Job Title: IT Support Engineer – Level 2 (Full-Time)
Location: [Insert Location]
Salary: £30,000 – £31,000 per annum
Job Type: Permanent, Full-Time
Schedule: Monday to Friday | 8-hour shift
Job Description
We are seeking a skilled and proactive IT Support Engineer (Level 2) to join our technical support team. You will be responsible for resolving escalated incidents and service requests from Level 1 support while maintaining a high level of customer service and technical expertise. This role involves managing software applications, providing end-user support, and working across a range of technologies and business platforms.
Key Responsibilities
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Install and configure software applications across user environments
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Troubleshoot, repair, and maintain both software applications and IT infrastructure
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Provide escalation support for in-house and third-party applications including market data systems
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Support operating system drivers, software, and firmware
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Assist users with home connection setups and remote access via firm-issued or personal laptops with VMs
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Ensure adherence to client IT policies, procedures, and security standards
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Create and update technical support documentation
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Collaborate with global and local IT support teams across different platforms
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Record and manage all incidents and requests in the ticketing system
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Proactively report issues, trends, and delays to management
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Participate in a rotating on-call schedule for after-hours and weekend support
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Stay current with new technologies and attend training as required
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Respond promptly across multiple communication platforms: Email, MS Teams, Skype, Symphony, Jive, etc.
Key Attributes & Skills
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Strong verbal and written communication skills
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High level of customer service and interpersonal skills
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Ability to work under pressure and manage deadlines
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Hands-on experience with helpdesk/ticketing systems
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Technical knowledge of various software and hardware environments
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Familiarity with both in-house and third-party applications
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A proactive, team-oriented approach with a focus on continuous learning
Benefits
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Competitive salary
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Professional development opportunities
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Exposure to diverse systems and international support teams
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Supportive and collaborative work environment
Work Location
In person / Hybrid / Remote – [Specify based on actual job location and flexibility]
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