2nd Line Service Desk Engineer
3 days ago
Epsom
2nd Line Service Desk Engineer£35,000 – £40,000 + benefits including generous pension and holiday, bonus, private healthcare Epsom, Surrey, KT17 Our client is an extremely well-established (100+ years), independent financial services organisation with an outstanding reputation for stability, service excellence, and a genuinely supportive working culture. They offer long-term career security, career progression, and a generous benefits package. They are now seeking an experienced 2nd Line Service Desk Engineer to join their Service Desk team, providing high-quality technical support across a complex, regulated financial services environment. The 2 nd Line Service Desk Engineer Role: You will provide advanced 2nd line support to end users, owning incidents through to resolution and acting as a technical escalation point for 1st line. Working within SLA and ITIL frameworks, you will deliver a professional, customer-focused service while contributing to continuous improvement and knowledge sharing. Key responsibilities include: • Resolving and owning escalated incidents and service requests across desktop, server, O365, SaaS, Azure and on-prem environments, • Acting as a Subject Matter Expert for defined platforms and technologies, • Supporting joiners, movers and leavers, device builds, asset management and MDM, • Hands-on troubleshooting, software and hardware installation, backups and restores, • Working closely with 3rd line, security, change and external vendors, • Contributing to documentation, knowledge base articles and service improvements, • Minimum 3 years’ experience in a 2nd Line Support / Service Desk Engineer role, • Previous experience working within Financial Services or a highly regulated environment is preferred, • Strong knowledge of Windows desktop and server OS, Microsoft 365, Active Directory, Exchange, GPO, • Experience with Azure, SaaS, MDM, basic networking and virtualisation (VMware preferred), • Familiar with ITIL, SLAs, CSAT and structured incident/problem management, • Excellent communication skills and a customer-first mindset, • Join a financially secure, century-established organisation, • Supportive, people-focused culture with long-term career prospects, • Exposure to enterprise-grade technology in a regulated, professional environment