End User Support Engineer

LE0002 Hargreaves Lansdown Asset Management Ltd; West of England; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Discretionary bonus

Private medical insurance

Pension scheme

Gym access

Hybrid working

Job summary

Hargreaves Lansdown PLC in Bristol is seeking an End User Support Engineer to support Windows and Mac environments. You will lead the asset lifecycle, perform laptop builds with Intune, and ensure joiners have devices prior to start dates, delivering an excellent onboarding experience.

You will handle ITSM updates, communicate progress to colleagues, and contribute to end-user refresh and continuous improvement projects, within a 37.5-hour week onsite in Bristol.

Qualifications

• 4 years in IT technical support or equivalent.
• Excellent knowledge of Microsoft Office 365 and MS Operating Systems.
• Understanding of ITIL (foundation desirable).
• Strong knowledge of Intune and device management.

Responsibilities

• Troubleshoot and resolve end user hardware/software issues for Windows and Mac.
• Lead asset management lifecycle and laptop builds using Intune.
• Ensure joiners have devices and provide seamless onboarding.
• Record actions in ITSM tool and keep users updated on progress.
• Contribute to end-user refresh and continuous improvement projects.

Skills

Windows support

Mac support

Intune

Active Directory

Azure AD

Office 365

Tools

Intune

ServiceNow

JAMF

Job description

Help us shape the future! 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.

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.
• 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.

About you

• 4 Years previous experience in an IT Technical support role.
• Excellent knowledge of Microsoft Office 365 and MS Operating SystemsUnderstanding of ITIL (ITIL foundation is desirable)
• Great working knowledge of Microsoft Intune.
• 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

• 1 Stage Interview (50min on site interview)

Working Schedule

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.

What's on offer

• 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.

Belonging at HL

HL is an inclusive employer and we value the different perspectives and experiences people bring. We welcome applications from everyone and are committed to providing an accessible recruitment process. If you need an adjustment at any stage, please let the Recruitment & Onboarding team know.

Sponsorship

Sponsorship: We are unable to provide employment sponsorship for this role.

Hargreaves Lansdown is the UK's number one platform for private investors. Our purpose is to empower people to save and invest with confidence, and today, we are trusted with more than £120 billion by over 1.7 million clients. We are based in the heart of Bristol now with over 2,000 colleagues. We believe we have a workplace like no other, with constant learning, dynamic teams and a great ethos. We're steered by our core values that promote service, quality, innovation, and opportunity in everything we do.