Second Line Support Engineer

AJ Bell; Greater London; On-site; GBP 40,000 - 50,000; Full time

Benefits offered by this job

25 days holiday

Pension 6%

Discretionary bonus

Share schemes

Health plan

Onsite gym

Family leave

Job summary

AJ Bell is seeking a proactive 2nd Line Support Engineer to support colleagues across the organisation and ensure reliable technology experiences for customers.

Reporting to the 2nd Line Support Team Leader, you will handle escalations, automate tasks, and formalise procedures for the Service Desk. You will install, maintain and support new applications while ensuring compliance with regulatory requirements.

Qualifications

• Excellent customer service and communication skills.
• Experienced with administration and troubleshooting of Windows based environments and Microsoft products.
• Automation through PowerShell, APIs, and scripting.
• Knowledge of automation tools and CI/CD like Jenkins.

Responsibilities

• Provide 2nd line support for in-person and remote users via MS Teams, phone, and remote tools.
• Identify areas for improvement via automation and standardisation.
• Assist with planning and executing technology projects within Technology Services.
• Maintain documentation and educate the Service Desk in IT best practices.
• Take ownership of technical problems through to resolution, including third-party handoffs.
• Liaise with team members to discuss escalated calls with accurate information.
• Install, maintain, and support new applications.
• Review services, delivery and patching processes.
• Administer backup and restore operations.
• Collaborate with business and technical teams to improve service delivery.
• Support regulatory requirements including consumer duty.

Skills

Customer service

PowerShell

APIs

Coding

Jenkins

Entra/Active Directory

Windows 11

Group Policy

MS Exchange

SharePoint

Office 365

Jira

Windows Server

Windows 10/11

Incident management

Networking basics

Backup recovery

SQL

MySQL

Cloud migration

ITIL

Tools

Entra/Active Directory

Windows 11

Group Policy

MS Exchange

SharePoint

Office 365

Jira

PowerShell

APIs

Jenkins

SQL

MySQL

Job description

Job Description Behind every successful investment journey is technology that simply works. At AJ Bell, our "Feel Good Investing" philosophy is built on trust, innovation and exceptional service. We're looking for a proactive 2nd Line Support Engineer to help keep our business running smoothly, supporting colleagues across the organisation and playing a key role in delivering the reliable technology experiences our customers expect.

Reporting to the 2nd Line Support Team Leader, you will handle escalations from the Service Desk and be responsible for the creation and standardisation of automated tasks as well as the formalisation of procedures for the Service Desk Team.

What does the job involve?

• Responsible for 2nd line support, both in person and remotely via MS Teams, phone and remote access tools


• Identifying areas for improvement within Service Delivery Team via automation and standardisation


• Help to plan and execute project work within Technology Services


• Maintain documentation and educate the Service Desk in IT Best Practise and more complex technologies


• Take ownership of technical problems and see through to resolution even when passed to third parties.


• Liaising with other members of the team for support and escalation, providing adequate and accurate information to discuss and review escalated calls.


• Install, maintain, and support new applications.


• Review services, application delivery, and patching processes.


• Administer backup and restore operations.


• Collaborate with various business and technical teams to enhance overall service delivery.


• Ensure that all duties are carried out with the aim of protecting customers and improving customer experience.


• Supporting and enabling the business to achieve its regulatory requirements, including consumer duty.

Competence, Knowledge and Skills

• Excellent customer service and communication skills, with the ability to explain technical issues to non-technical customers.


• Extended administration and troubleshooting experience of the following systems: Entra/Active Directory, Windows 11, Group Policy, MS Exchange, SharePoint, Office 365 and Jira.


• Automation through use of PowerShell, coding and APIs,


• Knowledge and interest in automation software i.e., Jenkins, AdTempus etc.


• Excellent problem-solving and analytical skills, evident via work experience or technical qualifications.


• An active knowledge of information technology, and a passion for keeping up to date with the latest technologies.


• Desire to learn new skills and progress professionally.


• Ability to work under own initiative as well as part of a team.


• Ability to quickly learn and adapt to new systems and technologies, ensuring minimal disruption to service delivery and maintaining high levels of productivity.


• Experience in troubleshooting desktop and system problems, diagnosing, and resolving hardware/software issues. Proficiency in Windows Server and Windows 10/11.


• Incident and problem management experience, provide effective solutions and workarounds to incidents and problems.


• Capability to prioritise and manage multiple open cases and small projects simultaneously.


• Solid understanding of network infrastructure and protocols. Experience with network troubleshooting tools.


• Experience with backup and recovery solutions and strategies.


• Basic knowledge of database management systems (SQL, MySQL).


• Strong experience with cloud services, including cloud migration projects.


• Knowledge of ITIL best practices and experience in an ITIL-based environment.

About AJ Bell

At AJ Bell, we believe investing should feel good. Whether you're looking for an ISA, pension or dealing account, whether you want to invest with the help of a financial adviser or do it yourself, we have easy-to-use solutions to suit people from all walks of life.

We're one of the UK's fastest-growing investment platform businesses, trusted by everyone from professional financial advisers to first-time investors.

Today, over 762,000 customers trust us to manage more than £121.5 billion of assets. By continually striving to make investing simpler and more accessible, we're helping more people take control of their financial futures.

Our operational teams play an important part in that experience. When trades settle accurately, money and investments move smoothly and issues are resolved quickly, customers can manage their investments with greater confidence.

We're proud to be recognised as a Great Place to Work for the past two years, building on six consecutive years as one of the UK's Best 100 Companies to Work For. It's recognition we're proud of and a reflection of the supportive and collaborative culture we strive to create for our people.

What we offer

• 25 days holiday, increasing with service + buy/sell scheme + bank holidays


• 6% Pension with matched contributions


• Discretionary bonus scheme


• Share schemes (including free shares and BAYE)


• Health Cash Plan and discounted private healthcare


• Free onsite gym


• Enhanced family leave (subject to qualifying criter