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About the Role

We're looking for an experienced 2nd Line Service Desk Engineer to join our Technology team, providing high-quality technical support to colleagues across our business, with a particular focus on supporting users in the United States. This role involves investigating, troubleshooting, and resolving a broad range of IT issues to ensure an exceptional user experience and maintain high service standards.

Responsibilities

• 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.

Requirements

• 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.
• Must be eligible to live and work in the UK.

Skills

• Microsoft 365 administration
• Entra ID (Azure AD) support
• Intune support
• Endpoint management
• Desktop troubleshooting
• Laptop troubleshooting
• Mobile device troubleshooting
• Peripheral device troubleshooting
• Networking fundamentals
• VPN troubleshooting
• DNS troubleshooting
• DHCP troubleshooting
• Wi-Fi troubleshooting
• Routing troubleshooting
• ITSM
• ITIL

Location

• London (Hybrid)

Work Type

• Hybrid
• Full-time

Experience Level

• 2nd Line Service Desk Engineer
• IT Support Engineer

Salary/Compensations

• Competitive base salary
• Discretionary bonus

Benefits

• 25 days Annual leave + 3 gift days for the Christmas closure + bank holidays
• Private Medical Insurance with Bupa
• 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
• Ongoing professional development
• Corporate member discounts and benefits available through Bupa and Medicash including gym discounts

About the Company

• Odgers is one of the world’s leading Global Executive Search firms with a reputation for excellence and integrity established over 60 years.
• We function as trusted advisors to our clients and candidates, engaging with a diverse range of leaders for influential roles across various industries.
• We pride ourselves on maintaining personal relationships and delivering creative, insightful service in partnership.
• We have a progressive, diverse, meritocratic, and collaborative culture offering support, training, and career development.
• We are UK-headquartered with colleagues across 58 Offices in 32 countries, specializing in over 50 sectors and functions.
• Our Hybrid working policy is based on empowerment, mutual trust, and flexibility, recognizing that time together is important for collaboration, learning, and support.
• We are committed to fostering a work environment that is safe and respectful of all individuals, supporting the inclusion and equity of our colleagues, candidates, and clients.
• We have initiatives ensuring equity at all levels, including our Allies programme, an equitable recruitment process, our Next Generation council, and a meritocratic promotion process.
• We are committed to being environmentally responsible and operating sustainably, with science-based decarbonisation targets verified by the Science Based Targets initiative (SBTi).
• We take Charity seriously and raise funds for our chosen charity, British Heart Foundation, through various events and activities.
• We offer a variety of social clubs and learning opportunities such as Brunch and Learn Sessions, Odgers choir, book club, and sports clubs.

Equal Opportunity

• We are committed to fostering a work environment that is safe and respectful of all individuals.
• We 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.
• Unlimited embodies this philosophy and our commitment to inclusion.
• We have several initiatives that ensure equity is practised at all levels of our organisation, including our Allies programme, an equitable recruitment process designed to ensure opportunity, our Next Generation council and a meritocratic promotion process.
• 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