2nd Line Support Engineer

Job Title: 2nd Line Support Engineer

Location: Reading

Salary: £16.50 - £19.00 per hour

Hours: Weekdays, 7:00 AM to 3:30 PM

Contract: Full-time, permanent

Southern Academy is a small private school with about 120 students and 15 staff. Professional development days are built into the calendar.

The role:

Our End User Services team closes around 600 tickets a month and needs one more person on the desk. We want someone who stays calm with frustrated users and keeps good notes in the ticket. On site, Reading.

Essential duties and responsibilities:

• Escalate network, server and application problems to the right team with clear notes.
• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice.
• Support desk phones and softphones in Teams Phone, RingCentral or Zoom Phone.
• Track hardware inventory and warranty status in the asset system.
• Keep ticket notes and time entries up to date.
• Install and update approved software and remove anything unlicensed.

What you'll need:

• 5-7 years of help desk or desktop support experience.
• Working knowledge of Windows 10/11 and basic macOS support.
• Customer service skills and patience with non-technical users.
• CompTIA A+ certification or equivalent hands-on experience.
• High school diploma or GED required. Associate degree in IT preferred.

What you get:

• Uniform provided.
• Paid training.
• 33 days holiday including bank holidays.

Unfortunately we cannot offer visa sponsorship for this role.

We may close the vacancy early if we receive a high number of applications.

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Southern Academy.