Service Desk Engineer
RFA —London
- Computer Science
- Bachelor's degree
- SharePoint
2nd Line Service Desk Engineer Level 2.
Total IT Technology Solutions Ltd —London
- £32,000 - £36,000 a year
- Full-time
- Software troubleshooting
- Customer service
- Microsoft Office
- Annual leave
- Referral programme
Quick apply
4d
IT Support Technician
IT MANAGMENT LTD —London
- From £39,000 a year
- Full-time
- Hybrid work
- Customer service
- Windows
- Microsoft Office
- Free parking
- Annual leave
Quick apply
9d
Desktop Support Engineer
Cognizant —London
- Full-time
- Hybrid work
- Google Suite
- Analysis skills
- Communication skills
12d
IT Service Desk Engineer
DJH —London
- Hybrid work
- Travel
- SharePoint
- Communication skills
Quick apply
7h
Technology Service Desk Analyst
Mountain Warehouse —London
- Full-time
- Hybrid work
- Organisational skills
- Communication skills
- Employee discount
Quick apply
IT Service Desk Engineer
McBrides Accountants LLP —Bexley
- Travel
- SharePoint
- Communication skills
5h
Tier 2 Customer Support Engineer
Leonardo S.p.A. —London
- Full-time
- Hybrid work
- Azure
- Maintenance
- Microsoft Office
Desktop Engineer -Gatwick Airport
ESP Global Services Limited —Gatwick Airport
- £30,000 a year
Quick apply
Support Engineer, Cinema Support
Dolby —London
- Weekend availability
- Bilingual
- Bachelor's degree
- Travel
5d
Engineer, Cloud Operations
White & Case —London
- Full-time
- Google Suite
- No experience needed
- English
- Life insurance
14d
2nd Line Engineer
ME+EM —London
- Full-time
- Mentoring
- Organisational skills
- Annual leave
- Employee assistance programme
Quick apply
Infrastructure Support Engineer
Wavex Technology Ltd —London
- Up to £38,000 a year
- Full-time
- Hybrid work
- Continuous improvement
- Mentoring
- Training & development
Quick apply
Specialist/Engineer Service Operations
SITA Switzerland Sarl —London
- Full-time
- Maintenance
- Communication skills
- Employee assistance programme
2nd Line Storage Engineer - STEVENAGE
Fujitsu —London
- Overtime
- Continuous improvement
- Annual leave
- Employee assistance programme
7d
Senior Endpoint & Security Engineer, London office
8x8, Inc. —London
- Full-time
- Computer Science
- Bachelor's degree
- AI
Senior Project Engineer - Microsoft 365
Wanstor —London
- Full-time
- Hybrid work
- Customer service
- Continuous improvement
- Mentoring
- Annual leave
Quick apply
Finance Desk Technology - Collateral Management Development lead
Citi —London
- Full-time
- Hybrid work
- AI
- Annual leave
- Employee assistance programme
Resourcers / Trainee and Senior
Trevett Services —London
- Hybrid work
- Recruiting
- Annual leave
Proven Reoffending Analyst, Analysis Directorate, Ministry of Justice
Ministry of Justice —London
- £40,001 - £60,000 a year
- Part-time
- Hybrid work
- Doctoral degree
- Analysis skills
- Presentation skills
- Annual leave
- Employee discount
8h

I want to receive the latest job alerts for service desk engineer (level 2) in london, eng

By signing in to your account, you agree to SimplyHired's Terms of Service and consent to our Cookie and Privacy Policy.

Service Desk Engineer

RFA -
London

Apply Now

Job details

Permanent

Qualifications

Technical troubleshooting
ConnectWise
ITIL Certification
Computer Science
Incident queue management
Incident identification
Ticket management
Microsoft Exchange
Incident response
Bachelor's degree
CompTIA Network+
SharePoint
Technical writing
ServiceNow
Customer support
Cybersecurity
AI
CompTIA Security+
Communication skills
PowerShell scripting
PowerShell
CompTIA A+
Intune
Help desk
Information Technology

Full job description

10am - 7pm shift

The Service Desk Engineer serves as the primary technical point of contact for RFA's global client base, delivering exceptional white-glove support across endpoint, cloud, security, and collaboration technologies. This role is responsible for providing first and second-level technical support, resolving incidents, fulfilling service requests, and maintaining high levels of customer satisfaction while supporting a diverse portfolio of managed IT services.

The Service Desk Engineer utilizes modern troubleshooting methodologies, automation tools, AI-assisted support platforms, and cybersecurity best practices to efficiently resolve issues and improve the client experience. Successful candidates demonstrate strong technical aptitude, exceptional communication skills, a customer-first mindset, and the ability to thrive in a fast-paced Managed Service Provider (MSP) environment.

