Are you a 2nd Line IT Support Engineer looking for a role where you can take ownership of issues, drive best practices, and work on both BAU support and IT projects? If so, this is an exciting opportunity to join a growing financial technology company during a period of transformation.
The Role
As part of the EUC team, you will act as an escalation point for the Service Desk team, handling more complex issues and ensuring incidents and requests are resolved effectively. You will support internal users across Microsoft 365, Active Directory, and corporate IT systems, while also contributing to process improvements and security best practices.
Key Responsibilities:
- Provide 2nd line technical support, acting as an escalation point for the 1st line Service Desk team.
- Take full ownership of tickets from start to resolution, investigating problems independently using available resources.
- Troubleshoot Windows 10/11, Microsoft 365, Active Directory, and Group Policy issues.
- Manage laptop refreshes, mobile device management (Intune/Endpoint Manager), and user access requests.
- Ensure security and IT best practices are followed in all processes and procedures.
- Work on process improvements and implementation of new IT systems, including a potential new IT Service Management (ITSM) tool.
- Support corporate IT systems, including Outlook, telephony, and other business applications.
What Were Looking For
- 1-2+ years of experience in 2nd line IT support / technical support.
- Strong troubleshooting skills with a proactive and problem‑solving mindset.
- Experience with Microsoft 365, Active Directory, Group Policy, and Windows device management.
- Ability to investigate issues independently and research solutions using available data sources.
- Knowledge of business and security best practices in IT support.
- Experience in ticket management and ITSM tools (experience with Halo ITSM is a plus but not required).
- Mobile Device Management (MDM) experience using Intune/Endpoint Manager.
- Familiarity with telephony systems, asset management, and vulnerability management.
- ITIL knowledge or ITIL Foundation certification (preferred).
Due to the nature of the role we are looking for someone to be in the Bath office majority of the time, four days each week or even five days.
Why Join Us?
- Competitive Salary & Annual 10% Bonus Rewarding your contributions.
- 34 Days Holiday Including bank holidays, with buy/sell options.
- Private Medical Insurance Single cover (upgradable to full family).
- Career Development Opportunities for progression and ongoing learning.
- Wellbeing & Work-Life Balance Including a dedicated wellbeing day and a charity foundation day.
If you're looking for a dynamic 2nd line support role where you can take ownership of issues, improve processes, and be part of an evolving IT team, apply today!
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