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- Tasks: Provide 2nd line IT support and resolve technical queries for staff and external Principals.
- Company: Join the Pauline Quirke Academy, empowering young talent in performing arts across the UK.
- Benefits: Enjoy competitive salary, gym contributions, birthday off, and private healthcare after probation.
- Why this job: Make a real difference in a creative environment while enhancing your IT skills.
- Qualifications: Experience in Microsoft 365, customer service, and 2nd line IT support required.
- Other info: Flexible working options and opportunities for career growth in a dynamic team.
The predicted salary is between 30000 - 42000 £ per year.
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 SLAs, 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
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
2nd Line IT Support Engineer employer: PQA
Contact Detail:
PQA Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line IT Support Engineer
✨Tip Number 1
Network like a pro! Reach out to current or former employees at PQA on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills. Make sure you can confidently discuss your experience with Microsoft 365, networking, and any other relevant tech. We want to see that you can handle those tricky IT queries!
✨Tip Number 3
Show off your customer service skills during the interview. Remember, you'll be supporting HQ and external Principals, so demonstrate how you can communicate clearly and effectively, especially when resolving issues.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the PQA team.
We think you need these skills to ace 2nd Line IT Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the 2nd Line IT Support Engineer role. Highlight your experience with Microsoft 365, customer service skills, and any relevant technical knowledge. We want to see how your background fits with what we do at PQA!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about IT support and how you can contribute to our team. Be sure to mention any specific experiences that relate to the responsibilities listed in the job description.
Show Off Your Documentation Skills: Since strong documentation skills are essential for this role, consider including examples of guides or documentation you've created in the past. This will demonstrate your ability to produce clear technical and user-facing materials, which is super important for us.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep everything organised and ensures your application gets the attention it deserves. Plus, it’s easy peasy!
How to prepare for a job interview at PQA
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft 365, Dynamics, and Power Platform. Be ready to discuss specific scenarios where you've used these tools effectively in your previous roles.
✨Show Off Your Customer Service Skills
Since this role involves supporting both HQ staff and external Principals, practice articulating how you've handled customer queries in the past. Use examples that highlight your communication skills and ability to resolve issues efficiently.
✨Prepare for Technical Questions
Expect questions about networking, firewalls, and server environments. Review common troubleshooting steps and be prepared to explain your thought process when diagnosing technical issues.
✨Demonstrate Team Collaboration
This position requires working closely with first-line support and third-party teams. Think of examples where you've successfully collaborated on projects or resolved escalated issues, showcasing your teamwork and initiative.