Lead Engineer - Systems

Out of hours shift 3pm - 11pm UK time. This is vital for us as it fills the gap between the UK finishing and AUS/SGP coming online. A L1/L2 helpdesk engineer will be fine for this role but experience/knowledge of SSO and automation concepts are important

Role Overview

The Desktop Analyst provides first- and second-line support for end-user computing across Thredd environment. This role ensures the stability, security, and performance of desktop, laptop, and peripheral infrastructure, supporting a hybrid workforce in a regulated payments technology environment.

Key Responsibilities

• Provide L1/L2 support for hardware, software, OS, and peripherals across Windows and macOS environments
• Manage device provisioning, configuration, and decommissioning via MDM (Intune / JAMF or equivalent)
• Troubleshoot and resolve incidents within agreed SLA targets; escalate to L3 or vendor where appropriate
• Administer end-user accounts, access rights, and group policies in Active Directory / Azure AD
• Support onboarding and offboarding workflows including asset tracking and access lifecycle management
• Coordinate with the infrastructure and security teams on patch management, vulnerability remediation, and CyberArk endpoint privilege management
• Maintain the CMDB and asset inventory with accuracy
• Contribute to knowledge articles and runbooks for the support team and Thredd Academy
• Identify recurring incident patterns and propose permanent fixes or process improvements

Required Skills & Experience

• 2–4 years in a desktop/end-user support role in a corporate or GCC environment
• Hands-on with Windows 10/11 and macOS; proficient in troubleshooting both
• Experience with MDM tools (Intune preferred) and Active Directory / Azure AD
• Familiarity with ITSM platforms (ServiceNow, Jira Service Management, or equivalent)
• Working knowledge of endpoint security practices and privileged access tools (CyberArk desirable)
• Strong communication skills; able to support non-technical end users clearly and patiently
• Experience in a financial services, fintech, or regulated industry is an advantage

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Desirable

• Exposure to cloud environments (AWS preferred, given Thredd's estate)
• CompTIA A+, Microsoft MD-102, or equivalent certification
• Experience supporting a remote/hybrid workforce

Behaviours

• Service-oriented, responsive, and ownership-driven
• Methodical in troubleshooting; documents findings consistently
• Collaborative across infra, security, and business teams