2nd Line Technical Engineer

As part of the Digital and IT Directorate, the 2nd Line Technical Engineer will primarily support the School of Business, Arts, Social Sciences and Technology IT infrastructure, acting as a key escalation point for complex technical issues and ensuring the continuity of digital services across campus. Reporting to the Technical Infrastructure Manager, the post holder collaborates closely with both 1st and 3rd line teams to maintain and enhance service delivery.

The role requires a strong working knowledge across a broad range of IT disciplines, with practical experience in areas such as server and storage systems, networking and telephony, cloud platforms, end-user devices, enterprise applications, and audio-visual technologies. While not the primary technical authority, the 2nd Line Engineer plays a vital role in diagnosing and resolving incidents, implementing service improvements, and supporting project delivery.

The post holder contributes to the delivery of a high-quality experience for staff and students by ensuring technical services are reliable, secure, and aligned with institutional needs. They assist in the implementation and maintenance of infrastructure solutions-both on-premises and cloud-based-and support the organisation's cyber security posture through monitoring, patching, and incident response.

The role will act as a digital ambassador for the organisation, supporting the department and our stakeholders with high quality technical support and guidance.

About the Team

Our mission is to empower students, staff, and researchers by providing scalable, supportable, and sustainable technology solutions and services, and we are committed to enhancing the University experience through digital innovation and excellence. We are a fast-paced friendly team, with a strong work ethic, focussed on ensuring we can meet the Digital & IT needs of our staff and students.

• Have you got experience of providing 2nd line technical support in a complex busy environment?
• Do you have a positive 'can do' approach to your work?
• Are you passionate about supporting internal customers with their technical needs?

This post will suit someone with strong technical and problem-solving skills who understands working in a complex environment and has experience in developing strategic technical solutions to support users with all levels of technical knowledge and understanding.

• Generous annual leave entitlement of 25 days for Bands 1-4 and 30 days for Bands 5 and above, plus 8 bank holidays and any university closure days.
• Enjoy an extra day of paid leave on your birthday, subject to qualifying/service conditions.
• Flexible working, including family friendly policies.
• Competitive workplace pension scheme (USS) - with an employer contribution rate of 14.5%, tax relief on contributions and life cover.
• Staff discounts at a number of local amenities in Ipswich.
• Discounted membership at Adastral Park Leisure and Sports
• Access to a range of high-quality learning and development opportunities
• Discounted rates for staff approved to study a UoS undergraduate or postgraduate course, subject to a set of criteria and conditions.
• Cycle to Work scheme.
• Electric vehicle salary sacrifice.
• Employee Assistance Programme (EAP).
• Staff recognition annual awards.