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
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