2Nd​/3Rd Line IT Support Technician

2nd / 3rd Line IT Support Technician

Location: Office based in Coatbridge, ML5 4EY
. Occasional site visits when required.

£32,000‑£36,000 per annum depending on experience.

Full Time, Permanent.

• 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.

Bright Skye 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.

As a 2nd / 3rd Line Support Engineer at Bright Skye, 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.

• 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.

• Strong administration of Microsoft 365:
  Exchange Online, SharePoint, One Drive and Teams.
• Identity and device management:
  Microsoft Entra  (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.
• Power Shell 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.
• 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.