2nd Line Service Desk Engineer

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.