Desktop Support Engineer

Franklin Fitch; Greater London; On-site; GBP 40,000 - 55,000; Full time

Job summary

Franklin Fitch is seeking a Desktop Support Engineer to provide high-quality IT support across its London offices. This user-facing role requires strong technical skills, excellent communication, and a proactive approach to problem solving.

The successful candidate will manage 1st/2nd line support, configure Windows 11 devices, administer Intune/Autopilot, and support Microsoft 365 and UCaaS platforms. The position offers visibility and opportunities in a regulated financial services environment.

Qualifications

• Extensive experience in desktop support within financial services.
• Strong knowledge of Windows 11 and modern device management.
• Solid understanding of Microsoft 365 services and collaboration tools.
• Experience with Intune/Autopilot and device lifecycle management.

Responsibilities

• Provide 1st/2nd line desktop support across London offices, handling tickets from triage to resolution within SLAs.
• Configure and troubleshoot Windows 11 devices, including security settings and Intune deployment.
• Manage Intune, Autopilot, and JML processes including account setup and offboarding.
• Administer Apple Business Manager devices and MDM integration with Intune.
• Maintain asset and CMDB records for laptops, mobile devices, and peripherals.
• Support Microsoft 365 services (Outlook, Teams, Exchange Online, SharePoint, OneDrive, Office) and Copilot adoption.
• Assist with UCaaS platforms (Vonage) and Teams integration, including Teams Phone/Rooms.
• Support Wi-Fi, LAN, TCP/IP, routing and meeting room AV; ensure endpoint security (BitLocker, Defender, EDR).
• Contribute to vulnerability remediation, patching, and FCA-regulated environment compliance.
• Create user guides and document processes; drive improvements through root-cause analysis.

Job description

A leading financial services organisation is looking for a Desktop Support Engineer to provide high-quality IT support across its London offices. This is a highly visible, user-facing role requiring strong technical skills, excellent communication and a proactive approach to problem solving.

Key Responsibilities

• Provide 1st/2nd line desktop support, managing tickets from triage through to resolution in line with SLAs.
• Support Windows 11 devices, including configuration, security and troubleshooting.
• Manage Intune and Autopilot, including device deployment, configuration profiles, compliance policies and application deployment.
• Manage the full Joiner/Mover/Leaver (JML) process, including account setup, licensing, device provisioning and secure offboarding.
• Administer corporate iPhone devices through Apple Business Manager and Intune MDM, including DEP enrolment and lifecycle management.
• Manage the lifecycle of laptops, mobile devices and peripherals, maintaining accurate asset and CMDB records.
• Provide support across Microsoft 365, including Outlook, Teams, Exchange Online, SharePoint, OneDrive and Office.
• Support Microsoft 365 Copilot, including user enablement, Agent setup, troubleshooting and adoption.
• Support Uniflow secure printing and Condeco or equivalent hot-desk/meeting room systems.
• Administer Vonage/UCaaS and Teams, including Teams Phone and Teams Rooms where applicable.
• Support Wi-Fi, LAN, TCP/IP, routing and meeting room AV.
• Maintain endpoint security using BitLocker, Microsoft Defender AV/EDR, attack surface reduction, web protection and email security.
• Support vulnerability remediation, patching and endpoint hardening within an FCA-regulated environment.
• Work with third-party technology vendors and maintain technical documentation and user guides.
• Identify recurring issues and drive continuous improvement through root-cause analysis, knowledge sharing and user training.

Experience Required

• Experience providing IT support within a financial services environment.
• Strong knowledge of Windows 11, Microsoft Intune and Autopilot.
• Strong Microsoft 365 knowledge, including Teams, Exchange Online, SharePoint, OneDrive and Office.
• Experience with Apple Business Manager and Intune MDM.
• Experience with UCaaS/voice platforms, ideally Vonage.
• Knowledge of Uniflow and Condeco or equivalent platforms.
• Understanding of Wi-Fi, TCP/IP and routing.
• Knowledge of endpoint and network security, including Firewalls, malware, XDR/EDR, web protection and email hygiene.
• Experience with Entra ID (Azure AD), including users/groups, Conditional Access, MFA and licensing.
• Understanding of ITIL principles; ManageEngine ServiceDesk Plus experience is desirable.
• Experience or exposure to Microsoft 365 Copilot administration and adoption.
• Dynamics 365 end-user support experience is desirable.
• Understanding of SaaS administration, including SSO, SCIM, licensing and access reviews.
• Strong documentation, communication and user-training skills.
• Awareness of FCA regulatory, record-keeping and retention requirements.