Second Line Support Engineer

Reporting to the 2nd Line Support Team Leader, you will handle escalations from the Service Desk and be responsible for the creation and standardisation of automated tasks as well as the formalisation of procedures for the Service Desk Team.  

What does the job involve? 

• Responsible for 2nd line support, both in person and remotely via MS Teams, phone and remote access tools  
• Identifying areas for improvement within Service Delivery Team via automation and standardisation 
• Help to plan and execute project work within Technology Services 
• Maintain documentation and educate the Service Desk in IT Best Practise and more complex technologies 
• Take ownership of technical problems and see through to resolution even when passed to third parties. 
• Liaising with other members of the team for support and escalation, providing adequate and accurate information to discuss and review escalated calls. 
• Install, maintain, and support new applications. 
• Review services, application delivery, and patching processes. 
• Administer backup and restore operations. 
• Collaborate with various business and technical teams to enhance overall service delivery. 
• Ensure that all duties are carried out with the aim of protecting customers and improving customer experience. 
• Supporting and enabling the business to achieve its regulatory requirements, including consumer duty. 

Competence, Knowledge and Skills 

• Excellent customer service and communication skills, with the ability to explain technical issues to non-technical customers.  
• Extended administration and troubleshooting experience of the following systems: Entra/Active Directory, Windows 11, Group Policy, MS Exchange, SharePoint, Office 365 and Jira. 
• Automation through use of PowerShell, coding and APIs, 
• Knowledge and interest in automation software i.e., Jenkins, AdTempus etc. 
• Excellent problem-solving and analytical skills, evident via work experience or technical qualifications. 
• An active knowledge of information technology, and a passion for keeping up to date with the latest technologies. 
• Desire to learn new skills and progress professionally. 
• Ability to work under own initiative as well as part of a team. 
• Ability to quickly learn and adapt to new systems and technologies, ensuring minimal disruption to service delivery and maintaining high levels of productivity. 
• Experience in troubleshooting desktop and system problems, diagnosing, and resolving hardware/software issues. Proficiency in Windows Server and Windows 10/11. 
• Incident and problem management experience, provide effective solutions and workarounds to incidents and problems. 
• Capability to prioritise and manage multiple open cases and small projects simultaneously. 
• Solid understanding of network infrastructure and protocols. Experience with network troubleshooting tools. 
• Experience with backup and recovery solutions and strategies. 
• Basic knowledge of database management systems (SQL, MySQL). 
• Strong experience with cloud services, including cloud migration projects. 
• Knowledge of ITIL best practices and experience in an ITIL-based environment. 

About AJ Bell

AJ Bell is one of the fastest-growing investment platform businesses in the UK offering an award-winning range of solutions that caters for everyone, from professional financial advisers to DIY investors with little to no experience. We have over 644,000 customers using our award-winning platform propositions to manage assets totalling more than £103.3 billion. Our customers trust us with their investments, and by continuously striving to make investing easier, we aim to help even more people take control of their financial futures.

Having listed on the Main Market of the London Stock Exchange in December 2018, AJ Bell is now a FTSE 250 company.

Headquartered in Manchester with offices in central London and Bristol, we now have over 1,500 employees and have been named one of the UK's 'Best 100 Companies to Work For’ for six consecutive years and in 2024 and 2025 named a Great Place to Work®.

At AJ Bell you can expect a friendly working environment with a strong sense of teamwork, we have a great sense of pride in what we do, and this is reflected in our guiding principles.

What we offer

• Competitive starting salary
• Starting holiday entitlement of 25, increasing up to 31 days with length of service and a holiday buy and sell scheme
• A choice of pension schemes with matched contributions
• Discretionary bonus scheme
• Annual free share awards scheme
• Buy As You Earn (BAYE) Scheme
• Health Cash Plan – provided by Simply Health
• Discounted private healthcare scheme and dental plan
• Free gym membership
• Employee Assistance Programme
• Bike loan scheme
• Sick pay+ pledge
• Enhanced maternity, paternity, and shared parental leave
• Loans for travel season tickets
• Death in service scheme
• Paid time off for volunteer work
• Charitable giving opportunities through salary sacrifice
• Calendar of social events, including monthly payday drinks, annual Christmas party, summer party and much more
• Personal development programmes built around you and your career goals, including access to personal skills workshops
• Monthly leadership breakfasts and lunches
• Casual dress code
• Access to a range of benefits from our sponsorship deals

Hybrid working

At AJ Bell, our people are the heart of our culture. We believe in building strong connections by working together. That's why we offer a hybrid working model, where you’ll spend a minimum of three days per week in the office. For new team members, an initial period will be full-time in the office to help you immerse yourself in our business and build valuable relationships with your colleagues.

AJ Bell is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and all employees are empowered to bring their whole self to work.

We do not discriminate on the basis of race, sex, gender identity, sexual orientation, age, pregnancy, religion, physical and mental disability, marital status and any other characteristics protected by the Equality Act 2010. All decisions to hire are based on qualifications, merit and business need.

If you like the sound of the above, or just want to know more about the company and the role, we'd love to speak to you.