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Braemar is one of the world’s largest Shipbroker and provider of expert advice in shipping investment, chartering, marine & energy industries, and risk management with offices in Europe, APAC, UAE, and USA. The Group comprises of three operating divisions: Shipping Investment Advisory, Chartering and Shipping Risk Advisory. These work together to offer a unique combination of skills for clients, at anytime, anywhere in the world. Shipbrokers acts as an intermediary between two parties in the shipping industry.

The Role

Working as part of a Global Service Desk, the Desktop Support Engineer is responsible for providing high-quality, customer-focused IT support to end users globally. You will be primarily based in our London office and will be responsible supporting desktop hardware, software, and applications, as well as assisting with IT service requests, incidents, and joiner/mover/leaver (JML) processes. The Desktop Support Engineer will play an important part in ensuring smooth day-to-day IT operations in line with ITIL best practices.

Responsibilities

• Provide 1st/2nd line IT support to staff in the London office and remotely to global users.
• Troubleshoot and resolve hardware, software, network, and mobile device issues.
• Manage JML processes including account setup, equipment provisioning, and deprovisioning.
• Escalate incidents appropriately to Infrastructure, Security, or Development teams as required.
• Support ITSM tool workflows, ensuring tickets are updated and closed within SLAs.
• Maintain and update IT documentation and knowledge base articles.
• Assist in maintaining IT asset inventory and support lifecycle management.
• Participate in global support handovers with APAC/AMER teams.
• Contribute to service improvement initiatives as directed by the Team Lead.
• Provide excellent customer service and promote good IT practices within the business.
• Participate in project work within the IT department as required.

Required Skills and Qualifications

• Provide 1st/2nd line IT support to staff in the London office and remotely to global users.
• Previous experience in IT desktop or service desk support (1st/2nd line).
• Strong knowledge of Windows OS, Microsoft 365, Teams, and Active Directory.
• Basic networking knowledge (DNS, DHCP, Wi-Fi, VPN).
• Familiarity with ITSM/ticketing systems.
• A can-do and proactive attitude to problem-solving.
• Customer-focused with ability to support users of varying technical knowledge.
• Any Microsoft or CompTIA certifications (advantageous).
• Excellent communication skills and team working skills.
• Willingness to travel to international offices (desirable).

Hours

The role will involve working in a shift pattern (between 07:00-18:00) on a rota basis. You will also be part of an out of hour’s rota covering IT Support between the hours of 18:00 and 00:00 plus weekends. Some additional out of hours work will also be required to facilitate desk moves/set-ups and upgrades.