nDreams is looking for a Senior 2nd Line Engineer to act as the senior escalation point for complex technical issues related to hardware, software, and networking. You will leverage your proven 2nd line support experience to resolve complex issues and support business-critical systems in our fast-paced, creative environment.
What You'll Do
- Serve as senior escalation for complex technical issues related to hardware, software, and networking.
- Work closely with 1st line and other 2nd line support engineers to guide and mentor them as needed.
- Troubleshoot and resolve a broad range of user tickets, ensuring timely and professional responses.
- Perform advanced remote and on-site troubleshooting, using diagnostic techniques and tools.
- Guide users through the installation and configuration of applications, systems, and peripherals.
- Customise desktop and user environment setups based on department or project requirements.
- Maintain accurate technical documentation, knowledge base articles, and user guides.
- Manage basic server administration tasks, including storage provisioning, auditing, and health/security checks.
- Oversee the new starter process, implementing improvements to ensure a seamless onboarding experience.
- Coordinate with the IT Manager on hardware/software procurement and supplier communication.
- Proactively identify recurring issues and implement root-cause fixes or escalate appropriately.
- Contribute to IT projects and assist in the rollout of new technologies or system upgrades.
- Monitor, report, and improve end-user satisfaction across support channels.
What We're Looking For
- Proven experience in a 2nd line support role, with senior-level responsibilities or mentorship exposure.
- Excellent written and verbal communication skills with a customer-focused approach.
- In-depth knowledge of Microsoft Office 365, Active Directory, Event Viewer, and VPN configurations.
- Solid understanding of IPv4, DNS, DHCP configuration and network troubleshooting.
- Working knowledge of endpoint security and general IT best practices.
- Ability to multitask, prioritize, and thrive under pressure in a fast-moving environment.
- A collaborative, team-oriented mindset with a willingness to roll up your sleeves.
- Flexible with working hours when needed to support business demands.
Nice to Have
- Familiarity with ITIL practices or other structured IT service frameworks.
- Experience supporting users in creative or game development industries.
- Exposure to cloud platforms and server infrastructure (e.g., Azure, Hyper-V, storage arrays).
Technical Stack
- Microsoft Office 365
- Active Directory
- VPN
- IPv4
- DNS
- DHCP
- Azure
- Hyper-V
Team & Environment
You will work closely with 1st line and other 2nd line support engineers.
Benefits & Compensation
- Flexible hours
- Duvet days
- Birthday off
- Dedicated personal development time and support
- Regular socials
- Excellent holiday offering
- Pension scheme
- Health insurance
- Life cover
Compensation
Competitive and dependent on experience.
Work Mode
This role follows a hybrid work model.
Our culture is centred on respect, wellbeing, and balance, and we are committed to building a culture that makes games and industry more accessible to underrepresented communities.
We want everyone to have the opportunity to bring their best, authentic self to work. Please let us know if you require reasonable adjustments during the interview process.
