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