1st Line Support Engineer - #2171476

Our 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.

We are now looking to add an experienced 1st Line IT Support Technician to our Glasgow team.

Key Responsibilities:

• Provide technical support for Telecoms & IT issues 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 1st Line Telecoms / 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

• 1+ year experience in IT support
• Windows Server (2016–2022)
• 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 team’s standard support coverage.