Senior Desktop Engineer

HDI Global SE; City Of London; Presencial; GBP 40.000 - 60.000; Jornada completa

Descripción de la vacante

A leading corporate insurer is looking for a Senior Desktop Engineer to provide robust IT support for their UK & Ireland operations. You will be responsible for troubleshooting a variety of IT incidents, providing end-user training, and ensuring high service availability. The ideal candidate must have strong skills in Active Directory, O365, and IT infrastructure. This full-time role offers a chance to work within a dynamic environment, collaborating closely with both local and international teams.

Formación

• Hands-on experience with Active Directory group policy objects.
• Proficient in O365, including MS Office, SharePoint, and Teams.
• Familiarity with IT infrastructures like DNS and DHCP.
• Experience in using Hyper-V and IBM hardware.
• Good understanding of digital solutions and ITIL principles.
• Knowledge of backup systems like VEAM.

Responsabilidades

• Deliver IT support and service capabilities for users.
• Ensure high-level availability of IT services for all users.
• Provide 1st through to 3rd line support for IT incidents.
• Manage user administration tasks such as joiners and leavers.
• Conduct training sessions on new IT services.

Conocimientos

Active Directory experience

O365 (MS Office, SharePoint, MS Teams, Edge)

Knowledge of IT Infrastructures (DNS, DHCP)

Hyper-V remote access

IBM hardware support

Knowledge on iPhones/iPads

General knowledge of digital solutions

ITIL Foundation knowledge

MS Server Admin support

VEAM backup software support

Power BI scripting

SQL server support

ServiceNow experience

Descripción del empleo

Join to apply for the Senior Desktop Engineer role at HDI Global SE

HDI is a Corporate & Specialty Insurer part of the Talanx Group. With over 120 years of experience, HDI operates across five continents, around 40 countries and employs over 5,000 people worldwide.

The role

The Senior Desktop Engineer delivers all IT Support and Service capabilities for HDI UK&I users, both onsite and virtually. Reporting directly to the Head of IT, the scope of this role includes ensuring the execution of IT support and operating standards that are required to support the HDI UK&I business.

The role will require hands of experience with Microsoft Operating Systems and Applications (AD, Group Policies, Exchange, SharePoint, SQL), server and laptop hardware, virtualisation, desktop management, backup and recovery, networking and voice and data communications as well as troubleshooting for core business applications. Focus will be placed on internal customer facing technology systems, projects, and metrics, enabling our HDI user base within UK&I to work effectively.

In addition, this role will act as a communication interface between the Business representatives and the IT teams in Germany to resolve issues with centrally provided systems. The aim will be for this role to become part of a global virtual support structure.

Key accountabilities

Support and Service Delivery

• The position will require an engineer capable of building key relationships with end users, including VIP/Executives/Senior Management and their support staff
• Troubleshooting of IT incidents
• Providing 1st through to 3rd line support
• Responsible for new hire IT inductions
• Ensure high-level of availability of IT Services for all UK&I users
• Build strong partnerships within and external to the immediate team
• Ensure the maintenance and transfer of knowledge of IT systems in scope for UK&I
• Document and maintain the services along with colleagues within the team and colleagues in Germany
• Propose and implement new services that can improve user experience
• Work closely with the Head of IT and Home Office to inform them of service disruption and the road to recovery
• Conduct training session to promote new services and maintain a high-level of knowledge of HDI systems
• Excellent verbal and written communications skills, including the ability to explain technical terms to non-technical users
• Provide end-user awareness and training Mentor junior members of staff and act as their escalation point

Incident and Request Management

• Provide support for all incidents and service requests for all IT systems/services
• Providing support in person, over the phone and using MS Teams
• Ensure that incidents and requests are resolved in a timely manner
• End to end ownership of all IT incidents and requests with responsibility for all communication and the technical resolution along with knowledge transfer to the Global Service Desk
• Follow the escalation process to Germany where required to ensure a consistent and professional IT support service is offered
• Manage all user administration tasks such as joiners, movers, and leavers

Operations Management

• Deskside Asset management, support of Desktop PC's, Laptops, printers, and local hardware devices
• Hardware/software procurement
• Remote support for all UK & Ireland based colleagues iPhone and iPad mobile device management and support
• Manage and maintain IT Build room

Change and Configuration Management

• Follow the change management process to ensure changes to the Desktop infrastructure follows the agreed process and do not cause unplanned outages
• Work on assigned tasks associated with the Change process
• Manage and maintain the accuracy of the Desktop infrastructure components held in the Configuration Management Database by following the agreed configuration management process

Project Management

• As a Deskside Support Engineer, you may be involved in project work from inception through to transition to "business as usual" as the point of contact for the Deskside support team
• Participate as a project resource as and when required to provide Deskside support input

Skills & experience

• Hands on Active Directory experience, ie, group policy objects
• O365 (MS Office, SharePoint, MS Teams, Edge)
• Knowledge of IT Infrastructures (DNS, DHCP)
• Hyper-V remote access
• IBM hardware support
• Knowledge on iPhones/iPads
• General knowledge of digital solutions
• ITIL Foundation and knowledge of Project Management practices
• MS Server Admin and support
• VEAM backup software support
• Power BI scripting
• SQL server support and maintenance
• ServiceNow highly desirable but not essential

As an equal opportunities employer, we are committed to creating an inclusive environment for all employees, recognising that a diverse and inclusive workplace is a creative and prosperous one.

If you require support with your application, please contact UK&[e-mail]

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

Insurance