2nd Line IT Support Engineer — Education Tech

St Teresa of Calcutta Catholic Academy Trust; Bury; On-site; GBP 38,000 - 41,000; Full time

Job summary

St Teresa of Calcutta Catholic Academy Trust Central Team is seeking a 2nd Line IT Support Engineer based at STOCCAT Central Office. You will provide technical assistance, resolve complex IT issues across multiple platforms, and support schools within the trust.

You will document steps, collaborate with 1st line engineers and vendors, contribute to knowledge bases, and participate in IT projects while maintaining high service standards.

Qualifications

• Relevant certifications (e.g., CompTIA A+, Network+, MCP)
• Experience in an IT support role
• Knowledge of School IT systems / infrastructure
• Ability to prioritise work by impact/urgency
• Proficiency diagnosing/resolving issues across Windows/macOS/Linux
• Experience with IT service management tools
• Excellent communication with non-technical users

Responsibilities

• Provide 2nd line IT support to STOCCAT member schools
• Document troubleshooting steps, resolutions and communications
• Collaborate with 1st line support to resolve tickets
• Assist with escalated issues and vendor coordination
• Contribute to knowledge base and training materials
• Act as verification point for Change Requests
• Assist with internal IT projects and service improvements
• Work with Service Desk Lead for IT Operations coverage

Skills

IT support

Windows

macOS

Linux

Communication skills

Education

IT certifications

Tools

ITSM tools

Job description

St Teresa of Calcutta Catholic Academy Trust Central Team is seeking a 2nd Line IT Support Engineer based at STOCCAT Central Office. You will provide technical assistance, resolve complex IT issues across multiple platforms, and support schools within the trust.

You will document steps, collaborate with 1st line engineers and vendors, contribute to knowledge bases, and participate in IT projects while maintaining high service standards.