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- Tasks: Provide 2nd line IT support and resolve technical queries for PQA academies.
- Company: Join the Pauline Quirke Academy, empowering young talent in performing arts.
- Benefits: Enjoy competitive salary, flexible working, and generous holiday allowance.
- Why this job: Make a real difference in a creative environment while enhancing your IT skills.
- Qualifications: Experience in 2nd line IT support and strong customer service skills required.
- Other info: Dynamic team with opportunities for personal growth and development.
The predicted salary is between 30000 - 40000 £ per year.
PQA (Pauline Quirke Academy of Performing Arts) 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 supports 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 Dynamics 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.
- 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).
- 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)
- 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.
High Wycombe (Head Office) - with some home working available
Holiday20 days + 3 days holiday at Christmas
2nd Line IT Support Engineer in London employer: PQA
Contact Detail:
PQA Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line IT Support Engineer in London
✨Tip Number 1
Network like a pro! Attend industry events, meetups, or even online webinars related to IT support. The more people you know, the better your chances of landing that 2nd Line IT Support Engineer role.
✨Tip Number 2
Show off your skills! Create a portfolio or a personal website showcasing your IT projects and achievements. This gives potential employers a taste of what you can do beyond just a CV.
✨Tip Number 3
Practice makes perfect! Prepare for interviews by doing mock sessions with friends or using online platforms. Focus on common IT support scenarios and how you'd handle them.
✨Tip Number 4
Apply through our website! We love seeing candidates who take the initiative. Plus, it’s a great way to ensure your application gets the attention it deserves.
We think you need these skills to ace 2nd Line IT Support Engineer in London
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 and concise materials, which is super important for us at PQA.
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 technical knowledge, especially around Microsoft 365, Dynamics, and networking. Be ready to discuss specific scenarios where you've resolved issues or improved systems, as this will show your hands-on experience.
✨Show Off Your Customer Service Skills
Since this role involves supporting both HQ and external Principals, practice how you communicate technical information clearly and concisely. Think of examples where you've provided excellent customer service, especially in challenging situations.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you'd handle specific IT support scenarios. Prepare by thinking through common issues you’ve faced in previous roles and how you resolved them. This will demonstrate your problem-solving skills and ability to work under pressure.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready about the team dynamics, ongoing projects, or the technologies they use. This shows your genuine interest in the role and helps you assess if it’s the right fit for you.