Service Desk Engineer

JR United Kingdom; Slough; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading global financial services company is seeking an experienced 1st/2nd Line Support Engineer based in London. This full-time role involves managing incidents, hardware support, and improving service delivery while offering a competitive salary and benefits including healthcare and pension.

Benefits

Comprehensive benefits including private healthcare

Contributory pension

Opportunities for professional development

Career progression

Qualifications

• Experience in incident management and troubleshooting.
• Competency in Active Directory and Microsoft Office 365.
• Experience with Windows 10/11 environments.

Responsibilities

• Act as primary contact for end-user incidents and service requests.
• Maintain knowledge base documentation.
• Participate in on-call duties.

Skills

Incident Management

Problem Management

Documentation

Service Improvement

Active Directory administration

Microsoft Office 365

Windows 10/11

Job description

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1st/2nd Line Support Engineer – Up to £40,000 – Financial Services - London

Overview:

A global British FTSE250 financial services company with over 60 locations worldwide are looking to recruit an experienced 1st/2nd Line Support Engineer to be based at their London office.

This is a full-time, office-based position requiring five days per week in the office. The role includes participation in an on-call rota, which is factored into the salary.

Role & Responsibilities:

• Incident Management: Act as a primary contact for end-user incidents and service requests, ensuring efficient triage, troubleshooting, and resolution.
• Documentation: Maintain and update accurate knowledge base documentation quarterly.
• Ticket Execution: Handle tickets and requests using best practices, maximising the adoption of IT services and applications.
• Problem Management: Work with the Lead IT Operations Administrator to identify trends and potential problems to enhance service delivery.
• Hardware Support: Ensure operational functionality of computers, printers, and peripherals, as well as assist with hardware and software maintenance.
• Collaboration: Liaise with other IT teams to resolve issues and manage user expectations effectively.
• Service Improvement: Contribute to the enhancement of support processes and identify opportunities to improve service provisions.
• On-Call Duties: Participate in a rotational on-call schedule, supporting out-of-hours needs as required.
• Ad Hoc Tasks: Undertake additional duties as needed to support business requirements.
• Active Directory administration, user maintenance, and group configuration.
• Microsoft Office 365 suite and collaboration tools (Teams, SharePoint, OneDrive, Exchange).
• Windows 10/11 and standard Microsoft workloads (Outlook, Excel, PowerPoint).
• Multi-factor authentication setup (MS MFA, DUO).
• VMware and HP hardware.
• Apple hardware and macOS/iOS.
• MS Intune and collaboration tools (Webex, Zoom, MS Teams, TeamViewer).

Package:

• Up to £40,000
• Comprehensive benefits, including private healthcare and contributory pension.
• Opportunities for professional development and career progression.

1st/2nd Line Support Engineer – Up to £40,000 – Financial Services - London