L1 Application Support Engineer
Application Deadline: 30 June 2025
Department: Infrastructure & Support
Employment Type: Permanent - Full Time
Location: Glasgow/Hybrid
Reporting To: Head Of Application Support
Description
We’re looking for proactive and customer-focused L1 Application Support Engineers to join our growing support team. As the first point of contact for our customers, you’ll play a key role in delivering high-quality application support, managing incoming requests, and ensuring issues are logged, triaged, and resolved in line with service level agreements.
This role offers the opportunity to work across a varied customer base, supporting business-critical applications, carrying out system health checks, and contributing to ongoing service improvements. You’ll be part of a collaborative team working on a rotational shift pattern (days, backs, nights) and will gain exposure to a range of technologies, including Azure Active Directory, Windows Server, and MS-SQL.
If you’re a problem-solver with excellent communication skills, experience in service desk operations, and a passion for delivering great customer service — we’d love to hear from you.
Key Responsibilities
* Providing 1st line application support ensuring all requests for support are logged, categorised, and triaged to ensure SLAs are met
* Carry out initial investigations and troubleshoot where possible to resolve issues
* Escalate incidents to 2nd line support engineers as required
* Ensure the ticketing system is up to date and accurate at all times
* Participating in proactive maintenance and health check activity across our customer base
* Support the deployment of release and configuration changes following our Change Management procedures
Shift Pattern:
You will be rota’d to one of three rotating shifts (dayshift, nightshift, backshift),
Skills, Knowledge and Expertise
Required:
* Previous experience as an L1 support engineer, or relevant technical experience that would allow you to confidently assess & respond to issues relating to our application
* Excellent written and oral communication skills are essential
* Solid experience in logging and triaging support tickets
* Strong problem-solving skills
* Understanding of SLA tracking
* Experience in using and updating service desk software
The successful candidate must be based in and able to travel regularly to either our Glasgow Office - G1 1RE, or our Edinburgh Office, EH12 5HD.
Service Desk Operations:
* Ticket Management
* ITIL ·
System Administration
* Azure Active Directory/Entra ID
* Active Directory
* Windows Server 201x
Desirable:
* Educated to HNC level or equivalent in IT-related subject
Database Administration
* MS-SQL – particularly Azure SQL Database
Scripting
* PowerShell/Bash
Benefits
* 26-day annual leave package – plus public holidays for your base location area
* An extra day off for your birthday! (even if it falls on a weekend)
* Salary exchange pension scheme
* The option to buy extra annual leave days
* Annual Company & Personal Performance Bonus Awards
* Employee Nominated On-The Spot Bonus Program. Ranging from £100 - £5000!
* Employee-Referral Scheme
* Private healthcare & hospital cash plan that covers our employees’ partners and dependents.
* Group Life Insurance
* Income Protection
* Length of service awards from 3 years in service
* Regular team-building events and monthly all-staff updates from our CEO
* Opportunities for professional development and growth
* Access to Pluralsight & Udemy
* Gym membership discount
* Byond cashback card – Cashback on purchases from your local high street retailers
* Salary sacrifice cycle scheme – Our cycle to work benefit-pay nothing upfront and save on the cost of a brand-new bike and accessorise. All while saving the planet by reducing your carbon footprint.
Check out our Employee Benefits video via our social media pages!
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