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2nd line Desktop Support Engineer - Infrastructure - Finance

  • Location
  • Job type Permanent
  • Reference BBBH122214
  • Salary £40000.00 - £45000.00 per annum + plus excellent package
  • Specialisation Technology
  • Posted September 01, 2021

My client a leading financial institution is currently looking for a 2nd line Desktop Support /Infrastructure Support Engineer.

The Desktop Support Engineer/ Infrastructure Engineer will be responsible for ensuring the smooth running and stability of various systems across the business spanning front and back office. This will include monitoring critical systems, anticipating and resolving issues as they arise and thinking of ways of reducing common problems.


  • Troubleshooting and management of issues with the Windows, Mac, VOi and mobile estate
  • 1st and 2nd line support on Microsoft operating system and Office applications
  • Software deployments using Microsoft SCCM
  • Floor walking, desk visits and remote support expected
  • Proven incident and problem management
  • You will take responsibility for resolving queries, troubleshooting, escalating to specialists where appropriate and manage the technical relationships with all our users
  • You will be working with a wide range of technologies (both hardware and software) whilst working under an ITIL problem, configuration and change management model that meets set service level agreements with business departments
  • You will triage the general team queue and your own queue effectively and efficiently. This includes acknowledging the user, understanding the issue in its entirety, setting an appropriate priority and setting the expectation with the user
  • Champion and promote Service Improvement on an on-going basis to continually improve quality and user satisfaction
  • Work with service desk colleagues and local support teams to develop and improve the service
  • Single point of ownership for effective provision of systems and services
  • Ensure appropriate SLA's are met in all IT services

Key Skills & Experience:

  • Seasoned individual who has worked in a similar position in a financial services organisation with a strong skill set in supporting applications and environments
  • Microsoft applications - including SCCM
  • Advanced troubleshooting of the Windows desktop
  • Strong technical grasp of Microsoft technologies, including Windows Server, Exchange, and SQL Server
  • Experience of Networks and Security
  • Scripting skills e.g. VBScript or PowerShell
  • Experience working with desktop and laptop hardware
  • Supporting Apple, Android and Blackberry handsets in a MOM environment
  • Knowledge of the ITIL management framework
  • Knowledge of thin client infrastructure
  • Trade floor support environment experience would be desirable
  • Deploying and supporting Apple Mac devices
  • Experience working with market data applications (Bloomberg/Reuters), including troubleshooting Excel add-ins desirable.