Second Line Support Engineer (Fintech)

Location: Hybrid; office attendance required for a minimum of 50% of working time.

Company

hirify.global is a UK investment platform business providing ISA, pension, dealing, and adviser-supported investment solutions to more than 762,000 customers.

What you will do

• Provide second-line technical support in person and remotely through Microsoft Teams, telephone, and remote access tools.
• Handle Service Desk escalations, take ownership of technical problems, and drive issues through to resolution, including coordination with third parties.
• Create and standardise automated tasks, formalise Service Desk procedures, and identify service delivery improvements.
• Install, maintain, and support applications; review application delivery, services, patching, and backup and restore operations.
• Plan and execute project work within Technology Services and collaborate with business and technical teams.
• Maintain technical documentation, educate the Service Desk on IT best practices and complex technologies, and support regulatory requirements including consumer duty.

Requirements

• Excellent customer service and communication skills, including the ability to explain technical issues to non-technical customers.
• Extended administration and troubleshooting experience with Entra/Active Directory, Windows 11, Group Policy, Microsoft Exchange, SharePoint, Office 365, and Jira.
• Experience with PowerShell automation, coding, APIs, and automation software such as Jenkins or AdTempus.
• Experience troubleshooting desktop and system problems, diagnosing and resolving hardware and software issues, with proficiency in Windows Server and Windows 10/11.
• Incident and problem management experience, including providing effective solutions and workarounds.
• Ability to prioritise and manage multiple open cases and small projects simultaneously, working independently and as part of a team.
• Solid understanding of network infrastructure and protocols, including experience with network troubleshooting tools.
• Experience with backup and recovery solutions and strategies, plus basic knowledge of database management systems including SQL and MySQL.
• Strong experience with cloud services, including cloud migration projects, and knowledge of ITIL best practices in an ITIL-based environment.
• Excellent problem-solving and analytical skills, an active knowledge of information technology, and the ability to learn and adapt to new systems and technologies.

Culture & Benefits

• Hybrid working model with at least 50% office attendance.
• 25 days of holiday, increasing with service, plus bank holidays and a buy/sell holiday scheme.
• 6% pension with matched contributions, discretionary bonus scheme, and share schemes including free shares and BAYE.
• Health Cash Plan, discounted private healthcare, enhanced family leave, employee assistance programme, and travel and bike loan schemes.
• Free onsite gym, casual dress code, regular social events, and a friendly, supportive team environment.
• Tailored learning and development opportunities and an inclusive workplace.

Hiring process

• Applications are reviewed by a member of the Recruitment team rather than screened by AI.
• The vacancy is managed exclusively by hirify.global's in-house Recruitment team; applications from recruitment agencies are not accepted.