Role: IT Engineer - 2nd/3rd Line
Place of work: Glasgow, City Centre
Contract type: Full-time, Permanent
Working Hours: Monday – Friday, 9am – 5pm
Do you thrive in a fast-paced environment and have a passion for delivering excellence in IT support? If so, Jones Whyte has an excellent opportunity for you where you will have the chance to shine and contribute your expertise.
We are seeking a skilled and proactive 2nd/3rd Line IT Engineer to join our IT Support Team. This role blends advanced ticket-based support responsibilities with hands-on cybersecurity exposure.
Why Jones Whyte?
At Jones Whyte, we’re more than just a law firm—a dynamic community built on collaboration, innovation, and a shared commitment to excellence. Joining us means stepping into a role where your expertise is valued, and your growth is a priority.
The Role
As a 2nd/3rd line IT Engineer, you will be supporting the firm with advanced tasks, ensuring the smooth running of our technology. You'll be responsible for maintaining, troubleshooting, and improving our IT infrastructure while playing a key part in supporting cybersecurity initiatives, responding to threats, and helping to enforce best practices across the business. You will liaise with all our staff in person and remotely, via tickets or on the phone, understanding their requirements and managing all requests in line with the department's service level agreements.
You will have the direct support of an experienced IT Manager and wider team along with in-house developers. Due to the nature of the work involved in this role, you will be required to be in the office full-time.
The role demands you to be proactive and focused, with a positive attitude and calm approach. You should be a strong team player capable of demonstrating an understanding of Technology.
As part of our team, you’ll not only play a key role in the success of our Technology department but also gain opportunities to develop your skills and achieve your career ambitions, all while contributing to a thriving and supportive environment.
Key Responsibilities:
Technical Support & Infrastructure
* Provide high-level 2nd and 3rd line support to end users across Windows-based environments.
* Manage, maintain and troubleshoot infrastructure including servers, networks, storage, and endpoint devices.
* Escalate and liaise with 3rd parties or vendors where necessary.
* Perform patching, software updates, and systems health monitoring.
* Participate in IT projects including hardware refreshes, system migrations, and software deployments.
Cyber Security
* Act as a first responder to security incidents—triaging alerts, containing threats, and escalating to our SOC where appropriate.
* Support vulnerability management through patching, configuration management, and reporting.
* Assist with endpoint detection and response (EDR) tools and threat monitoring platforms (e.g., Microsoft Defender for Endpoint).
* Work alongside internal teams and external SOC/MSSP to investigate anomalies and alerts.
* Help enforce security policies, MFA, conditional access, and least privilege models.
* Contribute to user awareness campaigns and phishing simulations.
Requirements:
* At least 2 years of experience in an IT support role
* Proven experience in a 2nd/3rd line support role within a Windows-based environment.
* Strong knowledge of Microsoft 365, Azure AD, and Windows Server environments.
* Solid networking knowledge (TCP/IP, DNS, DHCP, VPNs, VLANs, firewalls).
* Experience with IT security principles, practices, and tooling (e.g., EDR, MFA, vulnerability scanners).
* Ability to script or automate tasks using PowerShell or similar tools.
* Strong troubleshooting and analytical skills with a methodical approach.
* Ability to work with a hands-on approach to install/troubleshoot hardware
* Excellent communication & interpersonal skills, with the ability to explain technical issues to non-technical users
* Strong organisational and multitasking abilities
* Commitment to confidentiality
* Attention to detail
Desirable but Not Essential:
* Experience working in a Law firm and/or with legal software
* Experience working with Microsoft Defender for Endpoint, Sentinel, or other SIEM tools.
* Exposure to compliance standards such as ISO 27001, Cyber Essentials+, or NIST.
* Understanding of identity and access management, conditional access, and zero-trust concepts.
* Certifications such as CompTIA Security+, Microsoft SC-200, or MS-102 are a plus.
Company Benefits & Perks
* Competitive Salary
* 23 days Holiday plus 8 Bank Holidays
* Holiday Loyalty Scheme: Earn an Additional 5 Days of Holiday
* Buy and Sell Up to 3 Holiday Days Each Year
* Company Pension Scheme
* Company Bonus Scheme
* Industry-leading Maternity and Paternity Policies
* Company Referral Scheme
* Wellbeing Support
* Annual Company Day Out
* Birthday Early Finish