2nd Line IT Support Technician
Location: Glasgow | Contract: Full-time | Hybrid
We are looking for an experienced 2nd Line IT Support Technician to join a growing team and provide high-quality technical support across desktop, server, cloud, and telecoms environments. This role is ideal for someone with strong troubleshooting skills, proven MSP experience, and a proactive, customer-focused approach.
Key Responsibilities
* Resolve incidents escalated from 1st Line within SLA targets.
* Support and administer telecoms platforms (Gamma Horizon, Giacom, SIP Trunk Call Manager).
* Manage telecoms tasks such as call diverts, number changes, and diagnostics.
* Liaise with third-party providers (e.g. BT Openreach) for fault resolution.
* Handle user onboarding/offboarding, device setup, and maintenance.
* Maintain clear documentation of incidents, fixes, and system changes.
About You
* 3+ years’ IT support experience, including 2nd Line responsibilities.
* Strong knowledge of Windows Server/Desktop, Active Directory, Microsoft 365 & Azure.
* Familiar with networking fundamentals (TCP/IP, DNS, DHCP, VPNs).
* Experience with telecoms platforms, SIP/VoIP, and call routing.
* Knowledge of VMware/Hyper-V, Intune, and backup solutions.
* Certifications such as Microsoft, Cisco, CompTIA or ITIL (desirable).
What’s on Offer
* A varied role covering desktop, server, cloud, and telecoms technologies.
* Professional growth opportunities with exposure to modern IT platforms.
* Competitive salary, hybrid working, and on-call allowance.
If you wish to learn more about this opportunity feel free to contact Jack at jharding@weareninetwenty.com
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