IT Engineer - 2nd Line

Job title: IT Engineer - 2nd Line

Location: Edinburgh or Glasgow office

Workplace type: Hybrid working - min 1 day a week at the office. This is a minimum, but a successful candidate can opt to be office based 5 days per week.

Hours per week: 35

Type of contract: Permanent

Job Level and Salary Scale: Level 3, £28,516 - £34,853 per annum

Closing date: 10 April 2025.

Interviews: Interviews for this role will take place in a week commencing 21st April 2025.

Are you a problem-solver with a passion for technology and outstanding customer service?

Citizens Advice Scotland is looking for a skilled and motivated 2nd Line Engineer to join our IT team.

In this role, you'll play a vital part in resolving complex technical issues, supporting a diverse user base, and ensuring our IT systems run smoothly. From troubleshooting hardware and software issues to improving IT support processes, you’ll be key in delivering a high-quality service. You'll be expected to enhance IT support efficiency, reduce resolution times, and contribute to continuous service improvements that directly impact our organisation's success. If you're looking for a challenging yet rewarding role with opportunities for growth and development, we’d love to hear from you!

This role offers you the opportunity to work at the heart of supporting Scotland's largest independent advice network and to make an invaluable contribution to citizen’s lives.

For more information about the role, please refer to the Job Pack.

For further information on how we process your data and your information rights, please refer to our Privacy Notice - Job Volunteer and Applicants.

Employee benefits

Citizens Advice Scotland offers excellent terms and conditions. We want our people to have a great work life balance and we have designed our working practices and benefits to support this. Here are some of things our employees benefit from: a 35-hour full time working week, 40 days annual leave, genuine flexibility in working hours with a flexi-time system, and hybrid working opportunities for every role. For more details of some of the other benefits on offer to our employees, please see the section on employee benefits in the job pack.

Citizens Advice Scotland is committed to promoting diversity and inclusion. We offer a range of family friendly, inclusive employment policies and flexible working arrangements to support all our staff. We are also committed to equality of opportunity for all and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

CAS provides options for hybrid working to allow employees to balance their time attending the office with time working from home. The number of days you will be able to work from home each week will be dependent on your job role and can be discussed as part of the recruitment process.

Before you apply

Our aim is to make ensure our application assessment process is fair, objective and transparent.

As such, please do not include on your CV or candidate statement the following information: your address, a photo, hobbies, age, date of birth, marital status, nationality.

The candidate statement

The candidate statement plays a very important part in the application assessment process. It is a free space for you to showcase your skills, competencies, and experiences relevant to the role. Please include examples which demonstrate how you meet the requirements.

The candidate statement is expected to be up to 1-2 page(s) A4 long.

While we recognize AI can be a helpful tool for starting your application, and may help you by sparking an idea more easily than starting with a blank page, we really want you to show in your application who you are and how you think. AI will never replace the important human element at the application stage.  It is very obvious when candidates have used AI alone to complete their application and so, for your own benefit, please make sure that you write your written statement yourself and don’t rely on AI to write it for you.  

You have the option to upload your candidate statement as a separate document or you can write your candidate statement in the section below. Please choose the option that best work for you.

Please note that applications without the candidate statement will not be considered.