2nd line support Work, Jobs in Cardonald, Glg (with Salaries)

2nd Line Support Engineer
Northern Marine Group —Glasgow
- Azure
- Microsoft Office
- SharePoint
7d
IT Support Technician
McConnell Ltd —Glasgow
- Full-time
- Microsoft Word
- Microsoft Outlook
- Windows
Quick apply
2d
Technical Analyst
NTT Data UK —Glasgow
- Analysis skills
- Communication skills
8d
Technical Analyst
NTT Ltd —Glasgow
- Analysis skills
- Communication skills
7d
Infrastructure Engineer (2nd Line)
Chemify Ltd —Glasgow
- Full-time
- Azure
- Engineering
- AWS
Quick apply
5d
Regional IT Support Specialist
Omexom UK —Scotland
- Customer service
- In-person
- Communication skills
Senior Service Desk Analyst
OFGEM —Glasgow
- £35,232 - £48,561 a year
- Full-time
- Hybrid work
- Azure
- Customer service
- Microsoft Office
- Annual leave
- Flexible schedule
2d
Senior Service Desk Analyst (FTC)
OFGEM —Glasgow
- £35,232 - £48,561 a year
- Full-time
- Hybrid work
- Azure
- Customer service
- Microsoft Office
- Annual leave
- Flexible schedule
2d

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2nd Line Support Engineer

Northern Marine Group -
Glasgow

Apply Now

Job details

7 days ago

Qualifications

Microsoft Windows Server
Azure
Procurement
Microsoft Office
SharePoint
IT
IP networking
Root cause analysis
Communication skills
IaaS
Active Directory
Intune

Full job description

The 2nd Line Support Engineer is responsible for providing advanced technical support across the organisation's IT estate, with a strong focus on incident escalations, cloud‑based platforms, and service continuity.

This role acts as a technical bridge between 1st Line Service Desk and 3rd Line / specialist teams, ensuring efficient escalation, clear communication, and timely resolution of complex issues. The engineer will also contribute to service improvement, documentation, and root cause analysis.

Key Responsibilities

Incident & Escalation Management
- Act as the primary point of escalation from 1st Line Support for incidents that require deeper technical investigation.
- Diagnose and resolve complex issues across infrastructure, cloud services, and end‑user systems within agreed SLAs.
- Escalate unresolved or high‑impact incidents to 3rd Line / external vendors, ensuring full technical context and clear handover.
- Take ownership of incidents through to resolution, maintaining accountability and customer communication throughout.

Cloud & Modern Workplace Technologies
- Provide 2nd line support for cloud‑based services, including (but not limited to):
- Microsoft 365 (Exchange Online, SharePoint, OneDrive, Teams)
- Azure AD / Entra ID (identity, access, conditional access)
- Azure IaaS / PaaS components where applicable
- Support hybrid environments integrating on‑premise and cloud services.
- Assist with cloud service monitoring, service health reviews, and incident trend analysis.

Liaison & Collaboration
- Work closely with 1st Line Support to:
- Improve first‑time fix rates
- Provide coaching and technical guidance
- Identify training and knowledge gaps
- Collaborate with 3rd Line Engineers, Architects, and Vendors to resolve complex or systemic issues.
- Act as a technical point of contact during major incidents, changes, and service outages.

Problem Management & Service Improvement
- Perform root cause analysis (RCA) on recurring incidents and contribute to problem records.
- Identify opportunities to improve system stability, monitoring, and support processes.
- Create and maintain technical documentation, knowledge base articles, and escalation runbooks.
- Contribute to change assessments and support post‑implementation reviews.

Security, Compliance & Best Practice
- Support security controls, patching, and vulnerability remediation activities.
- Ensure incidents and requests are handled in line with internal policies, security standards, and compliance requirements.
- Promote ITIL‑aligned service management best practices.

Candidate Criteria

HNC/HND or equivalent experience
Previous experience in an IT related procurement / administration
IP Networking and Hardware support
Desktop & Printer Hardware support
Windows 11 support
Windows Server Administration
Active Directory Administration
MDM Administration - InTune
Office 365 Administration
Azure Administration
Desktop & Printer Hardware support
Remote access experience and remote support
M365 Support in specific areas, i.e. SharePoint and Teams
Technical Documentation
Excellent organisation skills
Excellent communication skills

Apply Now

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2nd line support jobs in cardonald, glg

2nd Line Support Engineer

IT Support Technician

Technical Analyst

Technical Analyst

Infrastructure Engineer (2nd Line)

Regional IT Support Specialist

Senior Service Desk Analyst

Senior Service Desk Analyst (FTC)

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