2nd Line IT Support Engineer – Education Trust

Bury; Bury St Edmunds; Hybrid; GBP 38,000 - 41,000; Full time

Job summary

St Teresa of Calcutta Academy Trust Central Team is seeking a 2nd Line IT Support Engineer. Based at STOCCAT Central Office, you will resolve complex IT issues and support member schools, ensuring stable IT operations and contributing to IT projects.

The ideal candidate will have relevant certifications, experience in IT support, knowledge of school IT systems, and strong communication to explain technical matters to non-technical users.

Qualifications

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

Responsibilities

• Provide 2nd line IT support to STOCCAT member schools via phone, email, remote tools and onsite visits.
• Document support activities, troubleshooting steps, resolutions and communications.
• Collaborate with 1st line engineers for timely ticket resolution.
• Assist with escalated issues and engage 3rd party vendors when needed.
• Contribute to knowledge base articles and training materials.
• Act as technical verification point for Change Requests.
• Support internal IT projects and identify service improvements.
• Work with Service Desk Lead to deliver service across IT operations.

Skills

Relevant certifications

IT support experience

School IT systems knowledge

Ability to prioritise

Multi-platform diagnostics

IT service management tools

Clear communication

Job description

St Teresa of Calcutta Academy Trust Central Team is seeking a 2nd Line IT Support Engineer. Based at STOCCAT Central Office, you will resolve complex IT issues and support member schools, ensuring stable IT operations and contributing to IT projects.

The ideal candidate will have relevant certifications, experience in IT support, knowledge of school IT systems, and strong communication to explain technical matters to non-technical users.