Service Desk Level 2 UE Technician (US) in Scotland - Glasgow, United Kingdom

at Ernst & Young

Information Technology
Minimum Qualification
Bachelor's Degree
Required Experience
1 - 3 years
Employment Type
Male or Female

Job Description

To provide technical application support remotely at a Sub Area Level to end users and serve as a troubleshooting escalation point for other IT Services teams. 

The Level 2 UE Technician provides solutions, guidance, coordination, and follow-up to end user questions and problems, focusing on reproducing and narrowing down situations for applications installed and/or maintained by the Firm.


  • Sufficient knowledge of IT operations, responsibilities, work flow processes and procedures in order to resolve inquiries independently
  • Excellent problem solving skills with a results-oriented attitude
  • Strong customer service skills, with the ability to explain solutions in an effective manner
  • Excellent team skills as well as being self-motivated
  • Strong communication skills
  • Proactive, organised and able to prioritise tasks
  • Ability to quickly gain knowledge and understanding of technical and business functions
  • Able to develop working relationships with staff at all levels
  • Able to collect/extract information from systems and present findings
  • Identify improvement opportunities
  • Flexibility and initiative to anticipate end user needs
  • Work with end user, dealing sympathetically with their problems under pressure
  • Able to deal with irate users
  • Skills 

    • Symantec Endpoint Protection
    • EYRC (Remote Access (VPN)
    • MS Outlook
    • Lotus Notes 8 – Mail & Databases
    • Windows XP and Windows 7
    • Active Directory
    • Networking concepts (e.g. WAN, LAN, WLAN)
    • SCCM
    • Good knowledge of English, both verbal and written
    • Shift Left suggestions 


    • MS Lync
    • Office 365
    • Cisco IP Telephony
    • Successful completion of College/University course in Business, Computing or Information Technology
    • ITIL Foundation course
    • MCDST or MCP
    • Soft skills course completion directly relating to customer care  

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