2Nd Line Support - #2109988

A leading global investment management organisation is looking for an experienced 2nd line Service Desk support engineer to join its Global IT Services team in the City of London.

This is an L2 technical support position acting as the escalation point between the Service Desk and the wider IT Engineering team. You will provide high-quality technical support to employees, senior stakeholders and VIP users within a fast-paced, international financial-services environment.

You will take ownership of complex incidents and service requests escalated by the Level 1 Service Desk, ensuring issues are investigated, documented and resolved efficiently.

Responsibilities will include:

• Managing incidents and service requests
• Providing desk-side and remote technical support by telephone, email, chat and remote-access tools
• Supporting employees, senior executives, VIP guests and international visitors
• Troubleshooting Windows, Microsoft 365, networking, VPN and virtual desktop issues
• Administering users and groups across cloud and on-premises environments
• Supporting Active Directory, Azure, Intune, Microsoft Teams, SharePoint and OneDrive
• Mentoring Service Desk technicians and providing guidance on technical issues
• Creating internal technical documentation and user-facing support guides
• Supporting Azure Virtual Desktop connectivity
• Coordinating with third-party suppliers and ensuring services meet agreed standards
• Assisting with workstation installations, office moves, hardware, software and peripherals
• Contributing to the design, planning and implementation of end-user technology
• Supporting cloud provisioning, maintenance, policies and procedures
• Participating in IT projects and taking ownership of assigned deliverables

A key part of the role will involve providing technical support for internal and external meetings and events.

This will include:

• Setting up and supporting audio-visual and video-conferencing technology
• Supporting Microsoft Teams, Zoom, webinars, live streams and hybrid events
• Providing real-time troubleshooting during high-profile meetings, town halls and conferences
• Carrying out proactive checks of meeting rooms and event spaces
• Working with AV, conferencing and event suppliers
• Supporting events involving offices and participants across multiple international locations

• At least five years' experience in a Service Desk, desktop support or technical support position
• Previous experience providing Level 2 or escalation support
• Experience with Active Directory, Azure and Microsoft Intune
• Strong Microsoft 365 knowledge, including Teams, SharePoint and OneDrive
• Experience using ITSM platform
• Understanding of Conditional Access and cloud-based identity management
• Experience supporting corporate video conferencing and AV technology
• Experience troubleshooting Wi-Fi, wired networks, VPNs and virtual desktop environments
• Strong incident-management, prioritisation and problem-solving skills
• Excellent written and verbal communication skills
• Experience supporting senior executives and VIP users
• A professional, customer-focused and discreet approach
• Ability to work effectively in a busy, international environment
• Willingness and ability to work from the London office five days per week

Experience within financial services, investment management or another highly regulated environment would be strongly preferred.

An ITIL certification would also be advantageous.

• £Competitive salary
• A professional and international working environment
• A collaborative and high-performing IT team
• Training, mentoring and career-development opportunities
• Competitive benefits and wellbeing provisions
• 25 days' annual leave
• Life and disability insurance
• Education and professional-development support
• International company events and volunteering opportunities
• Long-term career opportunities within a growing organisation

This is an excellent opportunity for an experienced Level 2 support professional who enjoys resolving complex technical issues, supporting demanding users and taking ownership within a global IT environment.