IT Support Engineer (1st / 2nd Line) – London

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