2nd Line Engineer

2nd Line Engineer | £35,000 - £40,000 | Hybrid | Glasgow based

About the role

As a Level 2 Engineer you will take ownership of diagnosing, troubleshooting, and resolving technical incidents escalated from the 1st Line team. This includes investigating complex issues across on-premise infrastructure such as networking and servers, as well as cloud environments.

Job responsibilities

• Take ownership of technical incidents escalated from 1st Line Support and work them through to resolution.
• Investigate and troubleshoot issues involving servers, networks, desktops and cloud services.
• Work within agreed customer SLAs and ensure incidents are progressed appropriately.
• Keep customers informed throughout the lifecycle of incidents and change requests.
• Use remote support and diagnostic tools to investigate and resolve technical problems.
• Provide clear and accurate updates within the company's ticketing platform.
• Maintain detailed technical documentation and contribute to the internal knowledge base.
• Provide technical assistance and act as an escalation point for Service Desk Agents, apprentices and junior 2nd Line Engineers.
• Support the onboarding and development of new 2nd Line team members when required, including acting as a buddy during their induction.

Knowledge, Skills & Experience

• Supporting and maintaining on-premises server infrastructure.
• Diagnosing and resolving networking issues.
• Managing and troubleshooting networked environments.
• Microsoft desktop technologies and end-user support.
• Cloud platforms and cloud-based services.
• Virtualisation technologies.
• Microsoft Exchange and Microsoft 365 / Office 365.
• Firewalls and firewall technologies.
• Antivirus and other endpoint/security technologies.
• Cloud-based backup platforms.
• Providing remote technical support to customers.
• 25 days annual leave + public holidays, rising with length of service
• Employee benefits trust
• Company bonus scheme
• Healthcare and cash plan
• Cycle to work scheme
• Paid CSR Days
• Company sick pay and income protection cover
• Discounted gym membership

Driving License is required.