At a Glance
- Tasks: Provide top-notch technical support and troubleshoot IT issues for our US operations.
- Company: Join Odgers, a leading global executive search firm with a collaborative culture.
- Benefits: Enjoy competitive salary, private medical insurance, and generous annual leave.
- Other info: Hybrid working model with excellent career development opportunities.
- Why this job: Make a real impact while working with cutting-edge technology in a dynamic environment.
- Qualifications: Experience in 2nd Line Support and strong Microsoft 365 skills are essential.
We're looking for an experienced 2nd Line Service Desk Engineer to join our Technology team. This is a critical role providing high-quality technical support to colleagues across our business, with a particular focus on supporting users in the United States. Working as part of our Service Desk function, you'll be responsible for investigating, troubleshooting and resolving a broad range of IT issues, ensuring an exceptional user experience and maintaining high service standards across the organisation. This role is ideally suited to someone who enjoys problem-solving, takes ownership of issues through to resolution and thrives in a service-focused environment.
The role will be based in London (Hybrid) but will support our US operations; likely shifts will be 1pm - 9pm with some flexibility.
What you will be doing
- Providing 2nd line support for incidents, service requests and technical problems.
- Investigating and resolving Microsoft 365, Entra ID, Intune and endpoint management issues.
- Troubleshooting desktop, laptop, mobile and peripheral device issues.
- Diagnosing networking and connectivity problems, including VPN, DNS, DHCP, Wi-Fi and routing-related issues.
- Supporting colleagues across multiple offices and locations.
- Escalating complex technical issues whilst ensuring users remain informed throughout.
- Maintaining accurate documentation, knowledge articles and ticket records.
- Contributing to continuous improvement initiatives and Problem Management activities.
- Working collaboratively with infrastructure, security and wider technology teams to deliver excellent support.
About you
You'll bring a combination of technical expertise, strong customer service skills and a proactive approach to problem-solving. We're particularly interested in candidates who have:
- Previous experience in a 2nd Line Service Desk, Desktop Support or IT Support Engineer role.
- Strong Microsoft 365 administration and troubleshooting experience.
- Experience supporting Entra ID (Azure AD), Intune and modern device management platforms.
- A solid understanding of networking fundamentals, including: TCP/IP, DNS, DHCP, VPN technologies, LAN/WAN connectivity, Wireless networking, Network troubleshooting principles.
- Experience working within an ITSM environment.
- Knowledge of ITIL principles and best practice.
- Excellent communication skills and a user-first mindset.
- The ability to work independently, prioritise effectively and manage multiple issues simultaneously.
Hybrid Working
Our Hybrid working policy is based on the principles of empowerment, mutual trust and flexibility, recognising that we work best when we make choices about when, where and how we work. At the same time, we are reminded that time together is so important. We are a client-service business in which our relationships and our culture provide a significant advantage. Our offices remain critical to how we work; they are a place for collaboration, learning, and support and an anchor for the culture of which we are so proud. We operate a hybrid working model, which typically involves spending a minimum of 2 days in the office and the rest remotely. Your work pattern will be reliant on business demands, and we would expect you to manage your time accordingly.
At Odgers, we are committed to fostering a work environment that is safe and respectful of all individuals. We have and will always stand with and support the inclusion and equity of our colleagues, candidates and clients and are committed to improving diversity in all its forms within Odgers.
Whats on offer?
- A competitive base salary, supplemented by our benefits package and discretionary bonus.
- 25 days Annual leave + 3 gift days for the Christmas closure + bank holidays.
- Private Medical Insurance with Bupa and cash plan with Medicash.
- Group Company Pension.
- Season Ticket Loan & Cycle to work scheme.
- Give As You Earn.
- Group Income Protection.
- Group Life Assurance.
- Employee Assistance Programme.
- Charity Day.
- Wellbeing Programmes, support and speakers.
- On-boarding, induction training and ongoing professional development.
- Corporate member discounts and benefits available through Bupa and Medicash including gym discounts.
Applications
We are committed to ensuring everyone can access our website and application processes. This includes people with sight loss, hearing, mobility and cognitive impairments. Should you require access to these documents in alternative formats, need to apply in a different format or need any reasonable adjustments made for any interview please contact our Talent Team at careers@odgers.com.
If you have any comments and/or suggestions about improving access to our application processes, please don't hesitate to contact us at careers@odgers.com.
Eligibility
You must be eligible to live and work in the UK.
2nd Line Service Desk Engineer| London (Hybrid) supporting US operations | 1-9pm shifts employer: Odgers
Odgers is an exceptional employer that fosters a dynamic and collaborative work culture in the heart of London. With a strong emphasis on employee growth, we offer numerous opportunities for professional development while encouraging a flexible working environment that accommodates diverse schedules. Our commitment to maintaining a vibrant office atmosphere ensures that every team member feels valued and engaged, making it a truly rewarding place to build your career.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Service Desk Engineer| London (Hybrid) supporting US operations | 1-9pm shifts
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Odgers values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Odgers might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Odgers!
✨Direct Apply to Odgers
Let's not forget to apply directly through the Odgers website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace 2nd Line Service Desk Engineer| London (Hybrid) supporting US operations | 1-9pm shifts
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Odgers.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Odgers. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Odgers
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
