Reporting to the 2nd Line Support Team Leader, you will handle escalations from the Service Desk and be responsible for the creation and standardisation of automated tasks as well as the formalisation of procedures for the Service Desk Team.
What does the job involve?
- Responsible for 2nd line support, both in person and remotely via MS Teams, phone and remote access tools
- Identifying areas for improvement within Service Delivery Team via automation and standardisation
- Help to plan and execute project work within Technology Services
- Maintain documentation and educate the Service Desk in IT Best Practise and more complex technologies
- Take ownership of technical problems and see through to resolution even when passed to third parties.
- Liaising with other members of the team for support and escalation, providing adequate and accurate information to discuss and review escalated calls.
- Install, maintain, and support new applications.
- Review services, application delivery, and patching processes.
- Administer backup and restore operations.
- Collaborate with various business and technical teams to enhance overall service delivery.
- Ensure that all duties are carried out with the aim of protecting customers and improving customer experience.
- Supporting and enabling the business to achieve its regulatory requirements, including consumer duty.
Competence, Knowledge and Skills
- Excellent customer service and communication skills, with the ability to explain technical issues to non-technical customers.
- Extended administration and troubleshooting experience of the following systems: Entra/Active Directory, Windows 11, Group Policy, MS Exchange, SharePoint, Office 365 and Jira.
- Automation through use of PowerShell, coding and APIs,
- Knowledge and interest in automation software i.e., Jenkins, AdTempus etc.
- Excellent problem-solving and analytical skills, evident via work experience or technical qualifications.
- An active knowledge of information technology, and a passion for keeping up to date with the latest technologies.
- Desire to learn new skills and progress professionally.
- Ability to work under own initiative as well as part of a team.
- Ability to quickly learn and adapt to new systems and technologies, ensuring minimal disruption to service delivery and maintaining high levels of productivity.
- Experience in troubleshooting desktop and system problems, diagnosing, and resolving hardware/software issues. Proficiency in Windows Server and Windows 10/11.
- Incident and problem management experience, provide effective solutions and workarounds to incidents and problems.
- Capability to prioritise and manage multiple open cases and small projects simultaneously.
- Solid understanding of network infrastructure and protocols. Experience with network troubleshooting tools.
- Experience with backup and recovery solutions and strategies.
- Basic knowledge of database management systems (SQL, MySQL).
- Strong experience with cloud services, including cloud migration projects.
- Knowledge of ITIL best practices and experience in an ITIL-based environment.
About AJ Bell
AJ Bell is one of the UK’s fastest-growing investment platform businesses, providing award-winning solutions for everyone, from professional financial advisers to first-time investors.
Today, over 644,000 customers trust us to manage more than £103.3 billion of assets. By continually striving to make investing simpler and more accessible, we’re helping more people take control of their financial futures.
We’re proud to be recognised as one of the UK’s Best 100 Companies to Work For for six consecutive years, and a Great Place to Work® in 2025 and 2026 a reflection of our supportive and collaborative culture.
What we offer
- 25 days holiday, increasing with service + buy/sell scheme + bank holidays
- 6% Pension with matched contributions
- Discretionary bonus scheme
- Share schemes (including free shares and BAYE)
- Health Cash Plan and discounted private healthcare
- Free onsite gym
- Enhanced family leave (subject to qualifying criteria)
- Travel and bike loan schemes
- Employee Assistance Programme
Life at AJ Bell
- Regular social events including summer and Christmas parties
- Learning and development opportunities tailored to you
- Casual dress code
- Friendly, supportive team environment
Our ways of working
We offer hybrid working, with a minimum of 50% of your working time per month spent in the office.
For new starters, there’s an initial period of full-time office working to help you settle in and build relationships.
Inclusion & diversity
We’re committed to creating an inclusive environment where everyone feels respected and able to be themselves at work.
We welcome applications from all backgrounds and make hiring decisions based on skills, experience and potential.
Top Skills
What We Do
AJ Bell was formed in 1995 and is now one of the leading online investment platforms in the UK. We provide customers and advisers with wide investment choice, low-cost delivery, market leading online functionality and first class service to help them manage investment portfolios within SIPPs, ISAs and Dealing accounts. We are a fast growing and profitable company, with over 484,000 customers and £76.2 billion of assets under administration. We are part of the FTSE 250 on the Main Market of the London Stock Exchange.
