Richer Sounds are one of the UKs leading Hi-Fi, Home Cinema and TV specialists, and one of the largest Employee-Owned businesses in the UK. We are looking for a strong, passionate 2nd line IT support professional to join our IT team, based in Manchester. The primary responsibility will be to take ownership of managing the 1 st line support team and resolving complex technical issues across Windows, Linux, and networking environments ensuring the tickets are managed efficiently and that the team continuously delivers excellent service. In addition to this you will be expected to support the 1 st line team in resolving any 2 nd line technical issues. You will also be working closely with the senior technical architects in supporting their vision for the team. If youre someone who is enthusiastic about IT, eager to learn new skills, and driven by improving security and operational efficiency, this is the perfect role for you. Youll work with a forward-thinking team thats always pushing to raise the bar and embrace improvements. Please note that this role is full time office based, we do not offer home or hybrid working. Role Responsibilities: Take ownership of support tickets and resolve 2nd line issues with confidence. Lead and coordinate 1st and 2nd line support teams, promoting collaboration and efficiency. Monitor ticket workflows to ensure timely resolution and effective communication. Provide technical guidance and mentoring to the team. Collaborate with other departments to deliver seamless IT support. Participate in an on-call rota to provide out-of-hours support as needed. Drive continuous improvements in security and operational processes. Who we are looking for: Essential skills: Strong experience supporting Windows desktop and server environments (Windows 10/11, Windows Server 2016/2019/2022) Solid Linux administration and troubleshooting skills (Ubuntu, CentOS, RHEL, or similar) Good understanding of networking fundamentals: TCP/IP, DHCP, DNS, VLANs, VPNs, firewall basics, and routing concepts Experience with Active Directory, Group Policy management, and user account administration Familiarity with ticketing systems and monitoring solutions Knowledge of endpoint security solutions, antivirus, patch management, and basic cybersecurity best practices Ability to troubleshoot hardware issues (PCs, laptops, printers, network devices) and coordinate with vendors when necessary Excellent problem-solving and analytical skills with the ability to diagnose and resolve complex IT issues Strong communication skills to effectively liaise with technical and non-technical colleagues Organisational skills to manage multiple priorities and ensure timely ticket resolution Leadership and mentoring capabilities to guide 1st line team members Customer-focused attitude with a proactive approach to service delivery and improvement A passion for continuous learning and keeping up to date with emerging technologies and industry best practices Desirable skills: Exposure to cloud platforms such as Microsoft 365 or Azure is advantageous Experience working in a retail or customer-centric environment Familiarity with ITIL processes and IT service management principles Basic scripting or automation skills (PowerShell, Bash) are a plus What can we offer you? We want to hear from passionate and enthusiastic people who are looking for a long-term career. In return we will offer a wide range of colleague benefits such as; Exclusive access to various holiday homes around the UK and Europe, at a generously subsidised rate. We are an Employee Ownership Trust (EOT) whereby the colleagues own 60% of the business, receiving a share of the profits (after 12 months service). Colleague discount on products, including friends and family discount. Contribution towards Benenden private healthcare. Various company contribution schemes including gym memberships and exercise classes, eye tests and glasses, dental, hearing tests and shoulder/ back massages 1 extra day of holiday for your birthday per year! Long-service awards. Suggestion scheme with monetary awards. Enhanced Maternity and Paternity Leave. Cycle to work scheme. Cash incentive for colleagues who stop smoking. 50% towards the subscription to Headspace and other mental health applications. Extra day off to take a child to their 1st day at primary/secondary school. Sickness benefit scheme. Contribution to course or exam fees relevant to the job. Take your pet to work scheme (Restrictions apply). Please note, some of the benefits are dependent on length of service.