IT 2nd Line Support Engineer

Aventum Group; Greater London; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading company in the insurance sector is seeking an IT 2nd Line Support Engineer to oversee IT support across the organization. The role involves managing IT tickets, ensuring SLA compliance, and supporting various IT applications. Ideal candidates will have experience in the insurance sector and a strong knowledge of Microsoft 365. The company promotes a hybrid working model and values inclusivity in the workplace.

Qualifications

• Experience in the Insurance sector.
• Support/Helpdesk Desk experience.
• Experience with Policy Admin Systems.

Responsibilities

• Maintain a 99% SLA for IT support.
• End-user support for IT applications.
• Administer cloud-based applications.

Skills

Communication

Team player

Time management

Proactive

Education

IT qualifications

Tools

Microsoft 365

Azure

Job description

Who We Are

Since its inception, Aventum Group has sought a different approach to insurance. We are on a mission to be the ‘most inspiring specialty (re)insurance group in the world’.

At the heart of Aventum are our people. Working together in dynamic, service-focused teams, we prioritise our customers in everything we do. Collaboration fuels our success, courage drives our innovation and continuous improvement keeps us ahead in a rapidly evolving industry. Our shared commitment is to revolutionise insurance for the better, one day at a time.

We also believe that investing in our people is investing in our future. By empowering people across the Group to develop their careers, advance within the Group, and embrace new challenges, we build an environment where growth and learning never stop.

Our competitive benefits package, offered via a flexible benefits platform, reflects this. Beyond core benefits, employees have the freedom to tailor their benefits to meet their individual needs, supporting their unique goals and ambitions.

Role Summary

The IT 2nd Line Support Engineer role sits within the IT Service Desk Team and their purpose is to lead and oversee the IT Support for Aventum Group and all associated entities.

We are looking for a promising candidate who wishes to continue their personal development whilst ensuring the needs of the business are met and expectations exceeded.

This role will require support in all aspects of IT across the group. Tickets are sent via email to our Helpdesk (Zendesk) and need to be solved in line with our SLAs.

Role Accountabilities

• Maintain a 99% SLA.
• Ensure the Joiners, Changers, and Leaver’s processes are followed correctly.
• End-user support regarding IT applications.
• Administration of cloud-based applications – Microsoft 365.
• Setting and supporting IT equipment (Mobile phones, PCs/ Laptops, routers/switches, Printers/ Scanners).
• Running scheduled IT processes, i.e., system backups.
• Maintaining hardware stock levels and keeping IT areas tidy (stock cupboard & IT room & desks).
• Ensuring that all IT hardware/ equipment is on and in working order each morning in our London office.

Assist IT Services Team Leader with:

• Azure administration
• IT projects
• Domain management
• Network management
• Application management
• Hardware Management
• Any additional duties as assigned.

Role Requirements

• Worked in the Insurance sector
• Support/Helpdesk Desk experience
• Experience with Policy Admin Systems
• Microsoft 365 applications.
• IT qualifications would be an advantage

Skills and Abilities

• Good knowledge of Microsoft 365 applications.
• Good knowledge of IT collaboration apps i.e., Teams.
• Experience working in a service providing environment under pressure.
• Team player.
• Excellent communication, both verbal and written.
• Flexible with working hours and task list.
• Flexibility to travel to support/visit remote sites.
• Good time management.
• Proactive and responsive.

Management Duties

• No

We are an equal opportunity employer, and we are proud to share that 93% of our employees say they can be themselves at work. We aim to hire our industry's finest people because the best people drive the best outcomes. And we forever challenge the status quo because we know there are always ways to improve things. Because together, we're limitless.

We value applicants from all backgrounds and foster a culture of inclusivity. We understand the need for flexibility, so work in a hybrid model. Please let us know if you require any reasonable adjustments during the recruitment process.

FCA Conduct Rules

Under the Senior Managers and Certification Regime the FCA and Aventum expects that:

1. You must act with integrity.
2. You must act with due skill, care and diligence.
3. You must be open and cooperative with the FCA, the PRA and other regulators.
4. You must pay due regard to the interests of customers and treat them fairly.
5. You must observe proper standards of market conduct.
6. You must act to deliver good outcomes for retail customers.