Senior 2nd Line Engineer

nDreams Limited; Farnborough; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

A leading VR game developer in Farnborough is seeking a Senior 2nd Line Support Engineer to resolve complex technical issues and mentor team members. The ideal candidate will possess strong communication skills and be experienced in 2nd line support. The position offers a hybrid work model and a range of excellent perks, including flexible hours and a comprehensive benefits package.

Benefits

Flexible hours

Birthday off

Health insurance

Life cover

Qualifications

• Proven experience in a 2nd line support role, with mentorship exposure.
• Excellent written and verbal communication skills.
• Solid understanding of IPv4, DNS, DHCP.

Responsibilities

• Resolve complex technical issues related to hardware and software.
• Troubleshoot user tickets, ensuring timely responses.
• Guide users through installation and setup.

Skills

Customer-focused communication

Microsoft Office 365

Active Directory

Network troubleshooting

IT best practices

Tools

Event Viewer

VPN configurations

Job description

We’re looking for a Senior 2nd Line Support Engineer who brings technical expertise, excellent communication skills, and a collaborative mindset to help drive outstanding service across our organisation.

In this role, you'll leverage your proven 2nd line support experience, ideally with exposure to senior-level responsibilities or mentoring, to resolve complex issues and support business-critical systems. You'll thrive in a fast-paced environment, demonstrating a customer-first attitude while working closely with internal teams and external partners.

The rundown:

• Permanent

• Full time (37.5 hours per week)

• Hybrid

• Salary is competitive and dependent on experience

Key Responsibilities:

• Senior escalation for complex technical issues related to hardware, software, and networking.
• Work closely with 1st line and other 2nd line support engineers to guide and mentor them as needed.
• Troubleshoot and resolve a broad range of user tickets, ensuring timely and professional responses.
• Perform advanced remote and on-site troubleshooting, using diagnostic techniques and tools.
• Guide users through the installation and configuration of applications, systems, and peripherals.
• Customise desktop and user environment setups based on department or project requirements.
• Maintain accurate technical documentation, knowledge base articles, and user guides for internal and external use.
• Manage basic server administration tasks, including storage provisioning, auditing, and health/security checks.
• Oversee the new starter process, implementing improvements to ensure a seamless onboarding experience.
• Coordinate with the IT Manager on hardware/software procurement and supplier communication.
• Proactively identify recurring issues and implement root-cause fixes or escalate appropriately.
• Contribute to IT projects and assist in the rollout of new technologies or system upgrades.
• Monitor, report, and improve end-user satisfaction across support channels.

Essential Skills & Experience:

• Proven experience in a 2nd line support role, with senior-level responsibilities or mentorship exposure.
• Excellent written and verbal communication skills with a customer-focused approach.
• In-depth knowledge of Microsoft Office 365, Active Directory, Event Viewer, and VPN configurations.
• Solid understanding of IPv4, DNS, DHCP configuration, and network troubleshooting.
• Working knowledge of endpoint security and general IT best practices.
• Ability to multitask, prioritize, and thrive under pressure in a fast-moving environment.
• A collaborative, team-oriented mindset with a willingness to roll up your sleeves.
• Flexible with working hours when needed to support business demands.

Desirable:

• Familiarity with ITIL practices or other structured IT service frameworks.
• Experience supporting users in creative or game development industries.
• Exposure to cloud platforms and server infrastructure (e.g., Azure, Hyper-V, storage arrays).

We are nDreams – we develop and publish the world’s most immersive VR games. You may know us as the team behind Ghostbusters: Rise of the Ghost Lord, Synapse, Phantom: Covert Ops, Fracked, and the recently released FRENZIES. With humble beginnings as an independent studio, we combine amazing projects and considerable scale with a personal, caring touch.

We believe the best workplaces and games are created by diverse, happy and safe teams. We're committed to building a culture centred on respect, wellbeing and balance. It's crucial we make our games and industry more accessible to underrepresented communities. We strive to live this through the people we hire, the experiences we create and the causes we support.

We want everyone to have the opportunity to bring their best, authentic self to work. Please let us know if you require reasonable adjustments during the interview process by emailing [e-mail] or speaking to your nDreams recruiter. For more information about reasonable adjustments, check out this guidance from Scope.

We offer great perks, including flexible hours, duvets days, your birthday off, dedicated personal development time and support, as well as regular socials. Beyond this, there’s an excellent holiday offering, pension scheme, health insurance, life cover and much more.