Principal IT Support Engineer in London

At Finastra, we’re a global leader in financial services software, dedicated to expanding access to financial services and shaping what’s next for the industry. Our technology powers mission‑critical solutions across Lending, Payments and Universal Banking, supporting over 7,000 customers, including 80% of the world’s top 50 banks, in more than 110 countries.

The Principal IT Support Engineer will serve as the Paddington-based technical lead for End User Compute services, providing expert-level desktop support, white‑glove executive coverage, and regional oversight across London and potentially wider Europe. The role aligns with TP4 technical professional standards, requiring specialized expertise, advanced analytical capability, and a high degree of autonomy while influencing service quality across multiple locations.

• White-Glove & Executive Support (Global)
  • Lead and manage global VIP/White Glove support services, ensuring consistent fast and high-quality service delivery.
  • Act as the primary onsite technical contact for executives in Paddington and coordinate support for executives outside Paddington.
  • Establish and maintain global white‑glove standards and ensure executive technology readiness.
• Technical Expertise & Issue Resolution
  • Deliver senior-level troubleshooting across Windows, macOS, O365, conferencing, networking, and EUC platforms.
  • Own executive and high‑priority incidents end-to-end.
  • Lead sophisticated root‑cause analysis activities.
• Ticket Governance & Service Quality Ownership
  • Oversee full lifecycle of incident, request, and problem tickets, ensuring SLA/OLA compliance.
  • Audit ticket queues and drive global service improvements.
  • Collaborate with L1/L2 teams to reinforce standards.
• Regional Paddington & European Support Oversight
  • Serve as the senior EUC technical authority for Paddington.
  • Assist in coordinating EUC activities across European offices.
  • Align regional execution with global EUC strategy.
• Project Leadership & Cross‑Functional Collaboration
  • Lead or contribute to EUC-related projects with cross‑functional impact.
  • Provide technical thought leadership and influence service improvements.
  • Engage directly with vendors and third parties for escalations and upgrades.
• Documentation, Standards & Governance
  • Create and maintain SOPs, runbooks, and technical documentation.
  • Ensure consistency in workflows, white‑glove standards, and support models globally.
  • Support internal knowledge bases and training initiatives.
• Communication & Stakeholder Engagement
  • Communicate effectively with executives, technical teams, and business stakeholders.
  • Anticipate customer concerns and negotiate outcomes as needed.
  • Provide clear, concise technical and non‑technical communication.

Required Skills & Experience

• Expertise in desktop engineering, endpoint platforms, O365, macOS, conferencing technology, and networking fundamentals.
• Proven white‑glove or senior stakeholder support experience in high‑pressure environments.
• Strong understanding of ITSM processes and ability to own ticket lifecycle.
• Advanced problem analysis and root‑cause capability.
• Excellent written and verbal communication skills.
• Ability to operate independently with strong judgement.
• Collaboration skills with global teams and service stakeholders.

Core Competencies

• Customer Focus – Delivers outstanding user experiences, especially for executive stakeholders.
• Technical Expertise – Demonstrates deep capability across EUC technologies.
• Accountability – Owns issues, tickets, and outcomes with discipline and reliability.
• Communication – Clearly articulates solutions and expectations at all levels.
• Problem Solving – Applies advanced analytical thinking and resolves complex issues.
• Collaboration – Works effectively across global teams and technical domains.
• Adaptability – Adjusts quickly to evolving priorities, executive needs, and technology changes.
• Innovation – Identifies efficiency opportunities and recommends improvements.

We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold:

• Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.
• Well‑being: Access Confidential one‑on‑one therapy through our Employee Assistance Program, find support from our network of Wellbeing Champions and Gather Groups, and a calendar of monthly events and initiatives designed to help you thrive - Inside and Outside of work. Medical, life & disability insurance, retirement plan, lifestyle and other benefits.
• Sustainability: Benefit from paid time off for volunteering and donation matching.
• Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.
• Recognition: Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.

Specific benefits may vary by location.