1st / 2nd Line Support Engineer at BACB

City of London, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

14 Jan, 26

Salary

0.0

Posted On

16 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Active Directory, Windows Environments, Microsoft 365 Suite, Endpoint Management, Microsoft Azure, PowerShell, Security Compliance, Infrastructure Knowledge, Patch Management, Customer Service, Service Management Tools, Attention to Detail, Team Collaboration, Automation Reporting, Business Continuity, ITIL

Industry

Banking

Description

About Us BACB is a UK bank that offers trade finance and complementary products to clients in specialist markets, especially Africa and the Middle East. We have been helping businesses with trade finance and complementary products for over half a century, focusing on trade flows to and from Africa and the Middle East as well as real estate in the UK. Our in-depth knowledge of the countries and practices where our clients operate ensures that we put them first. Additional Info Hybrid Working: 3 days onsite, 2 from home Location: City of London Contract Type: Permanent Job Summary The 1st/2ndLine Support Engineer reports to the Head of Service Desk and Service Delivery and plays a vital role in delivering first-line technical support across the organisation. This position is responsible for efficiently resolving IT incidents and service requests to minimise disruption to business operations. Key duties include troubleshooting hardware, software, and network issues; managing service tickets; and escalating more complex problems to second-line support when required. The associate will also contribute to maintaining high levels of colleague satisfaction by providing clear communication, prompt responses, and proactive resolution of recurring issues. This role demands a strong commitment to service excellence, technical accuracy, and continuous improvement in the delivery of IT support. Key Work Outputs and Accountabilities Deliver first-line support for all IT services provided by the Bank, responding to user requests via phone, email, or ticketing system to ensure timely and accurate resolution of incidents and service requests. maintaining accurate and complete records of activities and resolutions. Serve as an escalation point for complex technical issues, collaborating with the wider Service Desk team and promoting knowledge sharing and ongoing technical development. Coordinate with internal departments and external IT vendors to provide first- and second-line support, managing incidents and requests through to resolution or escalating to third-line support when necessary. Maintain a customer-first approach, consistently evaluating the impact and benefits of IT services from the user’s perspective as well as providing them with regular updates to issues and requests. Support IT leadership in assessing emerging technologies and vendor selection where appropriate. Contribute to IT projects and initiatives, ensuring alignment with business objectives and user needs. Assist in the team’s Problem, Incident and Change Management functions, driving proactive issue resolution and service improvement. Help and support with the compiling of monthly service availability statistics, ensuring accuracy and timeliness of all required reporting. Manage workload effectively, documenting progress across assigned projects, support tasks, and departmental initiatives. Perform daily operational procedures, including start-of-day and end-of-day checks for the Bank’s systems. Help to Maintain and update team documentation, ensuring knowledge base articles are accurate and current. Ensure all support activities meet agreed service level agreements (SLAs) and promote adherence to IT policies and procedures across the organisation. Provide support coverage across four shift patterns, spanning operational hours from 07:00 to 21:00. Required Qualifications and Experience The ideal candidate will bring a strong technical foundation and proven experience in IT support, particularly within a financial services or banking environment. Key competencies include: Essential Active Directory & Group Policy: Expert-level administration and configuration, ensuring secure and efficient user and device management. Windows Environments: Proficient in Windows 11 desktop configuration and Windows Server administration. Microsoft 365 Suite: Advanced technical knowledge across Outlook, Teams, SharePoint, OneDrive, Excel, PowerPoint, Word, and Exchange Online. Endpoint & Device Management: Skilled in Microsoft Endpoint Manager (Intune) for managing devices, applications, and compliance policies. Microsoft Azure: Extensive experience with Azure services, especially identity and access management. PowerShell: scripting capabilities for automation, system management, and support tasks. Security & Compliance: Familiar with Microsoft Defender and M365 security configurations to maintain a secure IT environment. Infrastructure Knowledge: Solid understanding of IT infrastructure and solutions within a banking context. Patch Management & Cybersecurity: Working knowledge of patching processes and basic cybersecurity best practices. Customer Service: Proven ability to deliver high-quality support under pressure, with a strong focus on user satisfaction and service excellence. Service Management Tools: Experience using ITSM platforms such as ServiceDesk plus for ticketing, workflow, and reporting. Attention to Detail: Strong and demonstrable attention to detail in all aspects of technical support and documentation. Team Collaboration: Ability to work effectively within a team and across departments, supporting shared goals and service delivery standards. Desirable Automation & Reporting: Proficient in Power BI and Power Automate for data analysis, reporting, and workflow automation. Business Continuity: Good knowledge of contingency planning and business recovery strategies. Proven experience in a first-line IT support or service desk role, preferably within a banking or financial services environment PowerShell: Advanced scripting capabilities for automation, system management, and support tasks. Service Improvement: Exposure to service improvement initiatives and process documentation, contributing to continuous enhancement of IT support functions. ITIL & Service Management: Strong understanding of ITIL principles, with hands-on experience in Incident, Problem, and Change Management. Market Data Support: Provide technical assistance and oversight for market data services ensuring reliable access, performance, and compliance with licensing and usage policies. Collaborate with vendors and internal teams to resolve issues and support business-critical data requirements.

Responsibilities

The 1st/2nd Line Support Engineer provides first-line technical support across the organization, efficiently resolving IT incidents and service requests. This role involves troubleshooting hardware, software, and network issues while maintaining high levels of colleague satisfaction through clear communication and proactive issue resolution.