2nd Line Support Engineer (6 month FTC)

  • Cadogan St, Glasgow G2, UK
  • Full-time
  • Salary: Competitive
  • Department: IT
  • Working Hours: 35

Company Description

Here at esure Group, we’re no strangers to change. As one of the industry leaders in the insurance business, striving to become a world class digital insurer, we’re getting ready for more. It’s creating great new opportunities for innovative and talented industry professionals to join us at a pivotal point in our development.

It’s an opportunity you simply don’t want to miss. You can expect our investment in you to include a highly competitive package, career and development opportunities and flexible benefits built around you and your lifestyle.

Job Description

We are seeking a 2nd Line Support Engineer, reporting to our End User Service Manager, to be a key part of the End User Support function. This opportunity is fixed term for 6 months and will be based at our office in Glasgow.

You will be responsible for providing 2nd line IT support and Service Management to esure Group's end-user community, ensuring issues are resolved within SLA, and liaising with 3rd party IT suppliers when needed.

The day to day:

  • Provide on-site support to end users and VIPs and support the resolution of these issues by 3rd party outsource providers
  • Analyse the problem, identify the issue, understand the impact to the business in order to determine the priority, and establish an approach for its resolution
  • Take steps to restore the functionality of the system.  Where the solution is more complex or requires 3rd party involvement then refer the issue and provide a detailed analysis of the situation
  • Own problems through to their effective and timely resolution whilst mitigating impact to the end-user
  • Manage end-user devices and undertake various planned activities as required, e.g. desk moves, new users, etc., in conjunction with 3rd party outsource providers as required
  • Provide input into projects by interpreting the implications of any projects on the environments under support
  • Contribute to asset management audits and review and action audit reports
  • Produce and maintain technical documentation and user guides for relevant systems
  • Understand business operations and their dependencies on I.T. systems
  • Manage a diverse workload of reactive and proactive tasks with differing priorities in a dynamic environment
  • Manage expectations between the end-user and any 3rd party suppliers involved in resolving issues
  • Communicating technical issues to a non-technical user
  • Prioritising calls by assessing the urgency, business impact and technical nature of the call
  • Peripheral support (including performing basic maintenance) for printers, multi-functional devices and scanners
  • Commission and support of end-user devices such as PCs, Wyse thin-client devices, laptops, mobile phones, smart phones and telephone handsets


We'd love you to bring:

  • Incident Management Systems I.e. Servicenow
  • Enterprise Service Desk
  • Office 365
  • File and Folder Access Management / SharePoint Online
  • Active Directory Administration
  • Antivirus
  • Remote Access Technologies i.e. VPN, RSA
  • Basic Telephony
  • AV equipment such as video conferencing, projectors, smartboards, flat-screen TVs
  • Microsoft productivity software such as Office 2016 or later, Project, Visio, Internet Explorer
  • Thin client/virtual desktop environment
  • Patching network and telephone cables within computer room patch frames and at the end/desk connection point
  • Disaster Recovery support
  • XenApp, XenDesktop, Desktop/Laptop Client, software delivery and packaging environments
  • Exchange Administration


  • ITIL Foundation qualification
  • Windows 2012 Server (or later) housekeeping activities such as backups, user administration, allocation of permissions

Additional Information

What we will offer you in return:

  • A competitive salary that recognises your skills, experience and potential
  • 25 days annual leave plus 8 flex days (equivalent to bank holidays to be taken as and when suits you) 
  • Bonus scheme
  • Flexible working – including hybrid working post covid
  • Staff discount on our products


In light of the current Covid-19 pandemic, we want to emphasise to all applicants that the safety and wellbeing of our candidates and colleagues is esure Group’s number one priority. All interviews will be conducted remotely via a video conference platform to ensure that everyone involved is adhering to the social distancing guidance.

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