IT Field Service Support Engineer South

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  RoleIT Field Service Support Engineer – UK South

DepartmentITLine Manager Desktop Support Manager / Head of Global IT Support Company Howden  Group Services Location Southeast  – Southwest Role DefinitionIT Field Service Support Engineer required to provide onsite technical support across our UK South regional office locations

Key Responsibilities / Accountabilities2nd 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’sCollect, deliver, and deploy IT hardware across Group & HUK&I offices across the South Managing tickets via service management tool Service Now ITSMAssist 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 SupportMAC 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, Office
365, 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 directionA 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 Core View Microsoft  Exchange Office
365

Mimecast Microsoft Teams Apple Business Manager

ZoomSCCMMS AutoPilotMS CoPilotITIL Best Practice Remote Support Tools Incident, Request, Problem and Change Management Knowledge of administrative and…