IT Support Engineer (Tier 1)

Lyra Technology Groupis aprivateequity-backed holding company that invests andoperatesindustry leading technology service businesses. Our companies areoperatedindependently by exceptional management teams. Companies that join our groupretainthe employees name and culture that have made them successful. As a platform ofEvergreenServicesGroup 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 in100companies across the US UK Australia New Zealand and Canada. Our companies employ over3000 team members each led bytheirown managementteam andprovideworld-class support to over 12000clients.

IT Support Engineer (Tier 1)Lyra Technology Group

Lyra Technology Group is seeking anIT Support Engineer (Tier 1)for ourOperating CompanyCertumlocated 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.

AboutCertumLimited

Certum Limitedhas 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 todetailand 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 anIT Support Engineer (Tier 1)willinclude 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 idealITSupport Engineer(Tier 1)has the following qualifications:

• Previousexperience 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

• • Azure (basic exposure preferred)

Working Hours & Schedule...

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-callrota shared across all engineers:

• Saturday & Sunday: 9:00am 5:00pm

The targeted base compensation for this role isperannum andwillbe in Rutherglen Glasglow UK. This is a full-timepermanentrole that offers a hybrid in-office schedule.