2nd / 3rd Line IT Support Engineer

Disguise; London; Hybrid; GBP 40,000 - 50,000; Full time

Job summary

A leading company in the software and hardware solutions sector seeks a skilled 2nd / 3rd Line IT Support Engineer. The successful candidate will provide crucial technical support and manage complex issues across multiple environments. This role offers hybrid working opportunities, emphasizing a proactive approach to problem-solving in a dynamic tech landscape.

Benefits

Unlimited Paid Time Off

Mental health and wellbeing support

Gig allowance for tickets

Training, coaching & mentoring

Qualifications

• 4–6 years of experience in IT support, with 2 years at an advanced level.
• Experience with Google Workspace, Microsoft Azure, and AWS.
• Proficiency in Cisco Meraki networks and Sophos security products.

Responsibilities

• Provide advanced 2nd and 3rd line support to users across various locations.
• Own and resolve complex incidents and requests.
• Manage and support services across cloud platforms.

Skills

Troubleshooting

Networking principles

Identity management

Scripting and automation

Customer service

Job description

Join to apply for the 2nd / 3rd Line IT Support Engineer role at Disguise

Join to apply for the 2nd / 3rd Line IT Support Engineer role at Disguise

Disguise sits at the heart of the most inspiring live and virtual experiences in the world, leading the market in building a software and hardware solution that designs, sequences and controls the most spectacular productions across film and TV, broadcast, live and corporate events.

Job Title: 2nd / 3rd Line IT Support Engineer

Location: London HQ/Hybrid

Reports to: Head of IT

Employment Type: Full-Time

Job Summary

We are looking for a technically skilled and proactive 2nd to 3rd Line IT Support Engineer to join our IT team. You will act as a critical escalation point for complex technical issues, working across cloud platforms, networking environments, and enterprise IT systems. This role requires a strong background in multi-vendor cloud services, endpoint security, modern workplace infrastructure, and enterprise support tools.

As part of a global support function, occasional out-of-hours and weekend support may be required.

Key Responsibilities

Technical Support

• Provide advanced 2nd and 3rd line support to users across multiple locations and time zones.
• Own and resolve complex incidents and requests within SLAs.
• Investigate recurring problems, perform root cause analysis, and implement permanent solutions.
• Assist in onboarding and offboarding processes including provisioning, deprovisioning, and asset management.
  
  

Cloud Platforms & Infrastructure

• Manage and support services across Google Workspace, Microsoft Azure, and AWS.
• Configure and monitor virtual infrastructure (e.g., EC2, Azure VMs, S3 buckets, IAM policies).
• Support integrations and identity management using SSO tools like Okta or Azure AD.
  
  

Networking & Security

• Administer and maintain enterprise networks using Cisco Meraki (firewalls, switches, APs).
• Monitor and secure infrastructure using Sophos Endpoint Protection, firewalls, and MDM.
• Conduct patching, vulnerability assessments, and contribute to security audits.
  
  

Tooling & Systems Administration

• Maintain Atlassian tools (Jira, Confluence) used for ITSM and project collaboration.
• Script and automate tasks (using PowerShell, Bash, or Python) for system maintenance and onboarding workflows.
• Maintain hardware inventories, software licensing, and procurement coordination.
  
  

Key Requirements

Experience

• 4–6 years of experience in IT Support, with at least 2 years at a 3rd line or advanced 2nd line level.
• Proven experience in supporting environments with Google Workspace, Microsoft Azure, and AWS.
• Strong hands-on expertise in managing Cisco Meraki networks and Sophos security products.
• Experience working with Atlassian suite (Jira/Confluence) and cloud productivity platforms.
  
  

Technical Skills

• Proficient in troubleshooting Windows, macOS, and mobile OS environments.
• Deep understanding of DNS, DHCP, VLANs, VPNs, and network routing principles.
• Comfortable with identity and access management, MFA, SSO, and policy controls.
• Experience writing scripts and automating tasks to improve operational efficiency.
  
  

Soft Skills

• Strong communication and documentation skills.
• Comfortable working independently, as well as part of a global team.
• Ability to prioritise work in a high-pressure environment.
• A customer-first mindset with a proactive approach to problem-solving.
  
  

About Disguise

Disguise is the industry-leading platform sitting at the heart of a new era of visual experiences. One powerful integrated system of software, hardware and services to help create the next dimension of real-time spectacle.

We partner with the biggest entertainment brands and companies in the world to deliver the A-list of live music events, live TV broadcasts, immersive experiences, installations, theatre, film and TV production, corporate communications and brand product launches. Working with Disney, Snapchat, Netflix, ESPN, the Burj Khalifa, and Adele, Disguise is the number one partner delivering the next dimension of entertainment.

Don't Disguise your differences.

Innovation comes from everyone. We strive to create a workplace that reflects our diverse audience. We celebrate our people for their full authentic selves, and embrace uniqueness. Inclusion and Equity matter at Disguise. We create together and we create everywhere.

Our values

• Honest. We are real with ourselves and our clients and share our ideas with openness and transparency.
• Evolutionary. We innovate using our user's ever-changing needs so our technology remains ahead-of-the-game.
• Fearless. We take the best path, not the easiest, and innovate where it's right, not where it's simplest.
• Resilience. We don't give up until we find the right solution, even if it means going outside our remit.
• Belong. We create an environment where everyone feels like they belong and is empowered to do their best work.
  
  

Our benefits

• We have a suite of globally relevant competitive benefits packages as we want to make sure we retain the best talent out there. Our benefits for every perm hire, globally include:
• Unlimited Paid Time Off - with minimum time you must take set at 20% above statutory
• Hybrid working between home and our offices (dependent on role and location)
• Mental health and wellbeing support - subscription to the Calm app, mental health first-aid buddies, employee assistance programmes
• Gig allowance - £400 (or local equivalent) to spend on tickets every year to immerse yourself in our industries
• Belonging policies - including (but not limited to) support for Parental, Fertility, Miscarriage, Menopause and Transitioning
• Training, coaching & mentoring

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Software Development

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