Scott Mcwilliam Email & Phone Number

Glasgow, Scotland, United Kingdom

As the SMC 3rd Line Technical Team Leader, I lead a team of 3rd line engineers, focusing on providing high-quality support to our managed services customers. My key responsibilities include:Team Management: Overseeing my team of engineers, ensuring they are equipped to support to our customers. I focus on mentoring and developing their skills to enhance our service quality.Technical Escalation Point: Acting as the primary escalation contact for both 3rd and 2nd Line issues. I handle complex customer and internal incidents, ensuring timely and effective resolutions in line with our SLAs.Customer Collaboration: Working directly with customers on ongoing projects, I provide technical guidance and oversee the implementation and documentation for projects and changes adhering to our change management processes.

Providing 3rd line Network and Security support for managed services customers and internal network.Network and Security point of technical escalation and expertise for 1st & 2nd line engineers.Respond to customer & internal incidents logged providing technical solutions whilst working towards set SLA's.Working with customers providing technical assistance to on-going projects managing and documenting all network changes in accordance with change management process.

Pre-sales support providing: Prerequisite analysis, solution specification and design. Writing scope of works, quote documentation and providing tender technical support.Implementation Support: Prebuild documentation and initial solution configuration. Project Lead to deploy the solution to meet customer expectations and provide as build documentation.Post Sales support: Assist with customer additions and changes in an ad-hoc or managed service post sales environment. Remote analysis and support of any post implementation snags.

Scotland, United Kingdom

As part of the Technical Services team, I provided essential technical support to customers, both onsite and remotely. My role involved installing and supporting network devices, PCs, and servers, troubleshooting issues, and pre-staging routers and switches. I managed customer projects, including system upgrades and rollouts, conducted site surveys, and delivered post-sales support. Regular site visits for equipment maintenance were also a key part of my responsibilities.

Glasgow, United Kingdom

As part of a small IT team, I supported internal systems and over 200 UK and Ireland stores. My responsibilities included first line support for software and hardware issues, ensuring prompt resolution. I also monitored the internal infrastructure using SolarWinds, focusing on maintaining system stability and performance. Additionally, I actively collaborated with Senior team members to diagnose and resolve complex technical issues.