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- Tasks: Lead the IT support team and resolve complex technical issues daily.
- Company: Join Richer Sounds, a top UK Hi-Fi and TV specialist, and employee-owned business.
- Benefits: Enjoy perks like holiday home access, discounts, healthcare contributions, and extra holiday for your birthday!
- Why this job: Be part of a passionate team focused on continuous improvement and learning in IT.
- Qualifications: Strong experience in Windows and Linux support, networking, and excellent problem-solving skills required.
- Other info: Full-time office role with opportunities for career growth and development.
The predicted salary is between 36000 - 60000 £ per year.
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Richer Sounds are one of the UKs leading Hi-Fi, Home Cinema and TV specialists, and one of the largest Employee-Owned businesses in the UK. We are looking for a strong, passionate 2nd line IT support professional to join our IT team, based in Manchester.
The primary responsibility will be to take ownership of managing the 1st line support team and resolving complex technical issues across Windows, Linux, and networking environments ensuring the tickets are managed efficiently and that the team continuously delivers excellent service. In addition to this you will be expected to support the 1st line team in resolving any 2nd line technical issues. You will also be working closely with the senior technical architects in supporting their vision for the team.
If youre someone who is enthusiastic about IT, eager to learn new skills, and driven by improving security and operational efficiency, this is the perfect role for you. Youll work with a forward-thinking team thats always pushing to raise the bar and embrace improvements.
Please note that this role is full time office based, we do not offer home or hybrid working.
Role Responsibilities
- Take ownership of support tickets and resolve 2nd line issues with confidence.
- Lead and coordinate 1st and 2nd line support teams, promoting collaboration and efficiency.
- Monitor ticket workflows to ensure timely resolution and effective communication.
- Provide technical guidance and mentoring to the team.
- Collaborate with other departments to deliver seamless IT support.
- Participate in an on-call rota to provide out-of-hours support as needed.
- Drive continuous improvements in security and operational processes.
Essential Skills
Who we are looking for:
- Strong experience supporting Windows desktop and server environments (Windows 10/11, Windows Server 2016/2019/2022)
- Solid Linux administration and troubleshooting skills (Ubuntu, CentOS, RHEL, or similar)
- Good understanding of networking fundamentals: TCP/IP, DHCP, DNS, VLANs, VPNs, firewall basics, and routing concepts
- Experience with Active Directory, Group Policy management, and user account administration
- Familiarity with ticketing systems and monitoring solutions
- Knowledge of endpoint security solutions, antivirus, patch management, and basic cybersecurity best practices
- Ability to troubleshoot hardware issues (PCs, laptops, printers, network devices) and coordinate with vendors when necessary
- Excellent problem-solving and analytical skills with the ability to diagnose and resolve complex IT issues
- Strong communication skills to effectively liaise with technical and non-technical colleagues
- Organisational skills to manage multiple priorities and ensure timely ticket resolution
- Leadership and mentoring capabilities to guide 1st line team members
- Customer-focused attitude with a proactive approach to service delivery and improvement
- A passion for continuous learning and keeping up to date with emerging technologies and industry best practices
Desirable Skills
- Exposure to cloud platforms such as Microsoft 365 or Azure is advantageous
- Experience working in a retail or customer-centric environment
- Familiarity with ITIL processes and IT service management principles
- Basic scripting or automation skills (PowerShell, Bash) are a plus
What can we offer you?
We want to hear from passionate and enthusiastic people who are looking for a long-term career. In return we will offer a wide range of colleague benefits such as;
- Exclusive access to various holiday homes around the UK and Europe, at a generously subsidised rate.
- We are an Employee Ownership Trust (EOT) whereby the colleagues own 60% of the business, receiving a share of the profits (after 12 months service).
- Colleague discount on products, including friends and family discount.
- Contribution towards Benenden private healthcare.
- Various company contribution schemes including gym memberships and exercise classes, eye tests and glasses, dental, hearing tests and shoulder/ back massages
- 1 extra day of holiday for your birthday per year!
- Long-service awards.
- Suggestion scheme with monetary awards.
- Enhanced Maternity and Paternity Leave.
- Cycle to work scheme.
- Cash incentive for colleagues who stop smoking.
- 50% towards the subscription to Headspace and other mental health applications.
- Extra day off to take a child to their 1st day at primary/secondary school.
- Sickness benefit scheme.
- Contribution to course or exam fees relevant to the job.
- Take your pet to work scheme (Restrictions apply).
Please note, some of the benefits are dependent on length of service.
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Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
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Job function
Information Technology
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Industries
Administrative and Support Services
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2nd Line IT Support & Team Lead employer: Richer Sounds
Contact Detail:
Richer Sounds Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line IT Support & Team Lead
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Windows Server and Linux distributions. Being able to discuss your hands-on experience with these systems during an interview will demonstrate your capability and confidence.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed or mentored a team in the past. Richer Sounds is looking for someone who can lead the 1st line support team, so highlighting relevant experiences will set you apart.
✨Tip Number 3
Research Richer Sounds and their company culture. Understanding their values and employee ownership model can help you align your answers during the interview, showing that you're not just a fit for the role but also for the company.
✨Tip Number 4
Prepare to discuss your approach to problem-solving and ticket management. Be ready to share specific instances where you've resolved complex IT issues efficiently, as this will demonstrate your ability to handle the responsibilities of the role effectively.
We think you need these skills to ace 2nd Line IT Support & Team Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly with Windows and Linux environments. Emphasise any leadership roles or mentoring experiences you've had, as this position requires managing a team.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific skills that align with the job description, such as your problem-solving abilities and experience with ticketing systems.
Showcase Technical Skills: Clearly outline your technical skills related to the job, including your knowledge of networking fundamentals and experience with Active Directory. Use examples from past roles to demonstrate your expertise.
Highlight Continuous Learning: Mention any recent training or certifications you've completed, especially those related to emerging technologies or IT best practices. This shows your commitment to professional development, which is valued by Richer Sounds.
How to prepare for a job interview at Richer Sounds
✨Showcase Your Technical Skills
Make sure to highlight your experience with Windows and Linux environments, as well as your understanding of networking fundamentals. Be prepared to discuss specific technical issues you've resolved in the past and how you approached them.
✨Demonstrate Leadership Qualities
Since this role involves leading a team, be ready to share examples of how you've successfully managed or mentored others. Discuss your approach to promoting collaboration and efficiency within a team setting.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Prepare to walk through how you would handle specific technical challenges or team dynamics, showcasing your analytical skills and customer-focused attitude.
✨Express Your Passion for Continuous Learning
Richer Sounds values individuals who are eager to learn and improve. Share any recent courses, certifications, or technologies you've explored, and explain how you stay updated with industry best practices.
