---
title: 'Service Desk Engineer at RFA'
canonical: 'https://feeny.ai/job/service-desk-engineer-rfa-london-5sh1jqbvb2tc'
type: 'job'
last_seen: '2026-09-09'
---

# Service Desk Engineer at RFA

- **Company:** RFA
- **Location:** London, United Kingdom
- **Work type:** onsite
- **Posted:** 2026-07-10
- **Last confirmed live:** 2026-09-09
- **Apply:** https://jobs.lever.co/rfa-2/26dc1c93-38c5-4e88-863f-0b12d931856b

## Job description

10am - 7pm shift

The Service Desk Engineer serves as the primary technical point of contact for RFA's global client base, delivering exceptional white-glove support across endpoint, cloud, security, and collaboration technologies. This role is responsible for providing first and second-level technical support, resolving incidents, fulfilling service requests, and maintaining high levels of customer satisfaction while supporting a diverse portfolio of managed IT services.

The Service Desk Engineer utilizes modern troubleshooting methodologies, automation tools, AI-assisted support platforms, and cybersecurity best practices to efficiently resolve issues and improve the client experience. Successful candidates demonstrate strong technical aptitude, exceptional communication skills, a customer-first mindset, and the ability to thrive in a fast-paced Managed Service Provider (MSP) environment.

## Responsibilities

- Utilize AI-enabled support tools and knowledge platforms to improve incident resolution times and service quality.
- Support Microsoft 365, Entra ID, Intune, Defender, Teams, SharePoint Online, and related cloud services.
- Assist with endpoint management, mobile device management (MDM), and device compliance monitoring.
- Respond to security-related incidents including phishing reports, compromised accounts, malware alerts, and suspicious user activity.
- Maintain accurate documentation, knowledge base articles, standard operating procedures, and technical runbooks.
- Monitor service queues and proactively identify trends, recurring issues, and opportunities for automation.
- Participate in onboarding and offboarding processes including provisioning, deprovisioning, access reviews, and asset management.
- Support hybrid and remote workforce technologies including VPN, virtual desktops, collaboration platforms, and cloud applications.
- Meet established service metrics including SLA attainment, ticket quality, first-contact resolution, and customer satisfaction goals.
- Participate in after-hours support, escalation rotations, and major incident response activities as required.
- All other responsibilities delegated by the Management team.
- May be asked to provide on-site technical support to system users by troubleshooting issues and working directly with vendors to resolve major hardware and software problems.

## Qualifications

- Associate's or Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent professional experience.
- 2+ years of experience in a Service Desk, Help Desk, Technical Support, or Managed Services environment. Strong knowledge of Microsoft 365, Entra ID (Azure AD), Exchange Online, Intune, Teams, SharePoint Online, and Active Directory.
- Experience supporting Windows 11, macOS, iOS, and Android platforms.
- Working knowledge of cybersecurity concepts including MFA, Conditional Access, endpoint protection, phishing prevention, and identity management.
- Familiarity with Azure, AWS, virtual desktop infrastructure (VDI), and SaaS application administration.
- Experience with ITSM platforms such as ConnectWise, ServiceNow, HaloPSA, Autotask, or similar systems.
- Knowledge of ITIL service management principles.
- Strong written and verbal communication skills with the ability to explain technical concepts to non-technical users.
- Preferred Certifications: CompTIA A+, Network+, Security+, ITIL Foundation, Microsoft Fundamentals, AZ-900, or equivalent.
- Experience supporting financial services, hedge funds, legal firms, or highly regulated industries preferred.

## Preferred Qualifications & Development Potential

- Associate degree in Information Technology, Computer Science, or related field, or equivalent professional experience.
- 1–3 years of experience in a Service Desk, Help Desk, Technical Support, or Managed Services environment.
- Foundational IT certifications such as CompTIA A+, Network+, Security+, Microsoft Fundamentals, or equivalent coursework demonstrating core technical knowledge.
- Demonstrated hands-on technical experience through internships, help desk roles, school IT programs, volunteer IT work, home labs, or other practical troubleshooting environments.
- Exposure to scripting, automation, or technical problem-solving through coursework, personal projects, or professional experience.
- Basic familiarity with PowerShell, Python, batch scripting, or other automation tools preferred.
- Strong understanding of Microsoft Windows, Microsoft 365, Active Directory/Entra ID, endpoint management, and common business productivity applications.
- Excellent customer service, communication, documentation, and troubleshooting skills.
- Ability to learn new technologies quickly and adapt in a fast-paced MSP environment.

