2nd / 3rd Line IT Support Technician

2nd / 3rd Line IT Support Technician
Location: Office based in Coatbridge, ML5 4EY. Occasional site visits when required,
Salary: Competitive salary depending on experience + benefits
Contract: Full Time, Permanent
Benefits: 32 days annual leave inclusive of Bank Holidays, Pension scheme, Free car park, Ongoing training and certification support, Opportunity to work with diverse technologies and clients, Friendly, collaborative team environment, Career progression as the company grows.
About us:
BrightSkye is a dynamic and growing IT services provider based in Coatbridge. We deliver a full range of technology solutions to businesses across the region including managed IT support, telecoms, connectivity, and IT projects. Our team prides itself on providing exceptional service, technical expertise, and a personal approach to every customer relationship.
As we continue to expand, we’re looking for an experienced 2nd / 3rd Line IT Support Engineer to join our team and play a key role in supporting our clients’ infrastructure and delivering high-quality technical solutions
Job Role:
As a 2nd / 3rd Line Support Engineer at BrightSkye, you’ll act as an escalation point for complex technical issues, providing advanced troubleshooting and support across our client base. You’ll be involved in resolving challenging IT problems, implementing new technologies, and contributing to projects that enhance client systems and infrastructure.
You’ll work closely with our 1st Line team, ensuring smooth escalation, mentoring junior engineers, and maintaining strong relationships with customers.
Main Responsibilities:
* Provide 2nd and 3rd line technical support for a wide range of client systems (Windows Server, Microsoft 365, networking, cloud, and telecoms).
* Troubleshoot and resolve complex incidents and service requests, both remotely and on-site.
* Support and manage customer environments including Active Directory, Exchange Online, Intune, Azure AD, and virtualisation platforms (VMware / Hyper-V).
* Configure, maintain, and troubleshoot routers, switches, firewalls, and VPNs.
* Deliver technical input and implementation for IT infrastructure projects and migrations.
* Collaborate with 1st Line Engineers to ensure effective escalation processes and knowledge sharing.
* Document technical procedures, solutions, and configurations accurately.
* Support telecoms and connectivity solutions including VoIP systems and broadband circuits.
* Proactively monitor systems to identify potential issues and recommend improvements.
* Participate in an on-call rota (where applicable) to ensure high service availability
Knowledge, Skills & Experience:
Essential:
* Strong administration of Microsoft 365: Exchange Online, SharePoint, OneDrive and Teams.
* Identity and device management: Microsoft Entra ID (formerly Azure AD), Intune, Conditional Access and compliance policies.
* Windows Server and core services: AD DS, DNS, DHCP, Group Policy.
* Networking fundamentals: switching, routing, VLANs, VPNs and firewall configuration.
* Virtualisation: Hyper-V and/or VMware.
* RMM and PSA tooling in an MSP setting: monitoring, patching, scripting, ticket hygiene and documentation.
* Backup and disaster recovery experience and restore drills.
* Security practices: MFA, EDR, baseline hardening and familiarity with Cyber Essentials controls.
* PowerShell for troubleshooting and automating routine tasks.
* Excellent communication in plain English, strong ownership and the ability to manage priorities in line with SLAs.
* Willing to join an on-call rota.
* A full driving licence
Desirable:
* Experience with telecoms systems (VoIP / SIP / hosted PBX).
* Microsoft, CompTIA, or Cisco certifications (e.g. MCSA, Azure Fundamentals, CCNA).
* Experience working for an MSP or IT services provider.
If you feel you have the necessary skills and experience to be successful in this role, click on “APPLY” today, forwarding an up-to-date copy of your CV for consideration in the first instance.
No agencies please