Senior IT Engineer

At NAVISITE - Part of Accenture, celebrating our employees and investing in their well-being and development is not just a priority or an initiative - it's woven directly into our company fabric. Our mantra and unofficial corporate hashtag #SoMuchGood is all about recognizing our team's commitment and achievements, both inside and outside the office. It's that theme that has driven a host of programs at Navisite - it's who we are. We work hard, we have fun, we give back to the community and we never take our eye off the goal - creating a modern cloud MSP with a global, talented team of employees. NaviSite is looking for an experienced IT Support Engineer to join our expanding team in Glasgow . This role is a 24/7 role which is offered primarily as an office-based role, with hybrid work available and occasional customer sites visit required. Delivering high quality IT support service in line with targeted SLA's with professional ticket handling in the company's CRM system and excellent communication with end-users. Excellent English (Written and spoken). Capturing all interactions and ticket resolutions within our ticketing system Service now to aid trending and continual service improvements. Categorizing tickets based on ITIL principles (Incidents and Service Requests) Troubleshooting issues remotely which may include issues with, Laptops, Desktops, Macs, Monitors, Docking stations, Mobile Phones and Printers. Escalate tickets to our deskside support teams where a remote resolution is not possible. Reviewing and implementing user, server and network change requests. Knowledge of TCP/IP networking and troubleshooting (IP addressing, DHCP, DNS). Work well in a team and enjoy helping others. You will be required to work in a rotating shift pattern. Occasional Travel to customer sites in the UK and Ireland may be required. Working knowledge of ITIL processes. Knowledge of Microsoft Office 365, Active Directory, Exchange Server, PC / Server We celebrate diversity and are committed to creating an inclusive environment for all employees. Navisite does not discriminate in employment based on race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or other non-merit factor. Any potential sponsorship depends on a number of factors, including but not limited to the local candidate pool and can vary from year to year. You must ensure compliance with data protection legislation under the DPA, EU GDPR, or any other ?applicable ?data protection legislation?.