2nd and 3rd Line Support Engineer

  • Zopa
  • London, United Kingdom
  • Nov 12, 2017
Full time Information Technology

Job Description

At Zopa, we’re shaping the future of finance.   We offer simple loans and smart investments that help people take control of their finances and do more with their money. In the 12 years we’ve been in business, we’ve helped more than 60,000 people lend over £2 billion to 246,000 UK consumers.   And our journey’s only just beginning. In November 2016 we announced our plans to build a next generation bank so that we can bring a greater range of smart, ethical finance products to even more people.   Role overview   The 2nd and 3rd Line Support Engineer's role is to support the stable operation of Zopa Infrastructure and Applications.  You will be providing 2nd and 3rd line support to all employees. This includes company supported applications, troubleshooting computer and network problems, proactively monitoring alerts and determining the source of issue to ensure SLA’s are adhered to.  In addition, the role will also involve application and hardware project-based work.   This is a new role as part of the Workplace Technology department created as a result of growth of Zopa.


Key responsibilities

    • Interrogation of the Service Desk ticketing system throughout the day to provide effective responses and resolutions to queries or issues. Ensuring that raised tickets are responded to within SLA timescales.
    • Responding to calls or e-mails on the service desk, adhering to strict Service Level Agreements for fault resolutions and service requests completions
    • Carry out installations and support of end user workstation hardware, software, networked peripheral devices, cabling, and networking hardware and software products by testing, maintaining, monitoring, and troubleshooting in order to determine source of computer problems (hardware, software, user access, etc.)
    • Conduct updates of network asset management register to ensure that any changes to set up, location or configuration of kit is logged in a timely and appropriate manner, where any additional hardware or software is included within the network component inventory.
    • Prepare, maintain, and adhere to procedures for logging, reporting, and statistically monitoring network data as directed.
    • Adhere to business continuity and disaster recovery plans, and maintain current knowledge of plan executables.
    • Respond to emergency network outages in accordance with business continuity and disaster recovery plans.
    • Perform system backups and recovery with all systems in line with the backup policy as directed.
    • Administer and maintain end user accounts, permissions, and access rights as directed by change requests from the Service Desk and in line with the Network Security Policy.
    • Adopt a proactive approach towards all client activities.
    • Collaborate with all of the IT Operations departments when required to ensure business objectives are met.
    • This role interacts with all departments internally. External relationships involve third party suppliers, vendors and clients.
    • Participate in 24/7 on-call rota and provide technical support and resolutions

Expected impact

    • Improved support and operations.
    • Improved ROI.
    • Improved collaboration, utilisation and efficiency across technical services.
    • Unified team which promotes business strategy and common goals.
    • Improve client escalation and resolution process.
    • Ability to support delivery of projects with chosen technologies.
    • Improved customer experience and retention.


    • Knowledge and experience in Microsoft, VMWare and Cloud technologies.
    • ITIL Foundation and understanding of ITIL best practices.
    • Previous experience working on an IT service desk.
    • Solid Desktop, Networking and Server support experience.
    • Excellent oral and written communication skills. 
    • Ability to prioritise work under pressure and to strict deadlines.
    • Ability to communicate and advise technical/service information to different levels.
    • Good general overall technical understanding of all new technologies.
    • General Support and Operations background.
    • WAN/LAN/Networking skill sets.
    • Good understanding of PC hardware and Microsoft operating systems