Desktop Support Engineer

London, England, United Kingdom

6/23/2025

About Us

Engelhart was founded in 2013 by BTG Pactual Group as a commodities trading company. Our business model is “asset light” and highly diversified – giving us the ability to adapt effectively and nimbly to changing market conditions. We have assembled successful multidisciplinary teams, leveraging advanced fundamental analysis with deep quantitative and weather research capabilities. Our activities are underpinned by strong risk management practices and by powerful technology and operational excellence. We have exceptional teams with diverse global backgrounds and decades of experience, and are driven by a highly collaborative culture, across products and competencies.

In 2024, Engelhart acquired Trailstone, a global energy trading and technology company. The acquisition provides us with new expertise, analytics and proprietary technology which is being used to provide risk management and optimisation services to help maximise the value of our clients’ renewable power. The acquisition also expanded Engelhart’s capabilities into physical natural gas across North America, a critical fuel to support the energy transition.

Our talented and experienced individuals work together according to its four company values: be bold, be collaborative, be proactive, be your best.

Desktop Support Engineer – London, UK

About the Role

Engelhart is seeking a Desktop Support Engineer to provide hands-on, front-line technical support across our London trade floor and office. This role is ideal for someone proactive and solutions-focused, with the ability to work independently whilst collaborating with a global IT Support team. You’ll be the first point of contact for a wide range of hardware and software issues, ensuring timely resolution and excellent service delivery.

This will be a full-time role, owning the following responsibilities:

• Provide comprehensive and timely front-line support of all devices and equipment for the trade floor and office, through to resolution, and following up to ensure satisfaction.
• Diagnose and resolve day-to-day issues in relation to PC, laptop, or other devices, determining the nature of the problem and the resources needed to correct.
• Work independently in the London office and as part of the global IT Support team within Engelhart and its parent company.
• Follow a daily task log to monitor and follow-up on processing issues.
• Effectively record and monitor progress of all issues raised, providing feedback as required, and closing Help Desk tickets accordingly.
• Liaise with other support/development teams to resolve cross system issues and escalate unresolved problems in a timely manner.
• Support desktops, laptops, virtual desktops, Citrix applications, mobile devices, etc. including imaging, rollouts, moves, and updates as needed and troubleshooting.
• Update self-help documents to enable employee to fix problems themselves.
• Provide end user IT disaster recovery assistance as needed.
• On-board new users: set up AD accounts, file and folder access, applications, mailboxes, phone, etc.
• Off-boarding users: terminate AD permissions, applications access, emails, etc. while archiving data per the company’s standard procedures.
• Software installation/patch management, data import/export and system integration, support for general system administration. Responsible for maintaining, managing, and testing disaster recovery for each application as needed.
• Schedule warranty/non-warranty repairs where necessary. Act as liaison between the service vendor and the customer to minimize disruption.
• Work with vendors and employees to identify and implement positive business changes including, but not limited to new technology implementations, file/folder security changes, and application/systems installations.
• Assist with desktop support duties in other European offices on an ad-hoc basis.
• Provide occasional support outside of regular working hours to address business-critical emergencies.
• Travel as required to other global offices if necessary.
  
  

About You

In addition, we are looking for somebody with the following experience and skills:

Experience

• Extensive experience supporting users face-to-face and remotely in a desktop support setting. Demonstrable experience in a trading or financial services environment is highly desirable but not required.
• Advanced experience working with relevant end-user hardware, Microsoft operating systems, Microsoft Office and ideally, other Trading applications.
• Substantive working experience in the following technical skillsets:
• Active Directory.
• TCP/IP.
• Windows 10 and 11.
• NTFS permissions.
• PC imaging.
• Network printer management & troubleshooting.
• Overall Deskside support.
• Working experience with the following systems is a plus:
• Windows Server.
• Application packaging and deployment.
• Virtual desktops.
  

Skills

• A strong customer service mindset: the ability to successfully manage multiple priorities whilst delivering the best possible service.
• The ability to communicate effectively across different levels, functions, and locations within the business.
• Excellent English language skills.
• The ability to work with discretion and confidentiality.
• Very strong written and verbal communication skills, both in-person and face-to-face, and the ability to communicate effectively with internal and external customers, service personnel, and vendors.
• The ability to handle multiple work streams and priorities at one time, whilst working under pressure and within a fast-paced environment.
• The ability to work effectively both independently and as part of a team.
• The ability to think logically with good analytical and problem-solving skills.
• Strong critical thinking and innovative troubleshooting skills.
• Willingness to work overtime if required and be part of an on-call rotational support team, which may involve working unsociable hours.
  
  

What we offer

• Competitive compensation and participation in Engelhart’s discretionary bonus plan.
• 25 days of annual holiday entitlement, excluding UK public holidays.
• Robust benefits package such as medical, dental, life insurance, generous pension contribution, and supplemental benefits partially subsidised by the Company.
• Eligibility to receive external and internal training in accordance with our Training & Development Policy.
  
  

We believe in inclusivity and are therefore dedicated to ensuring all employees – across gender identity, race, ethnicity, sexual orientation, religion, life experience, background and more – feel welcome and included in the company. We promote diversity because we believe it is essential to our ability to think holistically.