Vacancy description


2nd / 3rd Line Back Office Engineer (0186)

The Role

We are looking for a 2nd/3rd line support engineer with a strong technical background and solid experience in all aspects of technical support. The support engineer will be responsible for investigating a wide range of technical issues.

This will be a hands-on technical role with plenty of opportunities to explore new technologies in both test and live environments.


The successful candidate should be a driven individual, that enjoys problem-solving and taking control of situations to drive home technical solutions whilst always putting our end users needs first.

Some of the technologies the candidate would be expected to deal with include Windows Desktop (Win7 and 10) , Windows Server (2008-2016), Active Directory, VMware, Microsoft Exchange, Office 365, Citrix XenApp/XenDesktop, RDS. There would also be a need for a good understanding of networks, this would be mainly, but not limited to Fortinet and Cisco.

  • To provide full 2nd / 3rd line support to all ED&F MAN’s End Users locally in London and remotely to all the offices globally
  • Manage the installation and maintenance of hardware and software including servers, workstations, mobile devices etc
  • Test, plan and supervise the deployment of new operating system releases, vendor patches, commercial software releases, and public domain software.
  • Working alongside the ServiceDesk team to resolve support calls and to offer advice and assistance to the more junior staff
  • To escalate & work with third party suppliers to successfully resolve issues
  • Incident management
  • Assist other members of the support team
  • Assisting with creation of technical documentation
  • Management and maintenance of Active Directory (Inc. DNS, DHCP etc.)
  • Monitoring of the infrastructure to proactively identify issues before they occur
  • Respond to, investigate, where possible solve or assign any service desk incidents logged to the infrastructure team
  • Carry out ad-hoc project based implementation work
  • Manage backups and restores using Asigra and Veeam
  • Assisting Network and communication providers with on site support

Skills & Qualifications

A high level of technical skills is essential for this role, with a fundamental understanding of Networking, Microsoft products and virtualization. In addition, the following skills are required:

  • Demonstrable experience in a similar role
  • Good understanding of general server, storage and networking technologies
  • Client focused
  • Maintain awareness of new and emerging technologies
  • Decision making – displays a willingness to make decisions; exhibit sound and accurate judgement and include appropriate people in the decision-making process
  • Solid experience and understanding of installation, configuration and maintenance of Windows Server 2008 R2 upwards
  • Experience in the installation and use of MS Office 365
  • Good working knowledge of VMware ESX, vSphere Platform
  • Active directory including DHCP, DNS, the creation, testing and assignment of Group Policy objects
  • Hardware builds and server components
  • Good working knowledge and use of remote technologies such as Bomgar and RDP
  • Ability to manage incidents through to resolution
  • Strong analytical and problem solving abilities
  • Initiative to seek information in unstructured and undocumented environment
  • ITIL processes and desire to follow processes with little formal control

Desirable Skills/Knowledge

  • Good working experience with VMWare, configuration and support is not essential but beneficial
  • Strong troubleshooting ability
  • Prior experience in the deployment of application and operating systems using SCCM
  • MCSA or above
  • CCNA or equivalent Network monitoring and SNMP
  • Experience in working in an MSP
  • Knowledge of the ServiceNow product suite

Who We Are

Established in 1783, ED&F Man is an employee-owned agricultural commodities merchant with 7,000 people in 60 countries and annual revenue in excess of $10bn.  We trade sugar, coffee, molasses, animal feed, grains and pulses. We help our counterparties manage price risk through hedging and provide access to commodity and capital markets through our brokerage business.

We source, store, process, ship and distribute agricultural products including sugar, coffee, molasses, animal feed, grains and pulses. Each year we trade 11m bags of coffee, 11m tonnes of sugar and 6m tonnes of animal feed. We work closely with our customers and suppliers and help our counterparties manage price risk through hedging.

Essential Behaviours

Here at ED&F Man we are guided by our five company values: Respect, Integrity, Meritocracy, Client Focus and Entrepreneurship.

Our values are underpinned by a set of essential behaviours, which form part of our performance management approach.  Delivering on our objectives is very much about ‘what’ we do, but these essential behaviours also provide a guide and measure for ‘how’ we do things.

As part of the annual performance review, all employees are measured either against a set of five Leadership Essentials if you are a people manager or four Performance Essentials if you are an individual contributor.


1. Drives Innovation
2. Leads People
3. Delivers Results
4. Collaborates
5. Manages Resources


1. Drives Innovation
2. Leads People
3. Delivers Results
4. Collaborates

Equal Opportunities Statement

ED&F Man is committed to promoting equal opportunities in employment.  All qualified applicants will receive equal treatment without regard to race, colour, sex, gender, age, religion or belief, ethnic or national origin, marital or civil partner status, physical or mental disability, military or veteran status, sexual orientation, gender reassignment (identity, gender expression), genetic information or any characteristic protected by local law.  

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3 London Bridge Street, London, United Kingdom, SE1 9SG
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