Role: 2nd Line IT Support EngineerDepartment: ITReports To: Head of ITPauline Quirke Academy of Performing Arts (PQA) is a UK-wide network of performing arts academies providing outstanding extracurricular training for students aged 4 18. Through high-quality tuition in Comedy and Drama, Musical Theatre and Film and Television, PQA empowers young people to build confidence, creativity and life skills in a safe and inclusive environment.This role sits within the IT team at PQA, which is responsible for supporting head office staff and external Principals operating PQA academies under licenses with a wide range of technical queries. You will primarily operate as a second line support engineer, working closely with our first-line support to resolve escalated issues and deliver effective solutions in a timely manner.Key Responsibilities Support HQ and external Principals IT queries and support Principals personal equipment if required.Support and maintain IT hardware and software within agreed SLA s, and act as an escalation point for our 1st line IT support.Support the Head Office network (firewalls, switches and lease lines), making sure systems are operating efficiently.Help maintain a high level of availability to PQA s IT systems, resolving any issues that arise.Administer and maintain our Microsoft Dynamic based database, coordinating with external support teams as needed.Effectively collaborate with 3rd party support on IT support tasks and projects.Proactively identify ..... full job details .....