Senior IT Support Engineer

An established financial services organisation is seeking an experienced IT Support & Infrastructure Specialist to provide comprehensive IT support and infrastructure services within its London branch. The role will be responsible for supporting staff and high-net-worth clients, maintaining the branch’s IT infrastructure, responding to service outages and incidents, and ensuring the security, resilience and availability of critical IT systems. This is a hands-on position combining 1st and 2nd line support, infrastructure, networking, cybersecurity, end-user computing and IT operations within a highly regulated banking environment.

You will provide day-to-day technical support to users, troubleshooting hardware, software, networking and connectivity issues, while installing, configuring and maintaining desktops, laptops, printers, mobile devices, telephony and other IT equipment. You will also support endpoint security, including antivirus, firewall, patching and multi-factor authentication, alongside maintaining Active Directory, Group Policy and Windows environments. The role will involve monitoring and supporting network infrastructure, including switches, firewalls, servers and the server room, with knowledge of DNS, DHCP, TCP/IP, LAN/WAN, VMware ESXi, vSphere, vCenter, Forti Gate firewalls and Cisco switches being highly beneficial.

You will work closely with the IT Manager and wider Group IT functions, acting as a key point of contact between the London branch and Group IT Security for system access requests, permissions and access matrix management. You will also support joiner, mover and leaver processes, CCTV and access control systems, as well as branch telephony and recording systems. Experience supporting Avaya IP Office environments and audio-visual/meeting room technology, including conference phones and Logitech meeting room solutions, would be advantageous.

The successful candidate will also contribute to IT projects, infrastructure maintenance and operational improvements, carrying out routine infrastructure checks, monitoring systems, managing IT assets and inventory, and ensuring that business continuity and disaster recovery arrangements remain operational and ready to support continuous banking operations. You will be expected to assist with incident management, including monitoring, investigation, resolution and post-incident follow-up, as well as supporting monthly infrastructure testing and risk assessment activities.

The role has a strong focus on cybersecurity, operational resilience, data integrity and regulatory compliance. You will support the implementation of appropriate security controls, patching practices, backup and disaster recovery procedures, and assist with the development of cybersecurity and operational resilience guidance and procedures. You will also be expected to work within the regulatory framework applicable to a UK-regulated bank, maintaining high standards of integrity, professionalism, confidentiality, governance and customer protection.

Data privacy will be an important part of the position, with responsibility for ensuring data is accurate, complete and handled appropriately in line with GDPR requirements and internal data quality standards. You will need to ensure that data-sharing requests receive the appropriate authorisation, promptly escalate any suspected data breaches or privacy concerns, and work with relevant Data Protection stakeholders when new systems or processes are introduced.

The successful candidate will ideally have a Bachelor’s or Master’s degree, or relevant professional qualification, in IT, Information Systems, Computer Science, Computing, Technology, Programming, Information Science or a related discipline. At least three years’ IT experience is required, ideally gained within the banking or wider financial services sector. You should have strong hands-on troubleshooting experience across Windows, Microsoft Office and conferencing applications, together with a good understanding of IT infrastructure and end-user computing.

Technical experience should include Windows 11, Linux, Windows Server 2016 or later, Microsoft 365,…