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Job Title: Service Desk Engineer (2nd Line)

Location: Epsom, KT17 4NL (Surrey)
Company: Family Building Society
Employment Type: Full-time, permanent
Salary: Circa.£32,000.00
Shifts between: Monday–Friday, 8:00–18:00 (1-hour lunch)

Who we are

Family Building Society is a forward-thinking financial services organisation that isn’t afraid to challenge the market. We have big plans for the future and are always looking for talented individuals who can make a real contribution and help us grow.

There are around 250 of us at our headquarters in Epsom, Surrey and we’re always looking for enthusiastic professionals to join us.

We are passionate about our people, so we’ll do all we can to provide a wide range of benefits and help develop your professional skills and qualifications so you can do your best. Our values guide us in all that we do and we’re always on the lookout for people who hold similar values to ours:

• We are one family
• We are always learning
• We do the right thing
• We respect each other

Job Overview

Provide 2nd Line technical support to users across the organisation, managing incidents and service requests, troubleshooting hardware and software issues, supporting project delivery, and maintaining effective IT asset and procurement processes.

Responsibilities:

• Provide 2nd line support via phone, email and ticketing systems, ensuring timely resolution of incidents and service requests.
• Manage and maintain accurate ticket records, prioritising workload to meet SLAs and delivering regular updates to end users.
• Troubleshoot and resolve hardware, software, Microsoft 365, Active Directory, Azure, MDM, SaaS and networking issues.
• Support and maintain the corporate IT estate including workstations, servers, cloud services and business applications.
• Act as a Subject Matter Expert (SME) for designated platforms, owning technical knowledge, documentation and continuous service improvements.
• Participate in IT projects, upgrades, implementations and system enhancements as required.
• Manage Joiners, Movers and Leavers processes in a secure and timely manner.
• Build, deploy and maintain corporate hardware, asset inventories and equipment lifecycle processes.
• Escalate issues to 3rd line teams and 3rd Party vendors where required and follow through to resolution.
• Create and maintain technical documentation and knowledge base.
• Support security initiatives including patching, audits, compliance activities and vulnerability remediation.
• Help drive an inclusive, collaborative, and customer-focused culture through clear communication, knowledge sharing, accountability, and continuous improvement.
• Contribute to service improvement initiatives and change management activities.

Experience:

• Minimum 3 years experience in a 2nd Line Support role within an SLA-driven, ITIL-based environment.
• Strong knowledge of Microsoft 365, Active Directory, Exchange, Azure, GPO, SaaS, MDM, and Desktop/Server operating systems.
• Understanding virtualisation technologies (VMware / AVD preferred).
• Excellent troubleshooting, analytical and problem solving skills.
• Strong communication skills with the ability to support users of all technical abilities.
• Experience managing support tickets effectively and balancing competing priorities.

Benefits Package and Incentives:

• Generous and comprehensive benefits package including Private Healthcare
• Electric Vehicle Salary Sacrifice Scheme
• Company pension
• Company wide discretionary bonus
• Free parking permit at local car park
• Pro Rata 25 days holiday, with length of service increases to 28 days holiday
• Hybrid working available
• Professional study available

We are an equal opportunities employer and welcome applications from people of all backgrounds, experiences and perspectives.

If you require the application form in a different format, please email: recruitment@familybsoc.co.uk

Pay: From £32,000.00 per year

Benefits:

• Casual dress
• Company pension
• Enhanced maternity leave
• Enhanced paternity leave
• Free flu jabs
• Free parking
• Paid volunteer time
• Private dental insurance
• Private medical insurance
• Referral programme
• Sick pay
• Transport links

Application question(s):

• Do you require any reasonable adjustments for the recruitment process?
• Have you administered, managed and supported a Microsoft 365 environment?
• Have you diagnosed and resolved Group Policy issues?
• Have you supported a Virtual Desktop Infrastructure?

Work Location: In person