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,…