IT 2nd Line Support Engineer

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

Job summary

Aventum Group is seeking an IT 2nd Line Support Engineer to join their IT Service Desk Team in London. The role involves overseeing IT support, maintaining SLAs, and providing end-user assistance across various IT applications, particularly Microsoft 365. Candidates should have experience in the insurance sector and a strong knowledge of IT support processes.

Qualifications

• Experience in the Insurance sector.
• Support/Helpdesk experience.
• Proficiency with Microsoft 365 applications.

Responsibilities

• Maintain a 99% SLA.
• Provide end-user support regarding IT applications.
• Administer cloud-based applications – Microsoft 365.

Skills

Microsoft 365

Communication

Time Management

Teamwork

Proactivity

Education

IT qualifications

Job description

Join to apply for the IT 2nd Line Support Engineer role at Aventum Group

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 prioritize 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 revolutionize 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, responsible for leading and overseeing IT support across Aventum Group and associated entities. We seek a candidate eager to develop personally while ensuring the business needs are met and expectations exceeded.

This role involves support in all aspects of IT across the group. Tickets are submitted via email to our Helpdesk (Zendesk) and must be resolved in line with SLAs.

Role Responsibilities

1. Maintain a 99% SLA.
2. Follow correct procedures for Joiners, Changers, and Leavers.
3. Provide end-user support regarding IT applications.
4. Administer cloud-based applications – Microsoft 365.
5. Support IT equipment (Mobile phones, PCs/Laptops, routers/switches, Printers/Scanners).
6. Run scheduled IT processes, e.g., system backups.
7. Maintain hardware stock levels and ensure tidy IT areas.
8. Ensure all IT hardware/equipment is operational each morning in our London office.
9. Assist IT Services Team Leader with:

• Azure administration
• IT projects
• Domain management
• Network management
• Application management
• Hardware management

Role Requirements

• Experience in the Insurance sector
• Support/Helpdesk experience
• Experience with Policy Admin Systems
• Proficiency with Microsoft 365 applications
• IT qualifications are advantageous

Skills & Abilities

• Strong knowledge of Microsoft 365 and collaboration apps like Teams
• Experience working under pressure in a service environment
• Team player with excellent communication skills
• Flexible with working hours and tasks
• Willingness to travel to support remote sites
• Good time management, proactive, and responsive

Management Duties

• None

We are an equal opportunity employer, proud that 93% of our employees feel they can be themselves at work. We value diversity and foster an inclusive culture. We offer a hybrid working model and are happy to provide reasonable adjustments during recruitment.

FCA Conduct Rules

• Act with integrity
• Act with due skill, care, and diligence

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology
• Insurance

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