We're hiring!

Tier 2 Technical Support Engineer

SoConnect is an award-winning, Scottish Borders-based company that delivers great value market leading internet, Telephony and IT managed services to small and medium-sized businesses throughout the UK with fantastic customer service.

We started in 2011 with one employee and one client. Today we employ a team of 22 that handles over 420 clients spanning 15 countries, all serviced from our centre of excellence in Newtown St. Boswells. Our offering attracts companies from a broad spectrum of sectors including education, retail, industrial, commercial, leisure, public and healthcare.

Due to business growth and demand, we are looking to extend our IT Support team. You will be an experienced Tier 2 Technical Support Engineer with current experience in a similar role.


Responsibilities and Duties:

  • Collation of purchase invoices from varying sources including mailbox, post and supplier portals
  • Dealing with hardware and software, networking, connectivity and telephony enquiries, to deliver and communicate a professional high-quality service level to end users within agreed SLA’s
  • Leading routine server maintenance and monitoring 
  • Liaise with 3rd Party suppliers and escalate support tickets through the relevant teams while keeping the customer informed 
  • Management of task and cases in Salesforce ensuring all notes and details are up to date and accurate 
  • Writing and defining formal processes and maintaining internal knowledge-base as required 
  • Management of time of self and team in line with SLA, agreements, and billable hours 
  • Providing a single escalation point for both internal and external customer requirements 
  • Delivering towards team KPI’s and Targets
  • Meeting internal and external SLA’s


  • Knowledge of hardware install and removal, fault and troubleshooting
  • Understanding of remote support methodology
  • Knowledge of Windows, Linux, IOS, and Server Operating Systems
  • Experience with Routers Modems and NTE’s
  • General Networking and IP Addressing
  • All forms of internet connection and their support methodology
  • Infrastructure design and implementation
  • Solid understanding of Windows servers and domain management tools such as WSUS, WDS, WMI, AD, and GPO
  • Backup and DR tools and methodology
  • Anti-Virus maintenance and management


  • Fun, upbeat working environment
  • Team social events
  • Company pension scheme


Sound like a good fit for you? We’d love to hear from you! To apply please send your CV and covering letter to hr@soconnect.co.uk