2nd Line Technical Support Engineer

What you ll be doing:

As a 2nd Line Technical Support Engineer in our Cyber Resilience Practice, you ll be the person customers rely on when something needs a closer look. You ll take ownership of incidents and service requests that need deeper investigation, working mainly across our Commvault-powered Backup as a Service (BaaS) and Disaster Recovery as a Service (DRaaS) platforms.

Day to day, you ll:

• Take ownership of technical incidents and service requests that need deeper investigation, seeing them through to resolution
• Monitor customer backup and recovery environments, spotting and fixing issues before they affect service availability
• Support and maintain our BaaS and DRaaS solutions, built primarily on Commvault
• Diagnose and resolve issues across Commvault and the technologies behind it — servers, storage, virtualisation, networking and cloud
• Manage your ticket queue against agreed SLAs, keeping customers informed at every step
• Bring in specialist engineers or technology vendors when a fix needs deeper expertise, with clear, well-documented handovers
• Help build the team s knowledge by contributing to documentation and runbooks that improve first-time fix rates
• Work towards Commvault and supporting technology certifications, with training provided along the way

• You ve got 1-2 years  experience in 1st line, or junior 2nd line, technical support
• You re comfortable with Windows Server, Linux, networking and storage
• You ve had some exposure to backup and resilience technologies such as Commvault or Zerto — or you re keen to learn
• You re confident using ticketing and monitoring tools to get to the bottom of an issue
• You think methodically, working through problems to find the root cause rather than just the symptom
• You communicate clearly, whether that s with a customer, a colleague or a vendor
• You stay calm and organised when the ticket queue gets busy
• ITIL Foundation, or working towards a relevant certification, would be a bonus

Salary: £ Dependent on experience + benefits

You ll work for our Oriium brand, part of Iomart Group, the UK s leading Secure Cloud Managed Services Provider. We are passionate about delivering Hybrid Cloud, Data Protection, Cyber Security and Secure Connectivity to over 9,000 organisations in the UK and globally.

• We have over 25 years expertise in data centre and cloud services
• Over 600 skilled professionals and turnover over £143 m
• We are Head Quartered in Glasgow with offices in London and Manchester
• We provide critical services across all public and private sectors

We re an equal opportunities employer and want our vacancies to be available to all, so if you need us to make any reasonable adjustments during the process then just let us know.