My client delivers comprehensive IT solutions that keep your business connected, secure, and future-ready. Due to continued success, they are looking for a 2nd Line IT Support Engineer to join the team in Glasgow. The team provides hands-on support and strategic guidance across modern workplace solutions, cloud services, and cybersecurity. Working with leading technology partners like Microsoft, we ensure you have access to the best tools and expertise for your business needs. Key Responsibilities: Provide technical support for IT issues escalated from 1st Line, covering desktop, server, cloud, and telecoms environments. Troubleshoot and resolve incidents in line with SLA targets, ensuring timely and effective service delivery. Support and administer telecoms platforms including Gamma Horizon, Giacom, SIP Trunk Call Manager, and similar systems. Carry out telecoms tasks such as applying call diverts, updating holiday messages, managing number changes, and performing line checks. Liaise with third-party providers such as BT Openreach for fault logging, updates, and coordination. Assist with user onboarding/offboarding, device setup, and routine maintenance. Maintain accurate documentation of incidents, resolutions, and system changes. What We're Looking For Proven experience in a 2nd Line IT Support role, ideally within a Managed Service Provider (MSP). Windows Desktop & Server environments Active Directory, Group Policy Networking fundamentals (TCP/IP, DNS, DHCP, VPNs) Microsoft 365 and Azure administration Telecoms platforms: Gamma, Giacom, SIP Trunk Call Manager Ability to manage and resolve tickets efficiently within SLA targets. Experience liaising with telecoms providers such as BT Openreach. Experience & Technical Skills 2 years experience in IT support, with exposure to 2nd Line responsibilities. Windows Server (20162022) Virtualization: VMware or Hyper-V Microsoft 365, Azure, Intune Networking: Firewalls, VPNs, VLANs, Wi-Fi, DNS/DHCP Backup solutions and basic disaster recovery procedures Telecoms: SIP, VoIP, call routing, line diagnostics Scripting or automation (basic level desirable) Certifications (Desirable) Microsoft: MS-900, MD-102, MS-102 Cisco: CCNA CompTIA: Network, Security ITIL Soft Skills & Attributes Strong communication skills able to liaise with both technical and non-technical users. Reliable team player with a collaborative mindset. Good time management and prioritization skills. Detail-oriented with solid documentation habits. Proactive approach to learning and continuous improvement. On-call participation is a mandatory part of this role and forms part of the teams standard support coverage. Apply now for immediate interview.