Second Line IT Support Engineer

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

Post Title: 2nd Line IT Support Engineer

Responsible to: Service Desk Lead

Location: STOCCAT Central Office

Salary: Grade 7 scp 25 29 Actual Salary £37,563 - £41,177

Term of Contract: Permanent

Working pattern: Full year

Hours per week: Full time (37 hours per week)

Start date: 11th January 2026

Closing date: 22nd November 2026

St Teresa of Calcutta Academy Trust Central Team are currently seeking a 2nd Line IT Support Engineer. This is an exciting opportunity to join the Trust at the beginning of a journey of transition, development, and growth within the multi-academy trust.

As a 2nd Line IT Support Engineer, you will play a crucial role in providing technical assistance and support to St Teresa of Calcutta Catholica Academy Trust (STOCCAT) member schools. You will be responsible for resolving complex IT issues and ensuring the smooth operation of the IT infrastructure, as well as supporting colleagues and being involved in IT projects. This position requires a combination of technical expertise, excellent communication skills, and a strong commitment to delivering exceptional service.

The successful candidate will:

• Provide 2nd line IT support activities to STOCCAT member schools, via phone, email, remote assistance tools and onsite visits.
• Document all support activities, including troubleshooting steps, resolutions, and customer communications, ensuring tickets are kept up to date.
• Collaborate with 1st line support engineers to ensure timely resolution of tickets.
• Provide technical support to assist with any escalated issues.
• Work with 3rd party vendors to resolve tickets where needed.
• Contribute to the development of knowledge base articles and training materials.
• Act as a technical verification point for Change Requests.
• Assist with internal IT projects as required.
• Identify service improvements.
• Work closely with the Service Desk Lead to provide an excellent service covering Service Desk and IT Operations activities

Our Mission

Our Trust Mission is simple, it is to make Christ known, making lives better for our communities, our children and young people.

Our Values - One of Hope

Inspired by St Teresa of Calcutta, we are people of hope. We have a complete belief in the future we will build together. By offering our children, staff and schools’ opportunities to grow and flourish, we make aspiration and ambition a reality. Our people, just like St Teresa are relentless and fiercely ambitious. We will always reach for that which seems to be just out of our grasp.

One of Courage

As modelled for us by St Teresa of Calcutta, we will have the courage to do what is right. As a community, we will not shy away from making decisions that ensure our communities thrive. We will be brave in our actions. As a truly Catholic organisation this courage will be most apparent in how we collectively support the most vulnerable.

One of Innovation

St Teresa of Calcutta changed the world. Together, we will always be pursuing new ideas and best practice in all areas of our work. We will prepare our children and young people for the world that awaits them. A world which they will shape and change.

We are seeking an individual who has:

• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional).
• Experience in an IT support role.
• Knowledge of School IT systems / infrastructure.
• Ability to prioritise work according to impact / urgency.
• Strong technical proficiency in diagnosing and resolving IT issues across multiple platforms, including Windows, macOS, and Linux.
• Experience with IT service management tools.
• Excellent communication skills, with the ability to convey technical information clearly and effectively to non-technical users.

Commitment to Safeguarding

The Trust is committed to safeguarding and promoting the welfare of children and young people and expects all staff to share this commitment. The post you are applying for is covered by the Rehabilitation of Offenders Act 1074 (Exceptions) Order 1975 (as amended in 2013). All appointments will be subject to an enhanced DBS check including Children’s barred list check and satisfactory references, including your suitability to work with children. Information provided by you or the Disclosure and Barring Service will be dealt with in a confidential manner in accordance with the DBS's Code of Practice. You may view the Code of Practice on the DBS website at www.gov.uk/dbs or alternatively a copy is available on request. An online search will be performed on all shortlisted applicants in accordance with the Trust’s safeguarding procedures and Keeping Children Safe in Education statutory guidance. All shortlisted applicants will be required to complete a form for self-disclosure of cautions and convictions.

Shortlisting date: WC 23rd November 2026

Interview date: WC 30th November 2026