Job Title : 2nd Line Support Engineer Location : Canary Wharf, London (with travel to venues across the UK) Industry : Music and Entertainment Job Summary Are you an IT professional passionate about music, art, and culture? Join a dynamic, multifaceted international company headquartered in London that redefines how people experience music, art, culture, and recreation. With a portfolio of 20 global festivals and a diverse array of venues, events, and experiences, we break down traditional barriers and create unforgettable moments. We are seeking a skilled and motivated 2nd Line Support Engineer to join our IT team. This is a fast-paced role in an exciting, growing company, offering ample opportunities to expand your technical expertise while supporting a thriving music and entertainment business. If you thrive on innovation, collaboration, and problem-solving, we’d love to hear from you. Key Responsibilities Technical Support Provide 2nd line technical support for hardware and software issues across Windows and macOS environments. Troubleshoot LAN, VPN, firewall, and other network-related issues. Manage and track support tickets using systems like Jira and ServiceNow. Configure and maintain operating systems, office applications, and Microsoft 365 environments. Assist in user account management, permissions, and security settings. Implement and enforce IT security measures to safeguard data and systems. Maintain technical documentation, guides, and knowledge base articles for IT processes and procedures. Support DNS configurations, domain management, and website hosting. Manage and secure Apple devices using MDM platforms like Kandji. Procure IT equipment, ensuring all hardware and software needs are met. Collaboration and Growth Work closely with the Head of IT and Office Coordinator to address the company’s daily and long-term IT needs. Collaborate with web developers, marketing teams, and external vendors to optimize website functionality and user experience. Provide training, mentorship, and support to team members and end-users. Contribute ideas and present innovative technologies to improve IT infrastructure and processes. Team and Culture Foster an environment aligned with our company values of creativity, collaboration, and inclusivity. Communicate training needs and actively participate in professional development. Support the IT department’s growth as the company enters a period of accelerated expansion. What We’re Looking For Proven experience in a 2nd line support or similar technical role. Strong troubleshooting skills across macOS, Windows, iOS, and Android platforms. Solid understanding of networking concepts, including LAN, VPN, firewalls, and DNS. Proficiency in collaboration tools like Microsoft Teams, Zoom, and remote access technologies. Experience managing Microsoft 365 environments and mobile device management (MDM) tools. Strong problem-solving skills and the ability to work under pressure. Excellent communication and interpersonal skills with a customer-focused mindset. A proven self-starter with strong organizational skills and attention to detail. Keen interest in technology and a desire for continuous improvement. Nice to Have Powershell scripting experience. Knowledge of Cisco and Meraki networking. API scripting or software development experience. Familiarity with firewalls, SAN/NAS storage systems, Intune for Microsoft 365, and VOIP systems. Experience with AI technologies and advanced collaboration tools. Why Join Us? Be part of a close-knit, supportive team dedicated to creating incredible experiences. Work on exciting projects across a variety of venues and events. Opportunity for growth and development within a company entering an accelerated growth phase. Contribute to redefining how people experience music, art, and culture. If you’re passionate about technology and ready to make an impact in the music and entertainment industry, apply today and become a key part of our innovative IT team