Senior IT Support Technician Tuesday 8 June 2021 - Glasgow

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Nine Twenty have a rare and exciting opportunity, a technical role within the drinks industry!  We are on the lookout for a Senior IT Support Technician.

The role will be home based initially. Once the office re-opens the role will be based in Whyte and Mackay, 319 St Vincent Street, Glasgow, G2 5RG with flexibility for a blend of home working. Travel will be required to all other sites.


As the Senior IT support Technician, you will be the escalation point for when one of our user’s has an IT related issue and will provide technical support on a wide range of issues ranging from application support to server/ network problems. You will work with a team of two, 1st line IT Support Technicians supporting 500+ end users in the UK and internationally.

Key Result Areas:

Customer Service

  • Ensure that an excellent level of customer service and IT support is provided to colleagues across the business
  • Resolving issues and concerns, explaining solutions and escalating as required with support partners and your peers within the department.
  • Act as the main point of internal escalation for the 1st line support team.
  • 1st, 2nd and 3rd line support for Networking, Server, printer, software and Cloud IT support issues
  • Progressing customer support issues via a ticketing system and dealing directly over the phone and on site with the end user
  • Accountable for the remediation and escalation of high impact issue

Infrastructure and Applications Support

  • You should have extensive experience and knowledge of Microsoft server solutions, supporting user applications, administering/supporting Office365 and be well versed in network technologies and solutions.
  • Troubleshoot and resolve a range of errors from our user base while working closely with the 1st line support technicians and the senior network administrators.
  • Coordinate with external partners.  
  • Project lead infrastructure, networking and software rollouts, helping to design and document appropriate solutions, assist in delivery, task allocation and successful deployment/post go live support
  • Under-take root cause analysis of Electronic Data Interchange (EDI) failures and fix or work with our third-party service provider to resolve timeously.

Flexible and Systematic

  • As a key part of the IT department, you will need to exhibit a meticulous approach to logging calls, be able to manage your workload and understand the competing priorities of the business so you can manage calls appropriately.
  • You will be hand over relevant information of fault diagnosis as you escalate the call to your colleagues so attention to detail is key. You will be a self-starter.  
  • Provide SLA reporting to drive improvements and monitor performance.
  • Make changes in day-to-day processes to improve efficiency

Qualifications & Experience:

  • Degree/HND in IT related discipline and/or previous experience in a similar IT support role
  • Experience of working with network technologies such as TCP/IP, DHCP, DNS, VLANS etc
  • Extensive experience and knowledge of working with Active Directory, Exchange and SQL server, Office 365, Azure AD, SQL Management and VMWARE Administration
  • Scripting for administration and automation (Powershell)
  • Previous experience working in a small IT team within a fast-paced FMCG environment 6. Experience of working with ERP systems. Our in-house system is Tropos.


  • Excellent technical knowledge of Microsoft Server technologies and extensive networking knowledge
  • In depth knowledge across the Microsoft software stack
  • Windows Server Update Services (WSUS) and/or Microsoft Deployment Toolkit (MDT)
  • Experience of using helpdesk management solutions 5. Electronic Data Interchange (EDI) knowledge would be preferred


  • Excellent problem solving and communication skills
  • Good listener and customer focused
  • Ability to work under pressure
  • Ready to challenge the status quo and suggest new innovative ideas
  • Systematic approach to work

Personal Attributes:

  • Good team player
  • Approachable and enthusiastic and excited by the opportunity to do things differently
  • Self-Starter and forward thinking
  • Growth mindset with the drive to continually improve and interested in new challenges.
  • Uses own initiative and takes accountability