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Job Title:Senior 2nd Line Support Engineer
Reports To:Head of Technical (Dale Waring)
Employer:Unity World
Department:Technical
Location:Brunel House, Middlesbrough, TS6 6JA
Hours:Monday – Friday, 08:30 – 17:00 (subject to business needs)
1. Role Overview
TheSenior 2nd Line Technical Engineeris responsible for providing advanced IT support, resolving complex technical issues, and maintaining the stability, security, and performance of Unity’s IT infrastructure. Acting as an escalation point for the first and second-line teams, the role involves proactive system improvements, technical leadership, project execution, and ensuring compliance with IT best practices.
This role requires a high degree of technical expertise, with responsibility for leading the maintenance and development of assigned IT systems in conjunction with the Head of Technical. The post-holder will also be responsible for the successful delivery of projects where they are the lead, ensuring timely completion and alignment with business objectives.
2. Key Responsibilities & Accountabilities
Technical Support & Incident Management
* Act as an escalation point forcritical technical issues, ensuring timely resolution.
* Diagnose and resolvehigh-level hardware, software, and network problems.
* Managecritical system outagesand implement recovery procedures.
* Perform root cause analysis to prevent recurring issues.
* Work withexternal vendors and suppliersfor specialist support.
Infrastructure & Systems Maintenance
* Administer and maintainservers, networks, firewalls, and cloud environments.
* Implementpatch management, security updates, and system optimisations.
* Monitor IT systems to ensurehigh availability and performance.
* Assist in designing and implementingdisaster recovery and business continuity plans.
Project Management & Process Improvement
* Act as thelead technical authorityon assigned IT systems, ensuring their stability, security, and performance in conjunction with the Head of Technical.
* Responsible for thesuccessful delivery of technical projects, ensuring efficient execution, adherence to scope, and alignment with business objectives in conjunction with the Head of Technical.
* Identify opportunities forautomation and efficiency improvements.
* Maintain technical documentation and contribute to theIT knowledge base.
Security & Compliance
* Enforce IT security policies, ensuring compliance withISO27001, GDPR, and cybersecurity best practices.
* Conduct security assessments and respond to security threats.
* Supportdata encryption, backup management, and access control policies.
* Mentor and train1st & 2nd line engineersto enhance team capabilities.
* Provide guidance ontechnical troubleshooting and best practices.
* Work cross-functionally withsales, operations, and leadership teamsto align IT services with business needs.
3. Supervisory & Decision-Making Responsibilities
* No direct reports but expected tomentor junior technical staff.
* Acts as the lead technical authorityon designated IT systems, ensuring their stability, performance, and security, in conjunction with the Head of Technical.
* Responsible for the successful delivery of technical projectswhere they are the lead engineer, ensuring timely execution, adherence to scope, and alignment with business objectives, in conjunction with the Head of Technical.
* Empowered to make operational IT decisionsaffecting uptime, security, and service delivery within their domain.
* Collaborates withtechnical leadership and business unitsto ensure IT strategy aligns with company goals.
Essential Technical Skills:
* Advancedfirewall configuration & troubleshooting(e.g., SonicWall, Fortinet).
* VLANs, Subnetting, TCP/IP, and routing protocols.
* Knowledge offibre networking & structured cabling.
* Virtualisation (e.g.,VMware, Hyper-V).
* Security solutions (anti-virus, SIEM, IDS/IPS).
* Cloud computing experience (AWS, Azure, GCP).
Soft Skills:
* Strong analytical and troubleshooting skills.
* Ability toprioritise workload under pressure.
* Effectivecommunication with both technical and non-technical stakeholders.
5. Performance Metrics & KPIs
* Customer Satisfaction (CSAT)– Above 90% for escalated tickets.
* Mean Time to Resolution (MTTR)– Reduce critical issue resolution times.
* System Uptime– Ensure99.9% availabilityfor critical services.
* Documentation Quality– Maintain up-to-date, usable knowledge base entries.
* Project Completion Rate– Deliver projects on time and within scope.
* Technical Throughput of Projects– Ensure projects under their lead progress efficiently and meet key deliverables within expected timeframes.
6. Special Working Conditions
* Occasionalout-of-hours work or on-call rotationmay be required.
* Travel between Unity locations forproject implementations or site support.
* Hybrid working available subject to business needs.
* Salary:£27,500 – £30,000 per annum (based on experience).
* Training & Certifications: Company-sponsored professional development.
* Additional Benefits: Pension, Flexible Working, Team Incentives, Wellbeing Programme and Commission Scheme.
Job Type: Full-time
Pay: £27,500.00-£30,000.00 per year
Additional pay:
* Commission pay
* Yearly bonus
* Additional leave
* Company car
* Company events
* Company pension
* Employee mentoring programme
* Free or subsidised travel
* Free parking
* On-site parking
Schedule:
* Monday to Friday
Reference ID: OC/MAN006
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
IT Services and IT Consulting
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