IT Exec Support Engineer in London

You will be hired as an IT Executive Support Engineer to provide dedicated technical support to senior executives and VIP users in the UK office locations.

Key Responsibilities

• First contact for high-priority incidents and requests for executives and senior business stakeholders.
• Provide first-to-second line IT support for over 500 global VIP employees.
• Maintain an excellent standard of support and build relationships with key executives and PAs.
• Manage tickets via ServiceNow.
• Set up and maintain laptops, desktops, mobile devices and peripheral equipment for executives.
• Provide mobile device support and advanced troubleshooting (Apple & Android technologies).
• Proactively identify potential technical issues, implement preventive solutions and perform root-cause analysis.
• Liaise with, delegate tasks to and coordinate with relevant teams for escalation.
• Support the Exec Support Specialist and, when necessary, escalate issues to the Head of IT.
• Perform Active Directory, user and computer administration.
• Ensure seamless functionality of Microsoft Office 365, collaboration tools and enterprise applications.
• Basic MacOSX support and basic network troubleshooting.
• Participate in ad-hoc support requests, desk moves, desk-side support and home visits.
• Travel to global office locations to support senior executives during business-critical conferences and meetings.
• Provide support during core business hours (8am-6pm, Mon-Fri) and, on occasion, out of hours, including weekends and bank holidays.

Skills and Abilities

• Strong communication, professionalism and discretion when handling sensitive executive support.
• Understanding of the importance of excellent customer service and a “can do” attitude.
• Excellent written and verbal communication skills.
• Confidence to interact with senior management, clients and colleagues.
• Proficiency in working within a team environment.
• Logical thinking and ability to remain calm under pressure.
• Strong prioritisation skills and adherence to process.
• Patience and empathy when dealing with customers and colleagues.
• Effective problem-solving based on clear reasoning and sound rationale.
• Tactful, diplomatic and able to thrive in an ever-changing environment.
• Capability to work proactively, under pressure and independently with minimal direction.
• Good understanding of Apple mobile devices.
• Strong background in Microsoft products (Office, Windows).
• Comfort using web-conferencing, collaboration tools and apps such as Microsoft Teams, Zoom, WhatsApp and Cisco Webex.

Knowledge & Experience

• IT industry experience.
• Microsoft Windows11, Microsoft OfficeO365 and Microsoft Teams.
• Video conferencing technologies.
• AppleOSX / Apple Mobile.
• Active Directory.
• Mimecast.
• ITIL best practice.
• Remote support tools.
• Incident, Request, Problem and Change Management.
• Administrative and clerical procedures.
• Compliance with FCA requirements and data-protection, AML, etc.

Professional Qualifications

• ITIL Foundation V4 – required.

Compliance & Regulatory Responsibilities

• Remain compliant with FCA requirements.
• Obtain appropriate approvals to ensure compliance with company policy, procedures and regulatory requirements (data protection, money laundering, etc.).
• Share best practices and information within the team.
• Maintain accurate workplace records and documentation.

Reasonable Adjustments

We are committed to providing reasonable accommodations such as software, IT, and office setups, flexible hours, or hybrid working where possible. Not all positions can accommodate changes to working hours or locations.

Benefits – What We Offer

A career that you define. We value diversity, support each other in everyday and challenging moments, and are determined to make a positive difference at work and beyond.