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