Deskside IT Support Engineer - SOLE AGENT

• Act as the first point of contact for user issues via service desk, email, Teams, phone, and walk-up
• Triage and resolve common IT tickets covering applications, devices, accounts, and access
• Escalate more complex issues to L2/L3 engineers, with clear notes and reproduction steps
• Log and track tickets thoroughly in the service management system (ServiceNow)
• Support new starter onboarding: device builds, account setup, and first-day walkthroughs
• Carry out basic break-fix, hardware swaps, and Move/Add/Change tasks under guidance
• Assist the AV team with maintaining meeting room AV equipment
• Contribute to the internal knowledge base by documenting fixes you’ve learned
• Follow up with users to confirm resolution and maintain a high standard of customer service

Experience in: Financial services, legal, or insurance environment.

Our client, a global leading Private Equity and Investment firm, requires a talented 1st Line and Deskside IT Support Engineer to join their team. The working environment is busy, demanding, and fast-moving, so we need someone who knows the job well enough to hit the ground running without close supervision.

This is a 1st Line and Deskside role - day to day, you’ll be handling ticket queues, password resets, account unlocks, hardware swaps (keyboards, headsets, peripherals), and walk-up support. It is NOT a senior, 2nd/3rd line, infrastructure, or project/migration role, and we are specifically looking for someone who wants to be doing this type of work day-to-day. Our client wont consider candidates with significantly more senior or specialist backgrounds, eg extensive trade floor, VIP, infrastructure or migration project experience.

You must have circa 2-4 years’ experience in a similar 1st Line/Deskside support role within a financial services, legal, or insurance environment.

YOUR SKILLS

• Windows 11 desktop troubleshooting
• Microsoft 365/Office Suite (Outlook, Teams, OneDrive, SharePoint)
• Active Directory tasks (password resets, group membership, account unlocks)
• Laptop and peripheral hardware support
• iOS/mobile device basics
• Zoom and Teams meeting/AV support
• Circa 2-4 years in a 1st Line and deskside role, specifically within financial services, legal, or insurance
• Excellent communication skills and a calm, professional manner with users at all levels
• Enthusiasm for 1st Line/deskside work,.
• Ability to prioritise a busy ticket queue and know when to ask for help versus push on, * Any exposure to ServiceNow or a similar ITSM platform
• Awareness of Microsoft Intune/Endpoint Manager
• Curiosity about Scripting (PowerShell basics)
• Exposure to VDI tooling such as VMware Horizon/Omnissa or IGEL
• Familiarity with Box, Zoom admin, or other SaaS collaboration tools
• Industry certifications in progress (CompTIA A+, ITIL Foundation, MS-900, etc.)