Senior Desktop Engineer

Senior Desktop Support Engineer

We are seeking a Senior Desktop Support Engineer with strong infrastructure and network support exposure to provide high-quality, responsive support to C‑suite executives and front‑office users. This role sits between desktop support and infrastructure teams and requires someone comfortable operating in high‑pressure, business‑critical environments.

You will act as a trusted point of contact for senior stakeholders, owning issues end‑to‑end and ensuring minimal disruption to the business.

Key Responsibilities

• Provide 1st and 2nd line support for desktops, laptops, mobile devices, and end‑user applications
• Deliver “white‑glove” support to C‑suite, executives, and front‑office staff
• Resolve escalated and complex issues independently, with minimal hand‑offs
• Provide desk‑side, remote, and out‑of‑hours support where required
• Troubleshoot issues across Active Directory / Azure AD, O365 / Exchange, Citrix / VDI, VMware, File services and access permissions
• Work closely with infrastructure teams to resolve root‑cause issues
• Support user onboarding/offboarding (joiners, movers, leavers)
• Assist with rollouts, upgrades, imaging, and device builds
• Diagnose and resolve network‑related issues including VPN connectivity, Wi‑Fi and LAN issues, DNS / DHCP‑related problems
• Liaise with network engineers for deeper escalations
• Understand how network components impact end‑user services
• Log and manage incidents and requests via ServiceNow (or similar ITSM tools)
• Meet SLAs and prioritise issues based on business impact
• Contribute to documentation, knowledge bases, and service improvements
• Mentor junior support engineers where required

Required Experience & Skills

• Proven experience as a Senior Desktop / VIP Support Engineer
• Direct experience supporting C‑suite and senior executives
• Background in front‑office or financial services environments
• Strong 1st & 2nd line troubleshooting skills
• Solid understanding of infrastructure components and how they interact
• Excellent communication and stakeholder management skills

Technical Experience

• Windows and macOS
• Office 365
• Citrix / VDI
• VMware
• VPN technologies
• Basic networking concepts (LAN/WAN, DNS, DHCP)

Seniority Level

Mid‑senior level

Employment Type

Full‑time

Job Function

Finance, Information Technology, and Product Management

Industries

Financial Services, Investment Banking, and IT System Operations and Maintenance