IT Support Engineer (1st & 2nd Line)
The Role
An established and professional services organisation, based in the City of London, is seeking an IT Support Engineer (1st / 2nd Line) to join its internal IT team.
This role is focused on providing high-quality, responsive IT support to business users, ensuring the smooth day-to-day operation of core systems and services. You will act as a key point of contact for technical issues, resolving common incidents and service requests, while escalating more complex matters to senior engineers or third-party providers as required.
Key Responsibilities
- Providing 1st and 2nd line IT support across desktop, laptop, mobile and application environments
- Logging, managing and resolving incidents and service requests via a service desk system
- Troubleshooting hardware, software and connectivity issues
- Escalating complex or unresolved issues to senior engineers or external suppliers
- Communicating clearly with users and providing regular updates throughout issue resolution
- Supporting user onboarding and offboarding, including account setup and equipment provisioning
- Maintaining accurate documentation, asset records and knowledge base articles
- Assisting with routine system checks, maintenance tasks and user access management
- Following IT security policies and escalating potential security incidents or risks
- Supporting ad hoc projects when required
Requirements
- Experience in a 1st and/or 2nd line IT support role
- Strong customer service and communication skills
- Ability to troubleshoot and resolve common IT issues independently
- Experience working within a structured service desk or service delivery environment
- Good organisational skills and attention to detail
- Exposure to Microsoft 365, Windows 10/11 and user account administration
- Understanding of basic networking concepts (Wi-Fi, VPN, connectivity)
Desirable:
- Experience supporting users in regulated, maritime, financial services or broking environments
- Exposure to cloud-based IT environments (Azure / Entra ID)
- Familiarity with ITIL-aligned support processes
- Experience working with third-party IT suppliers