2nd Line Technical Engineer (Glasgow)

About the Role As a 2nd Line Technical Engineer in Glasgow, you will deliver expert remote IT support across a range of customer environments, acting as an escalation point for 1st line engineers, managing projects, and ensuring excellent customer service. You will also maintain technical documentation, provide guidance on cybersecurity and IT best practices, and support colleagues with proactive advice to meet SLA targets. What You'll Do

• Diagnosing and resolving a wide range of IT issues for customers remotely.
• Building, installing, configuring and troubleshooting hardware and software solutions.
• Acting as the escalation point for our 1st line engineers.
• Keeping backend systems up to date and ensuring customer information and documentation on our systems is accurate.
• Providing proactive advice on best practices and approaches for our customers.
• Supporting on project delivery work as needed.
• Consistently developing your skills and knowledge; sharing specialist skills across the team.
• Achieving response and fix times within SLA targets.
• Occasionally visiting customer sites on an ad-hoc basis for installs or onsite work. What We're Looking For
• At least 2 years in a full 2nd Line technical support engineer position, with 5+ years in a technical support role overall.
• In-depth understanding of delivering outsourced IT support services to remote users in various businesses.
• Experience with M365 platform – essential.
• Strong working knowledge of Microsoft Office products – essential.
• Office 365 – Exchange, SharePoint, Intune – Setup and Deployment; Azure – VM Setup, AVD Settings; Server Management; Active Directory; Hyper-V Replication; ADConnect Services.
• You are a customer-focused, motivated, trustworthy individual with strong communication skills (verbal and written). You can work accurately and quickly, respond proactively to customers, and manage multiple tasks at once. Nice to Have
• Willingness to occasionally visit customer sites for installs or onsite work.
• Familiarity with outsourced IT support delivery to remote users. About Redsquid Redsquid Communications Ltd is an equal opportunity employer. We are an innovative provider of solutions within IoT, Cyber Security, ICT, Data Connectivity and Voice solutions, dedicated to improving our customers' businesses and operations.