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