1st line IT Support Engineer

1st Line IT Support Engineer

Location: London, United Kingdom
Working time: Full-time
Contract type: Permanent

About the Role

For our Innovation & Technology division in London, we are looking to hire an IT Support Engineer. In an era of digitalisation and modern IT infrastructure, you will work closely with business units to support a technology-driven bank.

In this role, you will diagnose software and hardware issues and provide technical fixes. Support may be delivered over the phone, remotely, or in person at the desk. You will cover one or more areas of expertise and assist with upgrades and fixes as required.

The ideal candidate will have extensive knowledge of Citrix, Windows OS, Office 365, Intune, Fidessa, Bloomberg, Cisco telephony, and some basic network knowledge.

Key Responsibilities

• Act as an internal “Technical Support Technician” for all IT Workplace-related support.
• Work across a broad range of technologies and liaise with multiple business areas to support incidents, problems, and requests.
• Handle IT requests via ServiceNow tickets, phone, email, live chat, or instant message, and explain solutions in both technical and non-technical terms.
• Provide comprehensive issue resolution for the business (onsite, phone, and remote).
• Support offsite conferences.
• Perform administrative tasks in IT systems.
• Participate in IT projects (e.g., mobile device migration projects).

What We’re Looking For

• Committed and client-oriented, proactive approach with a focus on excellent customer service.
• Proven experience supporting:
  • Windows Server and Windows 10/7
  • Group Policy and Active Directory
  • Citrix XenApp, UMS Admin
  • Mobile devices (Apple) and basic Mac support
  • Intune administration
  • Telephony
  • Azure (experience)
  • Printers, thin clients (HP & IGEL)
  • Desk setup
  • Bloomberg and Fidessa
  • Microsoft Office
  • Uniflow Print Server
  • IPC & Cisco telephony
• Knowledge of LAN, WAN, and WiFi networks and technologies, including leased lines.
• Effective time management with the ability to multi-task, organise, and prioritise daily business needs and IT projects.
• Flexibility for occasional weekend work and out-of-hours support, and willingness to travel to support Berenberg conferences.

What We Offer

• Private pension plan: 10% of base salary contribution by Berenberg
• Generous 30-day holiday allowance
• Private Health Insurance
• Life Insurance scheme
• Flexible working hours
• Enhanced parental leave policies
• Employee Assistance Programme offering counselling sessions related to mental health, financial well-being, and other topics