2nd Line Support Engineer

Disguise sits at the heart of the most inspiring live and virtual experiences in the world, leading the market in building a software and hardware solution that designs, sequences and controls the most spectacular productions across film and TV, broadcast, live and corporate events.

Role: 2nd Line Support Engineer

Department: IT

Location: London UK

Reports into: Director of IT

Contract: Full Time

About the role

We are seeking a seasoned IT Support Engineer to act as the global escalation point and technical contact across our international offices. This is a hands-on role combining infrastructure, cloud, security, networking, automation, and server administration ideal for someone who thrives in complex environments and enjoys owning problems end-to-end.

What you will do

Act as the senior escalation point for complex global IT issues

Independently triage and close high-impact tickets

Lead Jira administration and workflow optimisation

Manage AWS (S3, EC2, RDS) and Azure environments

Maintain Windows/Linux servers (on-prem and cloud)

Strengthen cybersecurity posture (endpoint, IAM, risk awareness)

Support global networking (Meraki, Sophos, firewalls)

Drive automation, scripting, and AI-enabled process improvements

Contribute to High Availability (HA), Disaster Recovery (DR), and Business Continuity planning

Ownership of certificate lifecycle management, including SSL/TLS, PKI, and platforms such as DigiCert.

Experience we are looking for

Strong Jira administration and workflow experience

Experience in Perforce administration

Proven 2nd Line support expertise

AWS and/or Azure cloud experience

Solid networking fundamentals and troubleshooting skills

Cybersecurity knowledge (SOC, endpoint, IAM)

Firewall administration (e.g., Sophos)

Scripting and automation mindset

AI tooling familiarity and integration awareness

Ability to operate independently in a global environment

Skills, behaviours and values we are looking for

Technical Expertise: Deep understanding of IT systems, hardware/software troubleshooting, and network administration to provide timely, effective support.

Problem-Solving Abilities: Skilled in diagnosing and resolving complex issues with a structured, methodical approach, ensuring quick and accurate solutions.

Clear Communication: Ability to explain technical concepts in simple terms to both technical teams and non-technical users, ensuring clarity and transparency.

Customer-Centric: Excellent customer service skills, with a focus on understanding user needs and delivering a positive support experience.

Attention to Detail: High standard of accuracy in troubleshooting, documentation, and reporting, ensuring no details are overlooked and issues are fully resolved.

Proactive & Driven: Demonstrates a proactive mindset, identifying potential problems before they escalate and continuously seeking ways to improve processes.

Accountability: Takes ownership of assigned tasks and incidents, managing priorities effectively to ensure issues are resolved in a timely and efficient manner.

Adaptability & Resilience: Comfortable working in a fast-paced environment, quickly adjusting to new technologies, evolving business needs, and high-pressure situations with a positive attitude.

Collaboration & Teamwork: Works well within cross-functional teams, actively sharing knowledge, offering support, and learning from colleagues to continuously improve team performance.

About Disguise

Disguise is the industry-leading platform sitting at the heart of a new era of visual experiences. One powerful integrated system of software, hardware and services to help create the next dimension of real-time spectacle.

We partner with the biggest entertainment brands and companies in the world to deliver the A-list of live music events, live TV broadcasts, immersive experiences, installations, theatre, film and TV production, corporate communications and brand product launches. Working with Disney, Snapchat, Netflix, ESPN, the Burj Khalifa, and Adele, Disguise is the number one partner delivering the next dimension of entertainment.

Don’t Disguise your differences.

Innovation comes from everyone. We strive to create a workplace that reflects our diverse audience. We celebrate our people for their full authentic selves, and embrace uniqueness. Inclusion and Equity matter at Disguise. We create together and we create everywhere.

Our values

Honest. We are real with ourselves and our clients and share our ideas with openness and transparency.

Evolutionary. We innovate using our user’s ever-changing needs so our technology remains ahead-of-the-game.

Fearless. We take the best path, not the easiest, and innovate where it’s right, not where it’s simplest.

Resilience. We don’t give up until we find the right solution, even if it means going outside our remit.

Belong. We create an environment where everyone feels like they belong and is empowered to do their best work.

Our benefits

We have a suite of globally relevant competitive benefits packages as we want to make sure we retain the best talent out there. Our benefits for every perm hire, globally include:

Unlimited Paid Time Off - with minimum time you must take set at 20% above statutory

Hybrid working between home and our offices (dependent on role and location)

Mental health and wellbeing support - subscription to the Calm app, mental health first-aid buddies, employee assistance programmes

Gig allowance - £400 (or local equivalent) to spend on tickets every year to immerse yourself in our industries

Belonging policies - including (but not limited to) support for Parental, Fertility, Miscarriage, Menopause and Transitioning

Training, coaching & mentoring