End User Support Engineer

Hargreaves Lansdown Asset Management Limited; Bristol; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading FTSE 100 FinTech firm in Bristol is seeking an End User Support Engineer to address technical issues for Windows and Mac systems. Candidates should possess strong IT support experience, knowledge of Microsoft Office 365, and excellent communication skills. The role involves working closely with colleagues to ensure a seamless onboarding process and high-quality tech support. This full-time position offers competitive salary packages and perks including flexible working options, health insurance, and a discretionary bonus.

Benefits

Discretionary annual bonus

25 days holiday plus bank holidays

Flexible working options

Pension scheme up to 11% employer contribution

Private medical insurance

Qualifications

• 4 Years previous experience in IT Technical support role.
• Excellent knowledge of Microsoft Office 365 and MS Operating Systems.
• Good working knowledge of Microsoft Intune and SCCM.

Responsibilities

• Troubleshoot and resolve technical issues for end user devices.
• Champion asset management life cycle and ensure timely support.
• Provide stellar customer service at the Tech Bar.

Skills

Technical support experience

Excellent communication skills

Customer focused

Flexibility

Ability to resolve issues under pressure

Education

ITIL Foundation (desirable)

Tools

Microsoft Office 365

Microsoft Intune

SCCM

ITSM tools (e.g., ServiceNow)

Job description

Excited to grow your career?

Our purpose is to empower people to save and invest with confidence. We are looking for great people to join us, so please come and invest in YOUR future at HL

About the role

Hargreaves Lansdown, a leading FTSE 100 FinTech company, is undergoing a technology transformation. As part of this journey, we are looking for an End User Support Engineer with considerable experience in supporting a Windows and Mac environment; someone who enjoys working with a variety of technologies and wishes to further their career by helping us achieve HL's mission.

What you'll be doing

• Troubleshooting and resolution of technical issues related to all end user hardware and software, including Windows and Mac
• Lead and champion the asset management life cycle
• Work closely with our Vulnerability Management team, ensuring OS and software on all devices is up to date.
• Performing laptop builds and updating of software packages using SCCM and Intune
• Adhering to the joiner and mover process, ensure colleagues have the required end user devices prior to their start date
• Ensure all joiners have a great on-boarding experience. This includes providing end user devices, shipping, and conducting remote laptop handover, connecting to the HL network and able to work
• Ensure all actions are recorded in our ITSM tool. Keeping colleagues informed of the progress of their requests.
• Systematically interprets colleague requests and identifies solutions and possible side effects
• Being the 'face of IT' working in our modern Tech Bar. Delivering great customer service. Supporting colleagues who drop in with their end user devices. Identifying repeat issues and through root cause analysis proactively resolving
• Ensure all requests are resolved within SLA
• Ensure the end user devices in the office are maintained and supported
• Continuous review the services we are offering the end users and contribute to proactive change
• Occasionally overseeing and managing contractor installations out of core business hours

About you

• 4 Years previous experience in IT Technical support role
• Excellent knowledge of Microsoft Office 365 and MS Operating Systems
• Understanding of ITIL (ITIL foundation is desirable)
• Good working knowledge of Microsoft Intune and SCCM
• Use of and understanding of IT Tools, Active Directory, Azure AD
• Excellent communication skills, customer focused and a positive attitude
• Ability to plan, prioritise and complete your own work
• Willingness to engage with and work in other technologies
• Flexible and adaptable when dealing with changing requirements and priorities
• Able to resolve issues or come up with a workaround while under pressure

Desirable Technologies

• Experience using ITSM tools such as ServiceNow
• Microsoft Autopilot
• Microsoft Defender
• JAMF
• Apple Mac OSX
• Apple iOS
• Microsoft Teams Rooms
• Networking technologies such as TCP/IP, VLANs

Interview process

This will be a 2 stage interview process. The interviews will consist of a 30-minute Teams call and an on-site interview

Working Schedule

We are based in Bristol, BS1 5HL. This role is permanent, full time, 37.5 hours per week, Monday to Friday, onsite in the Bristol office. Occasional out of hours work for upgrades, incidents and fixes is expected

Why us?

Here at HL, we're the UK's number 1 investment platform for private investors, based in Bristol. For more than 40 years we've helped investors save time, tax and money on their investments

To achieve our mission, we believe we have a workplace like no other, with constant learning, dynamic teams, and a great ethos. We're steered by core values that promote service, quality, innovation, and opportunity in everything we do

What's on offer?

• Discretionary annual bonus* & annual pay review
• 25 days* holiday plus bank holidays and 1-day additional Christmas closure time
• Option to purchase an additional 5 days holiday per year at annual enrolment
• Flexible working options available, including hybrid working
• Enhanced parental leave
• Pension scheme up to 11% employer contribution
• Sharesave scheme - have a real stake in HL's future
• Income Protection & Life insurance (4 x salary core level of cover)
• Private medical insurance*
• Health care cash plans - including optical, dental, and out patientcare
• Help@hand and an Employee Assistance Programme
• Gympass - gym memberships and wellbeing apps available
• Variety of travel to work schemes with free bike storage and shower facilities
• An inhouse barista serving subsidised coffee and snacks
• Join HL's sports, I&D networks and volunteering groups (two paid volunteering days per year)
• LifeWorks Discounts on services, restaurants and retailers

* dependant on role level

We know that sometimes people can be put off applying for a job if they don't tick every box. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. We'd love to hear from you!

Hargreaves Lansdown is an inclusive employer that values diversity in its workforce. We encourage applications from all individuals without regard to race, religion, gender, sexual orientation, national origin, disability or age

This role may also be available on a flexible working or part time basis - please ask the Recruitment & Onboarding team for more information

Please note, we are unable to provide employment sponsorship to candidates