2nd Line IT Support Engineer

Role: 2nd Line IT Support Engineer

Department: IT

Reports To: Head of IT

Pauline Quirke Academy of Performing Arts (PQA) is a UK-wide network of performing arts academies providing outstanding extracurricular training for students aged 4–18. Through high-quality tuition in Comedy & Drama, Musical Theatre and Film & Television, PQA empowers young people to build confidence, creativity and life skills in a safe and inclusive environment.

This role sits within the IT team at PQA, which is responsible for supporting head office staff and external Principals operating PQA academies under licenses with a wide range of technical queries. You will primarily operate as a second line support engineer, working closely with our first-line support to resolve escalated issues and deliver effective solutions in a timely manner.

Key Responsibilities

Support HQ and external Principals IT queries and support Principals’ personal equipment if required.
Support and maintain IT hardware and software within agreed SLA’s, and act as an escalation point for our 1st line IT support.
Support the Head Office network (firewalls, switches and lease lines), making sure systems are operating efficiently.
Help maintain a high level of availability to PQA’s IT systems, resolving any issues that arise.
Administer and maintain our Microsoft Dynamic based database, coordinating with external support teams as needed.
Effectively collaborate with 3rd party support on IT support tasks and projects.
Proactively identify potential systems improvements and efficiencies.
Support systems-based project work organised around CAB delivery cycles, as well as other IT projects and initiatives.
Occasional travel to events such as conferences or academy visits. Such events will be planned in advance and reasonable notice will be provided.
From time to time you may be required to perform ad hoc tasks which sit outside of this job description.
Person Specification

Essential Experience & Skills

Microsoft 365 administration experience.
Excellent customer service skills, both written (email) and verbal.
Experience with Microsoft Power Platform (including Power Automate) and Microsoft Dynamics.
Strong documentation skills with the ability to produce clear technical and user-facing guides.
2–5 years’ experience in a 2nd Line IT Support role (or equivalent).
Advanced technical knowledge across 1st and 2nd Line support environments.
Networking experience, including Wi-Fi, switches, firewalls, and NAS devices.
Experience supporting and administering Windows Server environments (2012 R2 through to 2022).
Experience installing, configuring, and maintaining printers.
Experience with VMware (version 5.5 or above desirable).
Knowledge of VoIP and phone system technologies.
Administration of endpoint security tools, including Sophos Antivirus and BitLocker.
Windows 10 and Windows 11 installation, support, and troubleshooting.
Experience using service desk/ticketing systems and managing tickets through to resolution in line with SLAs.
Clear enhanced DBS check (carried out by PQA).
Desirable attributes

Barracuda Backup Office admin
ITIL experience
Power BI & Power Automate experience
PRTG Sensors
Terminal Services Environment
Experience with VMware (version 5.5 or above desirable)
Personal Attributes

Able to work effectively as part of a team while also managing and delivering individual projects independently.
Willing and able to follow instructions accurately, with an initiative-taking approach to learning new skills and technologies.
Confident communicator with the ability to present information clearly and concisely to diverse groups of stakeholders.
Critical thinking skills and able to work well under pressure.
Location: High Wycombe (Head Office) - with some home working available

Holiday: 20 days + 3 days holiday at Christmas (and bank holidays)

Hours: 40 per week

Benefits include:

Onsite free parking
Birthday bonus day off
Breakfast and refreshments available
Employee Assistance Programme
After probation has been passed (usually 6 months):

Gym membership contribution
Cycle to work scheme
Private healthcare cover
Life insurance