2nd Line Service Desk Support Engineer

About the role

Join a leading global investment management organisation as a 2nd Line Service Desk Support Engineer. You will act as the escalation point between the Level 1 Service Desk and the wider IT Engineering team, delivering high‑quality technical assistance to employees, senior stakeholders and VIP users in a fast‑paced financial‑services environment.

Key responsibilities

• Take ownership of complex incidents and service requests escalated from Level 1.
• Provide desk‑side and remote support via telephone, email, chat and remote‑access tools.
• Troubleshoot Windows, Microsoft 365, networking, VPN and virtual desktop issues.
• Administer users and groups in cloud and on‑premises environments (Active Directory, Azure, Intune).
• Support Microsoft Teams, SharePoint, OneDrive and Azure Virtual Desktop connectivity.
• Mentor Service Desk technicians and create internal technical documentation.
• Coordinate with third‑party suppliers to ensure service standards.
• Assist with workstation installations, office moves and hardware/software provisioning.
• Provide AV and video‑conferencing support for internal and external meetings, including Teams, Zoom, webinars and hybrid events.

Required profile

• Minimum five years of experience in Service Desk, desktop or technical support.
• Proven experience delivering Level 2 or escalation support.
• Strong knowledge of Microsoft 365 ecosystem and ITSM platforms.

Required skills

• Windows operating system
• Microsoft 365 (Teams, SharePoint, OneDrive)
• Active Directory
• Azure cloud services
• Microsoft Intune
• Networking and VPN technologies
• Virtual desktop solutions (Azure Virtual Desktop)
• ITSM platform (e.g., ServiceNow)
• Audio‑visual and video‑conferencing tools (Zoom, Teams)