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 2nd 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
Operating in a regulated, security-conscious financial services environment
Skills & Experience
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
Confident troubleshooting complex technical issues and working under pressure
Why Apply?
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
Competitive salary and generous benefits package
This is an excellent opportunity for a capable 2nd Line Engineer seeking stability, progression and the chance to work for a highly respected financial services institution