2nd Line Support Engineer


We are seeking an additional 2nd line support member to add to our team. We offer fantastic training, a friendly, supportive environment, which encourages professional growth, and experience supporting the most up to date technologies.


Location: Godalming – Remote working options available

Salary: £24,000-£28,000

Type: Permanent

Sector: IT

Role Purpose:

IT facilities, and to provide frontline support.

Main Responsibilities:

  • Support Staff through a series of actions, either face to face or over the telephone to help set up systems or resolve issues, working on a number of open cases at one time and working through problems to completion.
  • Dealing with 1st Line to 3rd Line Support calls via ticket system
  • Setting up new users on all systems and applications including but not limited to Google G-suite, AD/Office365, Creative cloud.
  • Ensure Computers and Servers are maintained to a high standard and up to date with relevant software.
  • Assistance with Server setup and migrations.
  • Install and configure computer hardware operating systems and applications Microsoft OS and MacOS
  • Communicate with technicians across different campuses to maintain continuity of specification throughout.
  • Research and develop custom tools and processes to better manage the above.
  • Perform physical checks on workstations and network connections.
  • Carry out regular maintenance across the site during holiday periods.

Essential Skills:

  • Excellent IT skills.
  • Experience of Operating Systems – macOSx and iOs, Linux, Windows 7/10, Windows Server 2008/2012/2016
  • Desktop Applications, Adobe Suite, Microsoft Office 365, MDM Software, Active Directory, Networking Skills, TCP/IP.
  • An understanding of audio software and related file systems.
  • Excellent and highly reliable organisational skills.
  • Approachable, professional manner with clear and effective written and oral communication skills.
  • Effective team player capable of building good working relationships with students and colleagues.
  • Excellent problem-solving skills.
  • Ability to judge efficacy of procedures and propose more effective alternatives.
  • Capable of multitasking, assigning priorities quickly and effectively.
  • Ability to troubleshoot a wide variety of issues quickly and effectively in pressured environments; to think on your feet and deal with any situation calmly and effectively.
  • Keen to pick up new skills and advance training in a wide range of areas to provide efficient support and resolve any problems that may arise.
  • Ability to look well in advance and pre-empt issues or requests before they occur.
  • Outstanding verbal and written communication skills.
  • Strong diplomatic and interpersonal skills.
  • Excellent technological skills.
  • Highly developed creative and lateral thinker.
  • Ability to work under pressure.

Attributes Required:

  • Experience working with Google Apps, Wireless Technologies, Web Technologies, Music Production Applications (Pro Tools, Logic, Ableton Live etc), Adobe Creative Suite, FileMaker, Jamf, Fortinet Firewall.

If you have not had a response within 5 days of submitting CV then regretfully you have not been shortlisted.

To find out more about this role, please contact us.