IT Service Desk Engineer (Level 2)

IT Service Desk Engineer (Level 2)

Posted 1 day ago by Nexify Infosystems

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Negotiable
Outside
Onsite
London Area, United Kingdom
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Device Management IT Service Management JIRA Management Microsoft 365 Microsoft OneDrive Microsoft SharePoint Microsoft Windows Technical Support Videoconferencing

Summary: The IT Service Desk Engineer (Level 2) role is a hands-on position based in London, focused on providing technical support to over 6,000 users within Fitch Group's global service desk. The role involves incident management, advanced troubleshooting, and user onboarding, with a strong emphasis on communication and structured escalation management. This position is initially for a duration of 3 months, with the potential for permanent conversion. The role is classified as outside IR35.

Key Responsibilities:

  • End-to-end incident and request management (Level 2)
  • Advanced troubleshooting of Windows and macOS endpoints
  • Microsoft 365 support (Teams, Outlook, OneDrive, SharePoint)
  • Endpoint management via Microsoft Intune
  • Cisco video conferencing support
  • User onboarding and offboarding execution
  • Ticket logging and management via Jira Service Management
  • Contribution to knowledge articles and SOPs
  • Structured escalation management with strong SLA awareness

Key Skills:

  • 2+ years' experience in a Service Desk or IT support environment
  • Proven Level 2 troubleshooting experience in a multi-platform enterprise setting
  • Strong communication skills — ability to explain technical issues in plain business language
  • Jamf experience for macOS device management (desirable)
  • VIP / executive support experience (desirable)
  • Knowledge of SSO/MFA and identity & access concepts (desirable)
  • Familiarity with security tooling (Zscaler, CrowdStrike) (desirable)

Salary (Rate): undetermined

City: London

Country: United Kingdom

Working Arrangements: on-site

IR35 Status: outside IR35

Seniority Level: undetermined

Industry: IT

Detailed Description From Employer:

Role: IT Service Desk Engineer (Level 2) Location: London (5 days per week, on-site) Shift Options: 8:00am – 4:30pm or 9:30am – 6:00pm Duration: 3 months (with possibility of permanent conversion) IR35 Status: Outside IR35 This is a hands-on, technical delivery role supporting 6,000+ users across Fitch Group's global service desk. Your responsibilities will include:

  • End-to-end incident and request management (Level 2)
  • Advanced troubleshooting of Windows and macOS endpoints
  • Microsoft 365 support (Teams, Outlook, OneDrive, SharePoint)
  • Endpoint management via Microsoft Intune
  • Cisco video conferencing support
  • User onboarding and offboarding execution
  • Ticket logging and management via Jira Service Management
  • Contribution to knowledge articles and SOPs
  • Structured escalation management with strong SLA awareness

Essential:

  • 2+ years' experience in a Service Desk or IT support environment
  • Proven Level 2 troubleshooting experience in a multi-platform enterprise setting
  • Strong communication skills — ability to explain technical issues in plain business language
  • UK-based candidates only

Desirable:

  • Jamf experience for macOS device management
  • VIP / executive support experience
  • Knowledge of SSO/MFA and identity & access concepts
  • Familiarity with security tooling (Zscaler, CrowdStrike)
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