End User Support Engineer

Hargreaves Lansdown; West of England; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Gym on-site

Private medical

Pension 11%

Life insurance

Health screening

Mental health support

Flexible hybrid options

Holiday expansion options

Volunteer days

Job summary

Hargreaves Lansdown, a leading FinTech company, is seeking an End User Support Engineer to maintain Windows and Mac environments and support a busy IT service desk. Based in Bristol, the role is permanent, full time (37.5 hours/week), onsite in the Bristol office with hybrid options.

The package includes discretionary bonus, 25 days holiday plus bank holidays, and comprehensive benefits. You will build laptops with Intune, manage joiners/movers, and deliver an excellent onboarding experience for

Qualifications

• 4 years in an IT technical support role.
• Experience supporting Windows and Mac environments.
• Familiarity with ITSM tools such as ServiceNow.

Responsibilities

• Troubleshooting and resolution of end user hardware and software issues for Windows and Mac.
• Lead and champion the asset management life cycle.
• Performing laptop builds using Intune.
• Ensure joiners/movers have devices prior to start date.
• Coordinate onboarding with remote laptop handover for VIP users.
• Record actions in ITSM and update stakeholders on ticket progress.
• Resolve incidents within SLA and maintain office devices.
• Lead End User refresh and continuous improvement projects.

Skills

End User Support

Windows

Mac

SLA Adherence

Incident Management

Customer Service

Tools

ServiceNow

Microsoft Autopilot

Microsoft Defender

JAMF

Mac OSX

iOS

Teams Rooms

TCP/IP / VLANs

Job description

• 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.
• Performing laptop builds using 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 an excellent on-boarding experience. This includes providing end user devices, shipping, and conducting remote laptop handover for VIP users.
• 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.
• Champion customer service when supporting the Tech bar.
• Ensure all incidents are resolved within SLA.
• Ensure the end user devices in the office are maintained and supported.
• Leading on key End User refresh and continuous improvement projects.
• Continuous review the services we are offering the end users and contribute to proactive change.
• Working closely with our 3rd party partner on the delivery of asset life cycle.
• Occasional overtime to support key office alterations.
• Occasionally overseeing and managing contractor installations out of core business hours.
  4 Years previous experience in an IT Technical support role.

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.

• Hargreaves Lansdown, a leading 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.
• We are based in Bristol, BS2 0TR. 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. Discretionary annual bonus and annual pay review
• 25 days holiday plus bank holidays and one additional Christmas closure day
• Option to purchase up to five additional days' holiday
• Flexible working options, including hybrid working
• Enhanced parental leave
• Pension scheme with up to 11% employer contribution
• Income protection and life insurance (four times salary at core cover level)
• Private medical insurance
• Healthcare cash plans, including optical, dental and outpatient care
• Health screening programme
• Help@hand, including confidential mental health counselling and remote GP support
• Free on-site gym including classes
• Wellhub access to fitness providers and wellness coaching
• Travel-to-work schemes, bike storage and shower facilities
• In-house barista and deli with subsidised coffee and sandwiches
• Two paid volunteering days each year
• Dependent on role level.
• Available for selection during the annual benefits window in November.