Senior 3rd Line Desktop Support Engineer

Join us as a Senior 3rd Line Desktop Support Engineer, to help shape the future of our end‑user technology environment and ensure a resilient, secure, and scalable desktop service for colleagues across the organisation. This role acts as a senior point of technical authority within the 3rd Line support function, providing specialised guidance on escalated issue resolution, influencing engineering roadmaps, and strengthening stability and compliance across our desktop estate.

To be successful as a Senior 3rd Line Desktop Support Engineer, you should have experience with:

• Advanced MS Intune and Group Policy configuration, including the ability to design, implement and optimise policies at scale.
• In‑depth knowledge of Windows Operating Systems (Win
  11) and associated security tooling such as desktop anti‑virus and encryption technologies.
• Practical experience with M365 services, including proficient use of Microsoft Defender for Endpoint (MDE).
• Advanced device performance monitoring and diagnostic capabilities, with the ability to identify systemic issues and recommend improvements.

Some other highly valued skills may include:

• Working knowledge of MacOS, enabling support across a diverse endpoint landscape.
• Solid understanding of laptop/desktop hardware configuration and troubleshooting.
• Familiarity with ITIL processes and the ability to apply industry‑standard service practices in an enterprise environment.

You may be assessed on the key critical skills relevant for success in the role, such as risk and controls, change and transformation, business acumen, strategic thinking, and digital and technology, as well as job‑specific technical skills.

This role will be based in Knutsford.

To effectively monitor and maintain the bank’s critical technology infrastructure and resolve more complex technical issues, whilst minimising disruption to operations.

• Provision of technical support for the service management function to resolve more complex issues for a specific client of group of clients. Develop the support model and service offering to improve the service to customers and stakeholders.
• Execution of preventative maintenance tasks on hardware and software and utilisation of monitoring tools/metrics to identify, prevent and address potential issues and ensure optimal performance.
• Maintenance of a knowledge base containing detailed documentation of resolved cases for future reference, self‑service opportunities and knowledge sharing.
• Analysis of system logs, error messages and user reports to identify the root causes of hardware, software and network issues, and providing a resolution to these issues by fixing or replacing faulty hardware components, reinstalling software, or applying configuration changes.
• Automation, monitoring enhancements, capacity management, resiliency, business continuity management, front office specific support and stakeholder management.
• Identification and remediation or raising, through appropriate process, of potential service impacting risks and issues.
• Proactively assess support activities implementing automations where appropriate to maintain stability and drive efficiency. Actively tune monitoring tools, thresholds, and alerting to ensure issues are known when they occur.

• To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/ business divisions.
• Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop…