IT Field Service Support Engineer – UK South

Howden; Milton Keynes; On-site; GBP 31,000 - 46,000; Full time

Job summary

Howden Group Services in the UK is seeking an IT Field Service Support Engineer to provide onsite technical support across the UK South regional offices. You will deliver 2nd line desktop support for users, handle hardware, software, printers and mobile devices, and assist with office openings, relocations and technology rollouts.

Join a team that values customer service, proactive problem solving and collaboration.

Qualifications

• Excellent customer service and a can-do attitude.
• Excellent written and verbal communication.
• Confident interaction with clients and colleagues.
• Ability to thrive in a team environment and work independently.
• Strong problem-solving and logical thinking.

Responsibilities

• Provide 2nd line desktop support to employees across the UK South region.
• Deliver onsite hardware, software, printers and mobile device support.
• Provide ad hoc executive support to senior management and VVIPs.
• Collect, deliver, and deploy IT hardware across Group and UK&I offices in the South.
• Manage tickets via ServiceNow ITSM.
• Assist with on-site hardware refreshes, deployments and technology rollouts.
• Support office openings, acquisitions, integrations and relocations from IT perspective.
• Advanced troubleshooting and root cause analysis.
• Liaise with and delegate tasks to relevant teams for escalation.
• Maintain deployment schedules, site visit plans and inventory records.
• Provide advanced mobile device support – Apple & Android.
• Active Directory Users and Computer administration.
• Windows 11 Support.
• MAC OS X support.
• Use IT tools for troubleshooting and fixing issues; Active Directory, Office365, Mimecast, Intune, SCCM, Tanium, Azure.
• Support the business outside core hours, including weekends.

Skills

Customer service

Communication

Teamwork

Independent work

Problem solving

Mobile devices

Windows

Office suite

Networking basics

Education

ITIL Foundation V4

Tools

Active Directory

Office365

SCCM

Intune

Azure

Zoom

Teams

Mimecast

MS AutoPilot

MS CoPilot

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 Role

IT Field Service Support Engineer – UK South

Department

IT

Line Manager

Desktop Support Manager / Head of Global IT Support

Company

Howden Group Services

Location

Southeast – Southwest

Role Definition

IT Field Service Support Engineer required to provide onsite technical support across our UK South regional office locations

Key Responsibilities / Accountabilities

• 2nd line Desktop Support to employees across our Group and HUK&I locations in the South of England
• Deliver onsite support for hardware, software, printers and mobile devices
• Ad hoc executive support to senior management and VVIP’s
• Collect, deliver, and deploy IT hardware across Group & HUK&I offices across the South
• Managing tickets via service management tool ServiceNow ITSM
• Assist in supporting on-site hardware refreshes, deployments, and technology rollouts
• Assisting IT team members with difficult or reoccurring incidents and issues
• Support office openings, acquisitions, integrations and relocation activities from an IT perspective
• Advanced troubleshooting and root cause analysis
• Liaising with and delegating tasks to relevant teams for escalation
• Basic network troubleshooting
• Owning unresolved Issues and Liaising/delegating tasks to relevant teams.
• Maintain deployment schedules, site visit plans, and inventory records
• Advanced Mobile device support – Apple & Android Technologies
• Active Directory Users and Computer administration
• Windows 11 Support
• MAC OS X support
• Participate in ad-hoc support requests, Desk moves, Desk side support
• Using IT tools for troubleshooting and for fixing issues; Active Directory, Office365, Mimecast, Intune, SCCM, Tanium, Azure
• Supporting the business outside of core business hours as/when necessary inc weekends.

Skills and abilities needed to perform role

• An understanding of the importance of excellent customer service and a “can do” attitude
• Excellent communication skills, both written and verbal
• The ability to interact confidently with clients and colleagues
• The ability to thrive in a team environment
• The ability to work independently with minimal supervision
• The ability to think logically
• Strong interpersonal skills
• Strong prioritisation skills and ability to follow process
• Patience and empathy when dealing with customers and colleagues
• Effective problem-solving skills based on clear reasoning and sound rationale
• Tactful, diplomatic and able to thrive in an ever-changing environment
• Ability to work pro-actively, under pressure and independently with minimal direction
• A good understanding of mobile devices, such as Apple smartphones and tablets
• Strong background in Microsoft Office
• Strong background in Windows
• Familiarity and comfort in using web conferencing and collaboration tools and applications such as Microsoft Teams, Zoom, Webex etc.

Knowledge and Experience

• IT industry experience
• Microsoft Windows 11
• Active Directory
• CoreView
• Microsoft Exchange
• Office365
• Mimecast
• Microsoft Teams
• Apple Business Manager
• Zoom
• SCCM
• MS AutoPilot
• MS CoPilot
• ITIL Best Practice
• Remote Support Tools
• Incident, Request, Problem and Change Management
• Knowledge of administrative and clerical procedures

Compliance and Regulatory Responsibilities

• To remain compliant with FCA requirements at all times
• To 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 team
• Ensure that own performance, HR and T&C records are up to date and meet the Company’s requirements
• Maintain accurate records and deal with correspondence appropriately

Professional Qualifications

• Relevant professional IT qualifications
• ITIL Foundation V4

What 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 new

• We support each other in the small everyday moments and the bigger challenges

• We are determined to make a positive difference at work and beyond

Reasonable adjustments

We’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*.

*Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.

Permanent