2nd Line Support Engineer
Hybrid
Nine Twenty are partnering with a renowned family ran business here in Scotland, who are actively seeking a 2nd Line Support Engineer to join their team based in Cumbernauld. As a 2nd Line Support Engineer, you will provide high quality second line engineering support to the business, managing calls assigned to the central IT Service Desk, resolving IT calls and service requests within Service Level Targets to the required standards.
Role Overview:
- Provide high-quality second-line engineering support: Manage calls assigned to the central IT Service Desk, resolving as many IT calls and service requests as possible within Service Level Targets.
- Support and technical expertise: Act as a single point of contact for first-line service delivery analysts, assisting system end-users upon escalation. Log, update, and resolve calls within agreed service level targets, escalating to other teams when necessary to meet business targets.
- Knowledge sharing: Proactively share knowledge with peers and other team members, creating, updating, and documenting procedures and solutions to defined standards.
- Continuous improvement: Suggest and contribute to ways of improving existing tasks and processes using current technology, fostering a culture of continuous improvement.
- Service Desk management: Ensure all calls are logged in the Service Desk with the relevant service level target applied.
- System management: Conduct system/staff additions, deletions, and transfers in line with existing processes.
- User engagement: Build and maintain successful relationships with end-users, identifying ongoing opportunities to improve user experience and maximize customer service.
Skills & Experience:
- Technical Support Experience: Proficient in supporting Microsoft Active Directory, Microsoft Exchange/Outlook, Server, and Microsoft Office 365 environment.
- Industry Qualifications: Previous experience with Microsoft MCP, CompTIA+, and holding one or more relevant industry qualifications such as Microsoft 365 Fundamentals, Microsoft MCNA, or CompTIA.
- Communication Skills: Strong communication and interpersonal skills.
- Analytical Skills: Logical thinker with strong analytical, problem-solving, and organizational abilities.
- Team Collaboration: Demonstrated ability to work cooperatively with others to achieve team targets.
- Technical Expertise: Comprehensive hands-on experience in technical development and delivery using industry-recognized tools and methodologies.
Benefits:
- Generous holiday entitlement with the option to 'buy' or 'sell' some holiday days
- Access private healthcare services + a remote GP service.
- Defined contribution pension plan
- Access practical and impartial support on various everyday matters, including medical, financial, legal, home, and family issues through our Employee Assistance Programme.
- Life assurance cover, which is a multiple of eight times your annual basic salary.
To be considered for this role, please contact Sophie at Nine Twenty or apply here today! Please note, this role must be carried out from the Cumbernauld office on a hybrid basis, therefore candidates must be based in Scotland within a commutable distance.