2nd Line IT Support Engineer

2nd Line IT Support Engineer Overview

We are looking for a proactive and customer-focused 2nd Line IT Support Engineer to join a growing IT team supporting multiple educational sites. This is an excellent opportunity for an experienced IT support professional with a background in education to develop their technical skills within a collaborative and supportive environment.

The successful candidate will provide second-line technical support, act as an escalation point for first-line engineers, and help ensure reliable, secure, and efficient IT services across multiple locations.

Key Responsibilities Technical Support

• Act as the escalation point for incidents and service requests from the first-line support team.
• Diagnose and resolve issues relating to Windows devices, Microsoft 365, user accounts, printing, networking, and education-focused applications.
• Deliver remote and on-site technical support to staff and end users.
• Configure, deploy, and maintain desktops, laptops, tablets, and peripheral devices.
• Support classroom technology, including interactive displays, projectors, audio-visual equipment, and printing solutions.
• Maintain accurate IT asset records and technical documentation.
• Escalate complex infrastructure issues to senior engineers when appropriate.

Microsoft 365 Administration

• Administer Microsoft 365 user accounts, licensing, and permissions.
• Manage Microsoft Entra ID users, groups, and security settings.
• Support Exchange Online, Microsoft Teams, OneDrive, and SharePoint.
• Assist with user onboarding, role changes, and offboarding processes.
• Support Microsoft Intune device management.
• Assist with implementing security, compliance, and endpoint management policies.

Networking Support

• Troubleshoot wired and wireless network issues.
• Support network infrastructure, including switches, wireless access points, DNS, DHCP, and VLANs.
• Assist with network monitoring and documentation.
• Work alongside third-party suppliers where required.

Education Technology Support

• Support Management Information Systems (MIS) and other education-specific software.
• Provide technical support during examinations and key organisational events.
• Maintain classroom technology and digital learning environments.
• Support safeguarding, filtering, and monitoring systems in line with organisational policies.

Team Collaboration

• Work closely with colleagues across multiple sites to deliver high-quality IT services.
• Provide excellent customer service to users at all levels.
• Contribute to continuous improvement initiatives within the IT department.
• Share technical knowledge and best practices with colleagues.
• Participate in team meetings, training, and ongoing professional development.

About You Essential Experience

• At least two years' experience in an IT support role.
• Experience supporting Microsoft 365 environments.
• Experience supporting Windows 10 and Windows 11 devices.
• Experience supporting printers, classroom technology, and end-user hardware.
• Experience using IT service desk or ticket management systems.
• Previous experience working within an educational environment is desirable.

Technical Skills

• Microsoft 365 administration.
• Microsoft Entra ID user management.
• Windows 11 and Windows Server administration.
• Active Directory administration.
• Knowledge of networking fundamentals, including:
  • TCP/IP
  • DNS
  • DHCP
  • VLANs
  • Wireless networking
• Device deployment and lifecycle management.

Personal Attributes

• Strong troubleshooting and analytical skills.
• Excellent communication and customer service abilities.
• Ability to manage multiple priorities in a busy environment.
• Professional, approachable, and team-oriented.
• Strong understanding of data security and safeguarding responsibilities.
• Full UK driving licence and willingness to travel between sites.

Desirable Skills

• Microsoft 365 Fundamentals (MS-900).
• Microsoft Endpoint Administrator Associate (MD-102).
• CompTIA Network+.
• Cisco CCNA.
• Microsoft Intune administration.
• SharePoint administration.
• Experience supporting Management Information Systems such as Arbor, Bromcom, or SIMS.
• PowerShell scripting knowledge.

Salary & Benefits

• Salary of £28,000 £30,000, depending on experience and qualifications.
• Full-time, permanent position.
• Standard pension scheme.
• 25 days annual leave plus bank holidays.
• Company laptop provided.
• Ongoing investment in training and professional certifications.
• Opportunities for career progression into 3rd Line Support, Infrastructure, or Network Management roles.
• Varied and rewarding work supporting education through technology.

Additional Information

• Full-time position (37.5 hours per week, Monday to Friday).
• Regular travel between sites is required.
• Successful applicants will be subject to an Enhanced DBS check.