IT Support Engineer Tier 1

Lyra Technology Group; Scotland; Hybrid; GBP 25,000 - 31,000; Full time

Job summary

A technology service provider is seeking an IT Support Engineer (Tier 1) to provide first-line technical support in Rutherglen, Glasgow. The ideal candidate should have at least one year of technical support experience and strong problem-solving skills, along with hands-on experience with Microsoft environments. Responsibilities include managing support requests, ensuring compliance with service level agreements, and maintaining documentation. This is a full-time role with a hybrid working schedule, offering a salary between £25,500 and £31,000 annually.

Qualifications

• Previous experience in an IT support or helpdesk role.
• Minimum 1 year of technical support experience required.
• Hands-on experience with the Microsoft stack.

Responsibilities

• Provide first-line technical support for incoming queries.
• Manage and progress assigned tickets.
• Respond to incidents within agreed SLAs.
• Escalate issues appropriately while maintaining communication.

Skills

Technical support experience

Problem-solving skills

Customer service skills

Communication skills

Ability to work independently

Education

GCSE or equivalent

Tools

Windows 10/11

Windows Server 2012 R2 or newer

Microsoft 365

Azure

Job description

Lyra Technology Group is a private equity-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.

IT Support Engineer (Tier 1) – Lyra Technology Group

Lyra Technology Group is seeking an IT Support Engineer (Tier 1) for our Operating Company, Certum, located in Rutherglen, Glasgow, 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.

About Certum Limited

Certum Limited has been established for over 15 years, making us one of the longest running IT services companies based in Glasgow. We strive to be the very best at 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 can benefit from an outsourced IT partner who can deliver a first‑class service, attention to detail, and industry recognised technical 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 an 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 an IT 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
• Azure (basic exposure preferred)

Working Hours & Schedule

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

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

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

• Saturday & Sunday: 9:00 am – 5:00 pm

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