IT Support Engineer; Tier 1

Lyra Technology Group is a p rivate e quity-backed holding company that invests and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group , we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.

We made our first acquisition at the beginning of 2018. Today, we hold a controlling stake in 100+companies across the US, UK, Australia, New Zealand, and Canada. Our companies employ over 3,000 team members, each led by their own management team, and provide world-class support to over 12,000 clients.

Lyra Technology Group is seeking a n IT Support Engineer (Tier
1) for our Op erating Company, Certum , located in Rutherglen, Glasglow, United Kingdom . We are a Managed Service Provider (MSP), delivering IT support services to a diverse client base across multiple industry sectors throughout Scotland and the wider UK.

This role is ideal for a customer-focused IT professional with strong troubleshooting skills and hands-on experience supporting Microsoft-based environments.

Certum Limited has beenestablishedfor over 15 years, making us one of the longest running IT services companies based in Glasgow. We strive to be thevery bestat what we do. With our vast experience in IT and Telecoms we are experts in aligning business goals with technology and providing a single point of service for all your IT requirements.

We pride ourselves on our excellent customer service and believe that every company canbenefitfrom an outsourced IT partner who can deliver a first-class service, attention todetail,and industryrecognisedtechnical excellence. We believe we are the number one IT company in Scotland, with a special focus on Glasgow and the central belt.

Your work as a n IT Support Engineer (Tier 1 ) will include the following duties:

• Provide first-line technical support for incoming queries related to software, hardware, and networking
• Answer customer phone calls and accurately log support requests within the helpdesk/ticketing system
• Manage and progress assigned tickets, ensuring all actions and communications are fully documented
• Respond to incidents and service requests within agreed Service Level Agreements (SLAs)
• Maintain and update centralized documentation to reflect changes to customer networks and services
• Take ownership of personal workload and ticket queue to ensure timely resolution
• Escalate issues appropriately when required while maintaining clear communication with customers

Our ideal IT Support Engineer (Tier
1) has the following qualifications:

• Previous experience in anIT support or helpdesk role
• Strong problem-solving and analytical skills
• Excellent customer service and communication skills
• Ability to work independently while contributing to a collaborative team environment
• GCSE or equivalent (preferred)
• Minimum 1 year of technical support experience (required)
• Hands-on experience with the Microsoft stack, including:
• Windows 10/11
• Windows Server 2012 R2 or newer
• Microsoft 365

Our helpdeskoperates7:00am – 7:00pm, Monday to Friday, on a rotating shift basis:

• Early Shift: 7:00am – 3:30pm
• Normal Shift: 9:00am – 5:30pm
• Late Shift: 10:30am – 7:00pm

We also provide critical weekend support for a small group of customers via an on-call rota, shared across all engineers:

• Saturday & Sunday: 9:00am – 5:00pm

The targeted base compensation for this role is £25,500 – £31,000 per annum and will be in Rutherglen, Glasglow, UK. This is a full-time permanent role that offers a hybrid in-office schedule.

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