Odgers

2nd Line Service Desk Engineer | London (Hybrid) | Supporting US operations with 1-9pm shifts

The Opportunity

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. 

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. 

Odgers is one of the world’s leading Global Executive Search firms. Our reputation for excellence and integrity has been established over 60 years and we are a partnership driven by the client, candidate, and employee experience. We function as trusted advisors to our clients and candidates and engage with a diverse range of leaders for the most influential roles across a wide variety of industries. The service we deliver is creative, insightful, and most importantly, in partnership; we pride ourselves on maintaining personal relationships.

At Odgers, we are proud of our progressive, diverse, meritocratic, and collaborative culture where you will find support, training and career development working with colleagues striving for excellence in all they do. We are UK-headquartered, with colleagues across 58 Offices in 32 countries, specialising in over 50 sectors and functions. 

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.

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.

Sustainability

Modern businesses have a duty to be environmentally responsible and operate sustainably. We believe this represents not only sound commercial sense but also recognises our ethical responsibility to minimise the impact of our activities on the environment and to leave a positive legacy for future generations.

We have committed to, and set, science-based decarbonisation targets, and have received verification of these goals from the Science Based Targets initiative  (SBTi). These targets will hold us accountable to our sustainability strategy while enabling us to measure our progress. This is complemented by us continuing to provide sustainability insight to our clients and cultivating a track record within sustainable businesses and in placing sustainability leaders.

Corporate Social Responsibility

We take Charity seriously – but like to have fun too. Our CSR team are always thinking up new events and activities to get involved in and raise funds for our chosen charity British Heart Foundation. 

We also have a variety of social clubs and learning opportunities to suit everyone such as the Brunch and Learn Session, Odgers choir, the book club or one of the many sports clubs

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