Nice-to-Have Qualifications

- Experience supporting Microsoft 365, Entra ID, Intune, Azure, AWS, or similar cloud platforms.
- Experience with ITSM/ticketing systems such as ConnectWise, HaloPSA, Autotask, or ServiceNow.
- Knowledge of cybersecurity fundamentals including MFA, endpoint security, phishing awareness, and identity management.
- ITIL Foundation, Microsoft, CompTIA, or cloud certifications.
- Experience supporting financial services, legal, healthcare, or other regulated industries.

AI Competencies

- Demonstrates familiarity with AI-powered productivity tools such as Microsoft Copilot, ChatGPT, or approved company AI platforms.
- Uses AI tools to assist with troubleshooting, documentation, knowledge searches, and drafting communications while validating accuracy.
- Understands basic AI concepts, limitations, risks, and data privacy requirements.
- Follows company policies regarding the secure and responsible use of AI technologies.
- Leverages AI-generated recommendations to improve ticket resolution efficiency and customer service quality.
- Demonstrates curiosity and willingness to learn emerging AI technologies relevant to IT support.

## About RFA

## Company Overview
- **One-liner**: RFA is the first AI-native technology partner for finance, delivering managed IT, cybersecurity, cloud, and AI services to regulated industries, with deep specialization in alternative investments.
- **Entity Type**: Private (acquired by Titan in 2025; Titan backed by a $74M round led by General Catalyst)
- **Headquarters**: London, UK (global HQ) with major presence in New York, USA; offices across North America, Europe, and Asia-Pacific
- **Founded**: 1989
- **Founders**: Richard Fleischman (as Richard Fleischman & Associates)

## Core Business
- **Primary industries**: IT services, cybersecurity, managed cloud, and AI for financial services and other regulated industries
- **Target customers**: B2B – hedge funds, private equity firms, asset managers, and other regulated financial institutions
- **Mission/purpose**: To be the technology partner finance has trusted since 1989, delivering secure, AI-augmented operations for fast-moving, highly regulated organizations

## Products & Services
- **Managed AI**: Governed AI agents that augment human experts, built on the Titan platform, with automation, monitoring, and analytics embedded into IT operations.
- **Managed Cybersecurity**: 24/7 SOC, managed detection and response, and vCISO leadership – security is baseline for every service.
- **Managed IT Services**: End-user support, network solutions, and system management with proactive issue resolution.
- **Managed Cloud**: Azure, AWS, and Microsoft 365 managed as a single estate with resilience and cost control.
- **Compliance & Advisory**: Security leadership on tap, plus a control environment built to meet investor DDQ and regulatory exam requirements.
- **Development**: Data warehouses on Snowflake or Databricks, modelled in dbt, with reporting and applications on top.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed (Titan’s $74M funding round valued the platform, but RFA’s standalone valuation is not available)
- **Key Metric**: Annual revenue of **$123.3M** (LinkedIn estimate); supports **$1.5T+ in client AUM** across **700+ financial firms**
- **Notable Investors/Partners**: General Catalyst (lead investor in Titan); Titan’s team includes engineers from Scale AI, Vanta, and Two Sigma
- **Growth Signals**: Acquired by Titan in 2025 (covered by Wall Street Journal); employee headcount of 203 (+5.2% YoY); global presence in 14 locations across 19 countries

## Competitive Advantages
- **AI-native MSP**: The Titan platform embeds governed AI agents into every service, differentiating from traditional MSPs.
- **Deep regulatory specialization**: Built specifically for capital markets and alternative investments – controls, documentation, and reporting meet investor DDQ and regulatory exam requirements.
- **Security-first foundation**: 24/7 SOC and vCISO leadership are included in every engagement, not added as an afterthought.
- **Global coverage with local compliance**: Offices in North America, EU, and Asia-Pacific ensure consistent service and regulatory adherence across jurisdictions.

## Strategic Focus
- Expanding the AI-native platform to further automate IT, security, and compliance for financial firms.
- Deepening specialization in alternative investments (hedge funds, private equity).
- Scaling the Titan platform to new regulated industries while maintaining security and governance at the core.

## Why Work Here
- **Culture**: Emphasis on internal promotions, continuous professional development, and long-standing team bonds.
- **Work model**: Hybrid and remote options available (some roles on-site in London, New York, India, etc.; global remote roles exist).
- **Notable perks**: Opportunity to work at the intersection of AI, cybersecurity, and finance; be part of a newly AI-native organization backed by top-tier VC (General Catalyst); access to a global team across 19 countries.
- **Engineering culture**: Augmented by the Titan platform – engineers work with AI agents, cloud infrastructure, and security systems in a regulated environment.

## Sources
1. [RFA Official Website](https://www.rfa.com/)
2. [RFA About Page](https://www.rfa.com/about-us)
3. [RFA Careers Page](https://www.rfa.com/careers)
4. [RFA Jobs on Lever](https://jobs.lever.co/rfa-2)
5. [RFA LinkedIn Profile](https://www.linkedin.com/company/rfa)

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