IT Support Engineer — 2nd Line / Desktop Support (Mandarin speaking)

IT Support Engineer — 2nd Line / Desktop Support (Mandarin speaking)

Location: City of London (on-site, five days per week) | Permanent, full-time

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The role

A well-established international bank in the City of London is hiring a 2nd Line IT Support Engineer to join its small, close-knit IT team.

This is a hands-on desktop support role with genuine breadth. You'll be the face of IT for the business — owning the ticket queue, resolving escalated issues end to end, and keeping the bank's users, devices and meeting rooms running properly. It suits someone doing 1st/2nd line now who wants a step up in ownership and exposure to infrastructure, rather than sitting on a script in a large service desk.

You'll work directly with the IT Department and liaise with the overseas head office.

What you'll be doing

• Providing 1st and 2nd line support to users across the bank — desktop, laptop, mobile, printers and peripherals
• Owning incidents end to end, from logging through to resolution and escalation where needed
• User account administration across Active Directory and Microsoft 365 — starters, leavers, permissions and group membership
• Supporting Exchange, Outlook, Teams and the wider Microsoft 365 estate
• Meeting room and AV support, including setup for senior and client-facing meetings
• IT asset and configuration management — procurement, builds, imaging, tracking and disposal
• Monitoring day-to-day IT operations and escalating infrastructure issues to the engineering team
• Vendor and third-party coordination for hardware, software and support contracts
• Maintaining IT procedures and user guidance, and supporting staff training

What we're looking for

Essential

• 2+ years in a 1st/2nd line, desktop support or service desk role
• Windows 10/11 and Microsoft 365 (Exchange Online, Outlook, Teams, SharePoint)
• Active Directory user and group administration
• Confident hardware troubleshooting — desktops, laptops, mobile devices and peripherals
• Experience working to a ticketing system and SLAs
• Fluent Mandarin and English, written and spoken — you'll be corresponding directly with the overseas head office
• Comfortable working on-site in the City five days per week

Desirable

• Financial services or other regulated environment experience
• Exposure to Windows Server, VMware, Intune or Entra ID
• Networking fundamentals — switching, VPN and basic firewall awareness
• Certifications: CompTIA A+, MD-102, ITIL or equivalent