IT Field Service Support Engineer – UK South

Who are we?

Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries.

People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities – work / life balance, career progression, sustainability, volunteering – you’ll find like-minded people driving change at Howden.

Job Role

IT Field Service Support Engineer – UK South

Department

IT

Line Manager

Desktop Support Manager / Head of Global IT Support

Company

Howden Group Services

Location

Southeast – Southwest

Role Definition

IT Field Service Support Engineer required to provide onsite technical support across our UK South regional office locations

Key Responsibilities / Accountabilities

• 2nd line Desktop Support to employees across our Group and HUK&I locations in the South of England
• Deliver onsite support for hardware, software, printers and mobile devices
• Ad hoc executive support to senior management and VVIP’s
• Collect, deliver, and deploy IT hardware across Group & HUK&I offices across the South
• Managing tickets via service management tool ServiceNow ITSM
• Assist in supporting on-site hardware refreshes, deployments, and technology rollouts
• Assisting IT team members with difficult or reoccurring incidents and issues
• Support office openings, acquisitions, integrations and relocation activities from an IT perspective
• Advanced troubleshooting and root cause analysis
• Liaising with and delegating tasks to relevant teams for escalation
• Basic network troubleshooting
• Owning unresolved Issues and Liaising/delegating tasks to relevant teams.
• Maintain deployment schedules, site visit plans, and inventory records
• Advanced Mobile device support – Apple & Android Technologies
• Active Directory Users and Computer administration
• Windows 11 Support
• MAC OS X support
• Participate in ad-hoc support requests, Desk moves, Desk side support
• Using IT tools for troubleshooting and for fixing issues; Active Directory, Office365, Mimecast, Intune, SCCM, Tanium, Azure
• Supporting the business outside of core business hours as/when necessary inc weekends.

Skills and abilities needed to perform role

• An understanding of the importance of excellent customer service and a “can do” attitude
• Excellent communication skills, both written and verbal
• The ability to interact confidently with clients and colleagues
• The ability to thrive in a team environment
• The ability to work independently with minimal supervision
• The ability to think logically
• Strong interpersonal skills
• Strong prioritisation skills and ability to follow process
• Patience and empathy when dealing with customers and colleagues
• Effective problem-solving skills based on clear reasoning and sound rationale
• Tactful, diplomatic and able to thrive in an ever-changing environment
• Ability to work pro-actively, under pressure and independently with minimal direction
• A good understanding of mobile devices, such as Apple smartphones and tablets
• Strong background in Microsoft Office
• Strong background in Windows
• Familiarity and comfort in using web conferencing and collaboration tools and applications such as Microsoft Teams, Zoom, Webex etc.

Knowledge and Experience

• IT industry experience
• Microsoft Windows 11
• Active Directory
• CoreView
• Microsoft Exchange
• Office365
• Mimecast
• Microsoft Teams
• Apple Business Manager
• Zoom
• SCCM
• MS AutoPilot
• MS CoPilot
• ITIL Best Practice
• Remote Support Tools
• Incident, Request, Problem and Change Management
• Knowledge of administrative and clerical procedures

Compliance and Regulatory Responsibilities

• To remain compliant with FCA requirements at all times
• To obtain appropriate approvals to ensure compliance with company policy, procedures and regulatory requirements/rules, with regards to data protection, money laundering, etc.
• To share ideas, best practice and other information within the team
• Ensure that own performance, HR and T&C records are up to date and meet the Company’s requirements
• Maintain accurate records and deal with correspondence appropriately

Professional Qualifications

• Relevant professional IT qualifications
• ITIL Foundation V4

What do we offer in return?

A career that you define. At Howden, we value diversity – there is no one Howden type. Instead, we’re looking for individuals who share the same values as us:

• Our successes have all come from someone brave enough to try something new
• We support each other in the small everyday moments and the bigger challenges
• We are determined to make a positive difference at work and beyond

Reasonable adjustments

We’re committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours* or hybrid working*.

*Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.

Permanent

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