Job Description

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

Skills Required