Technical Support Engineer

2 weeks ago

Manchester, United Kingdom Cl Sh Full time
Job Description

Company Overview

First Central Insurance & Technology Group is a leading insurance company that leverages data to drive innovation and excellence in its distribution, finance, technology, and legal services. Our underwriting skills are built on data expertise, making us stand out and succeed in the market.

Job Summary

We are seeking a highly skilled Technical Support Engineer - 3rd Line to join our Technology and Data Team in either Haywards Heath, Manchester, or Guernsey locations. This role requires occasional office work, but we offer flexible working arrangements.

Key Responsibilities

  • Provide exceptional, escalated support for various products, services, and platforms to all colleagues related to technology incidents, service requests, and project delivery.
  • Offer oversight, direction, and act as an escalation point for the Technical Support Team, enabling, instigating, and facilitating continual improvement initiatives.
  • Assist with the implementation of new technology and proactively improve existing products to ensure the use of latest features and most efficient ways of working.
  • Support the up-skilling and development of the first and second line support teams.
  • Contribute to technology projects and initiatives.

Core Skills and Experience

  • Strong experience in providing technical support for Azure and Automation technologies.
  • In-depth knowledge of Microsoft Azure AD, Intune, Conditional Access, Autopilot, and other related technologies.
  • Experience with Microsoft Defender for Endpoint, Office 365, and other related technologies.
  • Solid technical support experience.
  • Engage in 3rd line level BAU support, troubleshooting, and delivery of modern technologies.
  • Log, analyze, triage, and prioritize all IT Incidents, service requests, Problems, and Changes received via all communication channels into the 3rd line team.
  • Engage in the support and delivery of technology projects.
  • Ensure all hardware images are maintained and deployed to a secure, high-performing 'gold' standard within a hybrid environment of SCCM and Intune/AutoPilot.
  • Application packaging and deployment.
  • Manage a mixed workload of projects and continuous improvement initiatives.
  • Maintain knowledge of information governance standards for Cyber Security, legal, and regulatory compliance, and an understanding of its application in practice.
  • Assist in the delivery of Projects/Change, e.g., documentation, training, test scenarios, technical analysis.
  • Manage and support out-of-hours software upgrades/implementations and testing in conjunction with Business Change, Technology, and other stakeholders.
  • Proactively identify and track risk and issues using documented processes.
  • On-call support - In addition to normal working hours Monday-Friday, staff performing this role are expected to work out of hours for specific project tasks and support other teams within Technical services.
  • Provide 3rd line investigation and diagnosis of all incidents and service requests.
  • Verify resolution with users and resolve incidents with our ITSM tool within agreed SLA.
  • Escalate incidents at risk of breaching SLA to the Technology Support Lead.
  • Proactively support in the up-skilling of 1st line and 2nd line support teams.

Requirements

  • Knowledge and experience of Active Directory group policy - essential.
  • Minimum 3 years' experience in a fast-paced, agile support role - essential.
  • Experience of application packaging and deployment - essential.
  • Experience with Intune, SCCM, Azure, and PowerShell - essential.
  • Exceptional customer service and people skills - essential.
  • Good time management and organization skills - essential.

Behaviours

  • Extremely self-motivated and enthusiastic.
  • A strong drive to learn new and changing technologies, processes, and procedures.
  • An organized and proactive approach.
  • A genuine interest in technology.
  • A flexible approach and positive attitude.
  • Emphasis on attention to detail and accuracy.
  • Willingness to adhere to high audit standards.
  • Forthcoming with suggestions for change and improvements.
  • Takes ownership & responsibility of issues.
  • Strives to drive business improvements to contribute to the success of the business.
  • Embrace, embed, and incorporate the company values.

What We Offer

  • People first - our Talent team can tell you everything you need to know about what we want and what we're offering.
  • Flexible Bank Holidays - eight flexible bank holidays; everyone gets a paid day off annually to volunteer.
  • Electric Car Scheme - plug into our Electric Car Scheme for a deal with insurance, road tax, and servicing.
  • Flexible Working - we're flexible; most roles let you mix office and home working.

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