2ND LINE SUPPORT - WEST LOTHIAN THIS ROLE IS HYBRID - 1 DAY PER WEEK IN THE OFFICE - EXCELLENT CAREER OPPORTUNITIES THE COMPANY This business is a Scottish based successful IT Consultancy organisation that designs, installs and supports Microsoft and Infrastructure solutions across the UK. THE ROLE: The 2nd Line Support Engineer provides advanced technical support to clients, resolving incidents, fulfilling service requests, or supporting the problem and change management functions. This role handles advanced cases requiring technical support, alongside escalations or overflow from the 1st Line Support Team. Alongside their advanced technical capability, the 2nd Line Support Engineer must deliver excellent customer service focused on quality ITSM system input, first-touch resolution, and meeting any SLA obligations. The role holder will be required to achieve and maintain necessary vetting (e.g., Disclosure Scotland, BPSS, NPPV, SC). THE PERSON: - Ideally you will have previous experience in remote and customer support. - Take ownership of cases, striving to maximise first-time fix while driving through to resolution. - Maintain customer monitoring, proactively responding to issues. - Support service improvement initiatives, developing and implementing solutions where appropriate. - Work to customer based SLAs. TECHNOLOGIES: - Microsoft Server technologies, including Operating Systems, Exchange and SCCM. - Active directory and group policy. -Storage and associated technologies, preferably Dell/EMC VNX/Unity. -Replication and backup solutions - VMWare vSphere. -Hyper-V 2008R2 to 2019 - Networking This is an excellent opportunity to join a successful business with a strong career path and a focus on work-life balance. Contact me for more info YOU MUST HAVE A VALID UK WORK VISA