IT Field Service Support Engineer – UK South

TigerRisk Partners, LLC.; Milton Keynes; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Hybrid working

Flexible hours

Job summary

Howden Group Services is seeking an IT Field Service Support Engineer to deliver on-site desktop support across UK South regions. You will handle hardware, software, printers and mobile devices, and provide executive support as needed.

The role requires strong customer service, excellent communication, and the ability to work in a team while also managing tasks independently. Hybrid working and flexible hours are offered where possible.

Qualifications

• 2nd line desktop support to employees across UK South locations.
• Strong knowledge of Windows 11, macOS and mobile device management.
• Experience with AD, O365, Mimecast, Intune and collaboration tools.

Responsibilities

• Provide on-site IT hardware, software, printers and mobile device support.
• Assist senior IT staff with escalations and incidents.
• Support office openings, relocations and new acquisitions from IT perspective.
• Maintain deployment plans, inventory and troubleshooting records.

Skills

Customer service

Communication

Team player

Independent worker

Problem solving

Desktop support

Education

ITIL Foundation V4

Tools

ServiceNow

Active Directory

Office 365

Intune

SCCM

Job description

Who are we?Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries.People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities – work / life balance, career progression, sustainability, volunteering – you’ll find like-minded people driving change at Howden.Job RoleIT Field Service Support Engineer – UK SouthDepartmentITLine ManagerDesktop Support Manager / Head of Global IT SupportCompanyHowden Group ServicesLocationSoutheast – SouthwestRole DefinitionIT Field Service Support Engineer required to provide onsite technical support across our UK South regional office locationsKey Responsibilities / Accountabilities2nd line Desktop Support to employees across our Group and HUK&I locations in the South of EnglandDeliver onsite support for hardware, software, printers and mobile devicesAd hoc executive support to senior management and VVIP’sCollect, deliver, and deploy IT hardware across Group & HUK&I offices across the SouthManaging tickets via service management tool ServiceNow ITSMAssist in supporting on-site hardware refreshes, deployments, and technology rolloutsAssisting IT team members with difficult or reoccurring incidents and issuesSupport office openings, acquisitions, integrations and relocation activities from an IT perspectiveAdvanced troubleshooting and root cause analysisLiaising with and delegating tasks to relevant teams for escalationBasic network troubleshootingOwning unresolved Issues and Liaising/delegating tasks to relevant teams.Maintain deployment schedules, site visit plans, and inventory recordsAdvanced Mobile device support – Apple & Android TechnologiesActive Directory Users and Computer administrationWindows 11 SupportMAC OS X supportParticipate in ad-hoc support requests, Desk moves, Desk side supportUsing IT tools for troubleshooting and for fixing issues; Active Directory, Office365, Mimecast, Intune, SCCM, Tanium, AzureSupporting the business outside of core business hours as/when necessary inc weekends.Skills and abilities needed to perform roleAn understanding of the importance of excellent customer service and a “can do” attitudeExcellent communication skills, both written and verbalThe ability to interact confidently with clients and colleaguesThe ability to thrive in a team environmentThe ability to work independently with minimal supervisionThe ability to think logicallyStrong interpersonal skillsStrong prioritisation skills and ability to follow processPatience and empathy when dealing with customers and colleaguesEffective problem-solving skills based on clear reasoning and sound rationaleTactful, diplomatic and able to thrive in an ever-changing environmentAbility to work pro-actively, under pressure and independently with minimal directionA good understanding of mobile devices, such as Apple smartphones and tabletsStrong background in Microsoft OfficeStrong background in WindowsFamiliarity and comfort in using web conferencing and collaboration tools and applications such as Microsoft Teams, Zoom, Webex etc.Knowledge and ExperienceIT industry experienceMicrosoft Windows 11Active DirectoryCoreViewMicrosoft ExchangeOffice365MimecastMicrosoft TeamsApple Business ManagerZoomSCCMMS AutoPilotMS CoPilotITIL Best PracticeRemote Support ToolsIncident, Request, Problem and Change ManagementKnowledge of administrative and clerical proceduresCompliance and Regulatory ResponsibilitiesTo remain compliant with FCA requirements at all timesTo obtain appropriate approvals to ensure compliance with company policy, procedures and regulatory requirements/rules, with regards to data protection, money laundering, etc.To share ideas, best practice and other information within the teamEnsure that own performance, HR and T&C records are up to date and meet the Company’s requirementsMaintain accurate records and deal with correspondence appropriatelyProfessional QualificationsRelevant professional IT qualificationsITIL Foundation V4What do we offer in return?A career that you define. At Howden, we value diversity – there is no one Howden type. Instead, we’re looking for individuals who share the same values as us:Our successes have all come from someone brave enough to try something newWe support each other in the small everyday moments and the bigger challengesWe are determined to make a positive difference at work and beyondReasonable adjustmentsWe're committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours* or hybrid working*.If you're excited by this role but have some doubts about whether it’s the right fit for you, send us your application – if your profile fits the role’s criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require.*Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.Permanent