st and 2nd line technicians.
• Providing technical support and ticket resolution for servers and infrastructure across a broad range of customers and technologies.
• Maintaining a high degree of customer service for all IT support queries and projects.
• Accurately updating /maintaining our ticketing system and striving to exceed SLAs.
• Responding to enquiries from clients and escalated tickets and effectively resolving any server hardware or software problems.
• Liaising with third party software/hardware providers to expedite prompt resolutions for clients.
• Provide guidance on cybersecurity and IT best practices.
• Effectively managing tickets & task through a PSA.
• Managing project works efficiently.
• Mentoring and supporting colleagues.
• Providing technical support resource to support teams.
• Maintain accurate technical documentation and asset records.
• Out of Hours work on occasion.

Skills / Experience preferred

• Proven experience in a 2nd/3rd line support role within an MSP.
• Windows Server 2012, 2016 and 2019 installation, operation and troubleshooting.
• Configure and manage virtualised environments (Hyper-V, VMware).
• Familiarity with backup solutions, RMM tools, and IT security practices.
• Exchange Online, Microsoft 365 deployment, operation and troubleshooting.
• Active Directory and Group Policy Administration.
• Microsoft Azure deployment, support and development exposure.
• Networking – Routers/Switches/Firewalls installation, operation and troubleshooting.
• Connectivity – Experience specifying and deploying Fibre, MPLS, EFM, vDSL.
• Excellent troubleshooting and communication skills across a variety of disciplines.
• Desirable/advantageous Telephony – 3CX, Gamma, Microsoft Business Voice.

Preferred Qualifications

• HND or BSC / Degree in Computer Science.
• Relevant certifications & accreditation – e.g. CompTIA, Microsoft, Azure Fundamentals would be an advantage.
• ITIL v4 certification (or willingness to work towards it).
• Current Driving License and own car required.

Redsquid Communications Ltd is an equal opportunity employer. We take all reasonable steps to employ, train and promote employees based on their experience, abilities, and qualifications, without regard to age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (including colour, nationality, ethnic or national origins and caste), religion or belief, sex, or sexual orientation.