We are looking for an IT Support engineer to join a leading London market Insurer in the City of London on a permanent basis.

Role Purpose

To deliver a high level of customer service by providing high quality IT support and service, both in-person, remotely and by phone, to address IT requirements across the business.

Roles and Responsibilities

Log all IT issues and allocate priority and aspects of support in order to action resolution within agreed time frames.
Provide desk side (in-person) and remote support to analyse, troubleshoot and resolve user issues in order of priority, working towards resolution or, when required, re-assignment to the appropriate IT team.
Provide white glove treatment to all staff including VIPs.
Proactively solve issues and problems for hardware and software requirements.
Build all new laptops using Autopilot to Starr standards ensure equipment is ready and functional for use in a timely manner and as required.
Carry out daily office checks to ensure all systems are working in the office including meeting rooms with Logitech Tap systems.
Manage the administration of Active Directory ensuring it is accurate and up-to-date.
Working with HR with regards to onboarding and offboarding
Keep all users updated on any immediate network matters/issues.
Install and configure hardware and software for new joiners, internal moves or for ad-hoc system requests in line with the associated incident request.
Monitor the status of all logged IT issues ensuring that they are actioned within the agreed SLAs and thereafter reporting issues to line manager when required.
Monitor all aspects of the support service provided to users in the UK and Europe offices including response times, identify trends against SLAs and provide regular reporting to the management team.
Identify potential problems, investigate, analyse, and report on status to the management team.
Transfer knowledge and technical expertise to other team members and end users.
Create and guide users with simple, step-by-step instructions.
Assist with updating the company intranet website (SharePoint).
Help maintain the inventory ensuring it is accurate and up to date.
Work with 3rd Party teams to request and order IT equipment.

Person Specification

Proven work experience as a Desktop Support Engineer that has the ability to solve complex hardware and software issues.
Hands-on experience and knowledge of popular operating systems, software applications, remote connection systems and troubleshooting basic network issues.
Fundamental operations of Windows operating systems, hardware and other equipment for identification of faults and diagnostics.
Good attention to detail and ability to show initiative.
Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing.
To be a highly motivated team player with the skills and ability to manage changing priorities. Professional and positive, self-motivated and self-sufficient.
Strong ability for problem solving.
Excellent communication skills, written and verbal.
Ability to effectively project plan and organise workload in an efficient and structured manner.
Confidential and sensitive in approach when accessing and handling data from areas such as Finance, Human Resources and the Executive leadership group.
Ability to multitask.

Systems (desirable but not essential)

Latest Microsoft Office versions.
Active Directory (AD Manager).
Latest Windows OS's (10/11).
Dell Laptops and Docks.
MEM Teams (calling).
Autopilot.
Global Protect VPN Remedy.
Citrix; VM Ware; Apple hardware (iPhones).
DUO; Starr networks / server systems.
Microsoft SharePoint.
Crestron room panels.
AV Conferencing kit (Logitech Tap).
Printers.

IT Support 2nd line