1st Line Support Engineer

Job Title: 1st Line Support Engineer
Location: London N3 / EC4M (Travel required within London)
Working Hours: Monday to Friday, 35-hour week (Flexitime)
Reporting To: IT Operations Manager

Salary Range: £27,000 - £34,000

About BKL

BKL is a Top 40 accountancy and advisory business supporting a diverse client base, from entrepreneurs and high-net-worth individuals to ambitious owner-managed businesses and multinational groups. With a legacy spanning over 130 years, we’ve evolved into a modern, purpose-driven business that balances profit with impact.

We are proud to be a certified B Corp, reflecting our commitment to sustainability, transparency, and responsible governance. As a member of DFK International, we support clients locally and internationally with cutting-edge expertise and a personal touch.

We believe all clients deserve the same level of care, innovation, and excellence.

About the Team

You’ll be joining our IT Team team, a group of 6.

The team works closely with colleagues across service lines, providing them with technical support, contributing to the ongoing improvement of our IT services and infrastructure, supporting our firm's mission to deliver high-quality financial services to our clients.

We pride ourselves on being collaborative, approachable and efficient, and offer strong support for learning and development at every stage of your career.

A Message from the Hiring Manager

I'm really excited to bring someone new into the team. You’ll be joining a group that’s ambitious yet down‑to‑earth, where people genuinely care about doing great work and supporting one another. If you love fast-paced problem‑solving, thrive on helping people, and want to be part of a driven Tech team shaping the future of our tech, this is your chance to make an impact from day one.

Your Opportunity

As a 1st Line Support Engineer, you will be responsible for providing technical support and assistance to our staff, ensuring the smooth operation of desktop, laptop, and mobile devices, as well as associated software applications. Your role will involve resolving incidents and service requests, maintaining technical documentation, and collaborating with internal teams and external vendors to deliver efficient IT services.

How You’ll Make a Difference

In this role, you will:

• Technical Support: Provide effective technical support for desktop, laptop, and mobile devices, as well as associated software applications, to ensure minimal disruption to our accountancy operations.

• Troubleshooting: Diagnose and Resolve incidents and service requests in line with established SLAs, utilising appropriate troubleshooting techniques and incident management processes.

• User Management: Manage and maintain user accounts, including password administration.

• Call Logging: Record all service desk calls, detailing time, date, staff name, location, and description of the call.

• Ticket Management: Prioritize and filter service desk calls, forwarding them to appropriate IT staff or third-party support providers when necessary. Liaise with external vendors and service providers to coordinate support activities, escalate issues as necessary, and ensure the timely resolution of IT-related issues.

• Documentation: Maintain accurate and up-to-date technical documentation, including system configurations, troubleshooting procedures, and user guides.

• Customer Service: Ensure customer satisfaction by reporting back to customers when fault resolution is complete.

You’ll Be Ideal for This Role If You Have:

• Previous experience in a similar role is highly desirable, preferably within the financial or accountancy sector.

• Proficiency in supporting desktop, laptop, and mobile devices running Windows and/or macOS operating systems.

• Familiarity with accounting software applications, such as QuickBooks, Sage, or Xero, would be advantageous.

• Experience using IT service management (ITSM) tools, such as ServiceNow, Zendesk or Halo to log, track, and manage support tickets.

• Excellent communication skills, with the ability to effectively communicate technical information to non-technical users.

• Strong problem-solving skills, with the ability to analyse complex technical issues and develop practical solutions.

• Proactive attitude towards learning and professional development, with a willingness to acquire new skills and knowledge relevant to the role. We know you have a lot to offer, which is why we give you the freedom to thrive, no matter who you are or what your background is.

Our Values

At BKL, we live by five core values:

• Think Big – Be curious, brave, and open to new ideas.

• In It Together – Collaborate, care, and build an inclusive culture.

• Take Pride – Strive for excellence and believe in your impact.

• Do the Right Thing – Act with integrity, honesty, and fairness.

• Enjoy It – Bring your whole self to work and have fun doing it.

Working With Us: Your Benefits, Wellbeing & Development

At BKL, we’re committed to creating a people-first workplace where everyone can thrive. We offer a carefully curated benefits package, wellbeing support, and meaningful development opportunities that empower you to grow your career.

Snapshot of our Benefits Package

We’ve designed a flexible, sustainable set of benefits to support your life at work and beyond:

• Private Medical Insurance (PMI) – including mental health cover, hospital treatment & 24/7 GP access

• Health Cash Plans – covering everyday costs like dental, optical & physiotherapy and an Employee Assistance Programme

• Pension scheme – helping you save for retirement in a tax-efficient way

• Group Life Assurance – peace of mind with financial protection for your loved ones

• Cashback & savings portal – discounts across hundreds of high-street and online retailers

• Cycle to Work Scheme – spread the cost of a new bike and accessories tax-free

• Electric Vehicle Scheme – sustainable transportation options that include roadside support and servicing

• Free Mortgage Advice – expert guidance for your home-buying journey

• Season Ticket Loan – support with travel expenses

• Enhanced Family Leave – generous leave policies for family-related needs

• Holiday Entitlement – generous entitlement which increases with promotion

Development & Growth

We don’t just offer jobs, we support careers:

• Clear development pathways and progression frameworks

• Professional qualifications support – including study time and funding

• Internal mentoring, coaching, and buddying schemes

• Leadership development programmes to help you grow with us

• Regular check-ins and performance conversations – driven by your goals, not just metrics

Take Your Next Step

Ready to grow your career with a company that balances ambition with purpose? Apply today and discover how far you can go at BKL.

Our recruitment process typically involves three stages:

1. An introductory Teams call with our Talent Acquisition team.

2. A first-stage interview with two team members.

3. A final interview at our London office, including a tour to give you a feel for our working environment.

Compliance & Equal Opportunities

In addition to the responsibilities listed above, you will be required to undertake GDPR training in order to fully understand the regulations and ensure all work is carried out in a compliant manner.

As part of any recruitment process, BKL collects and processes personal data relating to job applicants. BKL is committed to being transparent about how it collects and uses that data and to meeting its data protection obligations.

BKL is an equal opportunities employer and positively encourages applications from suitably qualified candidates eligible to work in the UK.

We know you have a lot to offer, which is why we want to give you the freedom to thrive no matter who you are or what your background is. You will have every opportunity to use your creativity in how you approach your work and the support to innovate.

Inclusion, diversity, and talent development are a fundamental aspect of who we are, and we welcome applications from candidates who share and champion these values. You will play an integral part in helping to make BKL a great place to work with a sense of belonging for everyone.

High challenge, high support

If you enjoy problem-solving and a fast-changing environment, you will thrive in this role.

As in all BKL roles, you will be able to take a flexible approach: balancing independent work with teamwork, and remote working with time in the office with colleagues.

You can get an insight into life at BKL here .

We’re proud to be one of the few Certified B Corporations in the accountancy sector. In joining us, you’ll become part of a business that’s committed to balancing profit and purpose.

Take your next step

If this sounds like the role for you, we’d be delighted to discuss the career you could build at BKL.

By applying, you consent to the processing of your personal data for recruitment purposes, in line with UK GDPR. Your information will be used securely, only for recruitment, and won’t be shared without your consent. For details, see our Privacy Policy - BKL