Second Line Support Engineer

• Department:
  Service Delivery and Infrastructure

Behind every successful investment journey is technology that simply works. At AJ Bell, our "Feel Good Investing" philosophy is built on trust, innovation and exceptional service. We're looking for a proactive 2nd Line Support Engineer to help keep our business running smoothly, supporting colleagues across the organisation and playing a key role in delivering the reliable technology experiences our customers expect.

Reporting to the 2ndLine Support Team Leader,you will handle escalations from the Service Desk andberesponsible forthe creationand standardisation of automated tasks as well asthe formalisation of procedures for the Service Desk Team.

• Responsible for 2nd line support, both in person and remotely via MS Teams,phoneand 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 andaccurateinformation 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.

• 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
  365and Jira.
• Automation through use of Power Shell,codingand APIs,
• Knowledge and interest in automation software i.e., Jenkins, AdTempus etc.
• Excellent problem-solving and analytical skills,evidentvia 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 andmaintaininghigh levelsof 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.

At AJ Bell, we believe investing should feel good. Whether you're looking for an ISA, pension or dealing account, whether you want to invest with the help of a financial adviser or do it yourself, we have easy-to-use solutions to suit people…