Senior 2nd Line Engineer
19 days ago
Farnborough
Description Were looking for a Senior 2nd Line Support Engineer who brings technical expertise excellent communication skills and a collaborative mindset to help drive outstanding service across our organisation. In this role youll leverage your proven 2nd line support experience ideally with exposure to senior-level responsibilities or mentoring to resolve complex issues and support business-critical systems. Youll thrive in a fast-paced environment demonstrating a customer-first attitude while working closely with internal teams and external partners. The rundown: • Permanent, • Full time (37.5 hours per week), • Hybrid, • Salary is competitive and dependent on experience Requirements Key Responsibilities: • Senior escalation for complex technical issues related to hardware software and networking., • Work closely with 1st line and other 2nd line support engineers to guide and mentor them as needed., • Troubleshoot and resolve a broad range of user tickets ensuring timely and professional responses., • Perform advanced remote and on-site troubleshooting using diagnostic techniques and tools., • Guide users through the installation and configuration of applications systems and peripherals., • Customise desktop and user environment setups based on department or project requirements., • Maintain accurate technical documentation knowledge base articles and user guides for internal and external use., • Manage basic server administration tasks including storage provisioning auditing and health/security checks., • Oversee the new starter process implementing improvements to ensure a seamless onboarding experience., • Coordinate with the IT Manager on hardware/software procurement and supplier communication., • Proactively identify recurring issues and implement root-cause fixes or escalate appropriately., • Contribute to IT projects and assist in the rollout of new technologies or system upgrades., • Proven experience in a 2nd line support role with senior-level responsibilities or mentorship exposure., • Excellent written and verbal communication skills with a customer-focused approach., • In-depth knowledge of Microsoft Office 365 Active Directory Event Viewer and VPN configurations., • Solid understanding of IPv4 DNS DHCP configuration and network troubleshooting., • Working knowledge of endpoint security and general IT best practices., • Ability to multitask prioritize and thrive under pressure in a fast-moving environment., • A collaborative team-oriented mindset with a willingness to roll up your sleeves., • Familiarity with ITIL practices or other structured IT service frameworks., • Experience supporting users in creative or game development industries., • Exposure to cloud platforms and server infrastructure (e.g. Azure Hyper-V storage arrays). Benefits We are nDreams we develop and publish the worlds most immersive VR games. You may know us as the team behind Ghostbusters: Rise of the Ghost Lord Synapse Phantom: Covert Ops Fracked and the recently released FRENZIES. With humble beginnings as an independent studio we combine amazing projects and considerable scale with a personal caring touch. We believe the best workplaces and games are created by diverse happy and safe teams. Were committed to building a culture centred on respect wellbeing and balance. Its crucial we make our games and industry more accessible to underrepresented communities. We strive to live this through the people we hire the experiences we create and the causes we support. We want everyone to have the opportunity to bring their best authentic self to work. Please let us know if you require reasonable adjustments during the interview process by emailing ______ We want everyone to have the opportunity to bring their best authentic self to work. Please let us know if you require reasonable adjustments during the interview process by emailing ___Description Were looking for a Senior 2nd Line Support Engineer who brings technical expertise excellent communication skills and a collaborative mindset to help drive outstanding service across our organisation. In this role youll leverage your proven 2nd line support experience ideally with exposure to senior-level responsibilities or mentoring to resolve complex issues and support business-critical systems. Youll thrive in a fast-paced environment demonstrating a customer-first attitude while working closely with internal teams and external partners. The rundown: • Permanent, • Full time (37.5 hours per week), • Hybrid, • Salary is competitive and dependent on experience Requirements Key Responsibilities: • Senior escalation for complex technical issues related to hardware software and networking., • Work closely with 1st line and other 2nd line support engineers to guide and mentor them as needed., • Troubleshoot and resolve a broad range of user tickets ensuring timely and professional responses., • Perform advanced remote and on-site troubleshooting using diagnostic techniques and tools., • Guide users through the installation and configuration of applications systems and peripherals., • Customise desktop and user environment setups based on department or project requirements., • Maintain accurate technical documentation knowledge base articles and user guides for internal and external use., • Manage basic server administration tasks including storage provisioning auditing and health/security checks., • Oversee the new starter process implementing improvements to ensure a seamless onboarding experience., • Coordinate with the IT Manager on hardware/software procurement and supplier communication., • Proactively identify recurring issues and implement root-cause fixes or escalate appropriately., • Contribute to IT projects and assist in the rollout of new technologies or system upgrades., • Proven experience in a 2nd line support role with senior-level responsibilities or mentorship exposure., • Excellent written and verbal communication skills with a customer-focused approach., • In-depth knowledge of Microsoft Office 365 Active Directory Event Viewer and VPN configurations., • Solid understanding of IPv4 DNS DHCP configuration and network troubleshooting., • Working knowledge of endpoint security and general IT best practices., • Ability to multitask prioritize and thrive under pressure in a fast-moving environment., • A collaborative team-oriented mindset with a willingness to roll up your sleeves., • Familiarity with ITIL practices or other structured IT service frameworks., • Experience supporting users in creative or game development industries., • Exposure to cloud platforms and server infrastructure (e.g. Azure Hyper-V storage arrays). Benefits We are nDreams we develop and publish the worlds most immersive VR games. You may know us as the team behind Ghostbusters: Rise of the Ghost Lord Synapse Phantom: Covert Ops Fracked and the recently released FRENZIES. With humble beginnings as an independent studio we combine amazing projects and considerable scale with a personal caring touch. We believe the best workplaces and games are created by diverse happy and safe teams. Were committed to building a culture centred on respect wellbeing and balance. Its crucial we make our games and industry more accessible to underrepresented communities. We strive to live this through the people we hire the experiences we create and the causes we support. We want everyone to have the opportunity to bring their best authentic self to work. Please let us know if you require reasonable adjustments during the interview process by emailing