Responsibilities

Utilize AI-enabled support tools and knowledge platforms to improve incident resolution times and service quality.
Support Microsoft 365, Entra ID, Intune, Defender, Teams, SharePoint Online, and related cloud services.
Assist with endpoint management, mobile device management (MDM), and device compliance monitoring.
Respond to security-related incidents including phishing reports, compromised accounts, malware alerts, and suspicious user activity.
Maintain accurate documentation, knowledge base articles, standard operating procedures, and technical runbooks.
Monitor service queues and proactively identify trends, recurring issues, and opportunities for automation.
Participate in onboarding and offboarding processes including provisioning, deprovisioning, access reviews, and asset management.
Support hybrid and remote workforce technologies including VPN, virtual desktops, collaboration platforms, and cloud applications.
Meet established service metrics including SLA attainment, ticket quality, first-contact resolution, and customer satisfaction goals.
Participate in after-hours support, escalation rotations, and major incident response activities as required.
All other responsibilities delegated by the Management team.

May be asked to provide on-site technical support to system users by troubleshooting issues and working directly with vendors to resolve major hardware and software problems.

Qualifications

Associate's or Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent professional experience.
2+ years of experience in a Service Desk, Help Desk, Technical Support, or Managed Services environment.
Strong knowledge of Microsoft 365, Entra ID (Azure AD), Exchange Online, Intune, Teams, SharePoint Online, and Active Directory.
Experience supporting Windows 11, macOS, iOS, and Android platforms.
Working knowledge of cybersecurity concepts including MFA, Conditional Access, endpoint protection, phishing prevention, and identity management.
Familiarity with Azure, AWS, virtual desktop infrastructure (VDI), and SaaS application administration.
Experience with ITSM platforms such as ConnectWise, ServiceNow, HaloPSA, Autotask, or similar systems.
Knowledge of ITIL service management principles.
Strong written and verbal communication skills with the ability to explain technical concepts to non-technical users.
Preferred Certifications: CompTIA A+, Network+, Security+, ITIL Foundation, Microsoft Fundamentals, AZ-900, or equivalent.
Experience supporting financial services, hedge funds, legal firms, or highly regulated industries preferred.

Preferred Qualifications & Development Potential

Associate degree in Information Technology, Computer Science, or related field, or equivalent professional experience.
1–3 years of experience in a Service Desk, Help Desk, Technical Support, or Managed Services environment.
Foundational IT certifications such as CompTIA A+, Network+, Security+, Microsoft Fundamentals, or equivalent coursework demonstrating core technical knowledge.
Demonstrated hands-on technical experience through internships, help desk roles, school IT programs, volunteer IT work, home labs, or other practical troubleshooting environments.
Exposure to scripting, automation, or technical problem-solving through coursework, personal projects, or professional experience.
Basic familiarity with PowerShell, Python, batch scripting, or other automation tools preferred.
Strong understanding of Microsoft Windows, Microsoft 365, Active Directory/Entra ID, endpoint management, and common business productivity applications.
Excellent customer service, communication, documentation, and troubleshooting skills.
Ability to learn new technologies quickly and adapt in a fast-paced MSP environment.

Nice-to-Have Qualifications

Experience supporting Microsoft 365, Entra ID, Intune, Azure, AWS, or similar cloud platforms.
Experience with ITSM/ticketing systems such as ConnectWise, HaloPSA, Autotask, or ServiceNow.
Knowledge of cybersecurity fundamentals including MFA, endpoint security, phishing awareness, and identity management.
ITIL Foundation, Microsoft, CompTIA, or cloud certifications.
Experience supporting financial services, legal, healthcare, or other regulated industries.

AI Competencies

Demonstrates familiarity with AI-powered productivity tools such as Microsoft Copilot, ChatGPT, or approved company AI platforms.
Uses AI tools to assist with troubleshooting, documentation, knowledge searches, and drafting communications while validating accuracy.
Understands basic AI concepts, limitations, risks, and data privacy requirements.
Follows company policies regarding the secure and responsible use of AI technologies.
Leverages AI-generated recommendations to improve ticket resolution efficiency and customer service quality.
Demonstrates curiosity and willingness to learn emerging AI technologies relevant to IT support.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Apply Now

Refine Your Search

service desk engineer (level 2) jobs in london, eng

Service Desk Engineer

2nd Line Service Desk Engineer Level 2.

IT Support Technician

Desktop Support Engineer

IT Service Desk Engineer

Technology Service Desk Analyst

IT Service Desk Engineer

Tier 2 Customer Support Engineer

Desktop Engineer -Gatwick Airport

Support Engineer, Cinema Support

Engineer, Cloud Operations

2nd Line Engineer

Infrastructure Support Engineer

Specialist/Engineer Service Operations

2nd Line Storage Engineer - STEVENAGE

Senior Endpoint & Security Engineer, London office

Senior Project Engineer - Microsoft 365

Finance Desk Technology - Collateral Management Development lead

Resourcers / Trainee and Senior

Proven Reoffending Analyst, Analysis Directorate, Ministry of Justice

I want to receive the latest job alerts for service desk engineer (level 2) in london, eng

Related Searches

Explore jobs in more locations

10am - 7pm shift

Responsibilities

Qualifications

AI Competencies

Jobseeker tools

Employer Tools

Browse

Stay Connected