2nd Line IT Support Engineer

Connexa; Glasgow; On-site; GBP 80,000 - 100,000

Job description

Our client, a dynamic Managed Service Provider (MSP), is seeking a customer-focused 2nd Line Support Engineer to provide advanced technical support across multiple client infrastructures. This role offers an opportunity to work in a fast-paced environment, troubleshooting complex IT issues and ensuring the smooth operation of IT systems.

Key Responsibilities

• Provide 2nd Line technical support for a diverse range of clients across various industries.
• Diagnose and resolve hardware, software, and network issues, escalating complex problems when necessary.
• Administer and troubleshoot Microsoft 365, SharePoint, Teams, OneDrive, and Exchange Online.
• Manage and maintain Azure Cloud Services, including Azure AD, Intune, and Backup solutions.
• Configure and maintain Active Directory, Group Policies, user access permissions, and security protocols.
• Support Windows & macOS environments, including remote user troubleshooting.
• Assist with software installations, updates, and patch management.
• Monitor and enforce cybersecurity best practices, including endpoint protection and access controls.
• Maintain clear documentation of tickets, troubleshooting steps, and resolutions in the ITSM helpdesk system.
• Deliver exceptional customer service, ensuring clients receive prompt and effective IT support.

Required Skills & Experience

• A minimum of 4 years of experience in an IT support role, ideally within an MSP environment.
• Strong knowledge of Microsoft 365 & Azure Cloud Services (Azure AD, Intune, Exchange Online).
• Experience troubleshooting Windows & macOS environments in a multi-client setup.
• Ability to support remote users and troubleshoot VPN, networking, and connectivity issues.
• Understanding of firewalls, DNS, DHCP, and basic network security principles.
• Excellent problem-solving skills with a structured and detail-oriented approach.
• Strong communication and documentation skills, ensuring clarity in ticket resolutions.
• Ability to work independently and manage multiple client requests efficiently.

My client welcomes applications from proactive, customer-focused Engineers, looking for their next challenge in a thriving IT environment.

If you're ready to take the next step in your IT Engineer career, apply today!

Connexa Technology is acting as an Employment Agency in relation to this vacancy.