Second Line Support Engineer

Job Description

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 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

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 from all walks of life.

We're one of the UK's fastest-growing investment platform businesses, trusted by everyone from professional financial advisers to first-time investors.

Today, over 762,000 customers trust us to manage more than £121.5 billion of assets. By continually striving to make investing simpler and more accessible, we're helping more people take control of their financial futures.

Our operational teams play an important part in that experience. When trades settle accurately, money and investments move smoothly and issues are resolved quickly, customers can manage their investments with greater confidence.

We're proud to be recognised as a Great Place to Work® for the past two years, building on six consecutive years as one of the UK's Best 100 Companies to Work For. It's recognition we're proud of and a reflection of the supportive and collaborative culture we strive to create for our people.

What we offer

• 25 days holiday, increasing with service + buy/sell scheme + bank holidays
• 6% Pension with matched contributions
• Discretionary bonus scheme
• Share schemes (including free shares and BAYE)
• Health Cash Plan and discounted private healthcare
• Free onsite gym
• Enhanced family leave (subject to qualifying criteria)
• Travel and bike loan schemes
• Employee Assistance Programme

Life at AJ Bell

• Regular social events including summer and Christmas parties
• Learning and development opportunities tailored to you
• Casual dress code
• Friendly, supportive team environment

Our ways of 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 which will require you to be in the office a minimum of 50% of your working time. 

Inclusion & diversity

We’re committed to creating an inclusive environment where everyone feels respected, supported and able to be themselves at work.

Your application, reviewed by people

We believe great hiring starts with people. That's why every application is reviewed by a member of our Recruitment team, rather than screened by AI. It may take us a few days to get back to you, but please be assured that your application will be given the time and attention it deserves.

Agency information

This vacancy is being managed exclusively by our in-house Recruitment team. We are not partnering with recruitment agencies on this opportunity and will only accept applications submitted directly by candidates.