Support Engineer

1 week ago

London, Greater London, United Kingdom Direct Line Group Full time
About the Role

We are seeking a highly skilled Support Engineer - End User Computing to join our EUC Platform Operations team on a 12-month fixed-term contract basis with the potential to go permanent. As a key member of our team, you will provide technical end-user support for products within Group Core Technology and Operations, identifying and analysing trends to maintain and improve a stable and secure platform.

Key Responsibilities
  • Provide daily technical support to end-users for all end-user computing products and services, both remotely and face-to-face.
  • Ensure rapid reaction and remediation of alerts, resolving incidents within set SLAs with excellent customer service.
  • Highlight common themes and trends through incident management, identifying underlying root causes to eradicate re-occurrence through re-engineering, configuration, or user education.
  • Contribute to continuous improvement forums, promoting efficiency and automation opportunities.
  • Participate in an on-call rota for major incidents.
  • Collaborate with other teams, such as Security and Service Management.
Requirements
  • Experience and working knowledge of End User Computing products and services, including Cloud desktop services, Microsoft 365, Microsoft InTune, Microsoft Teams, Multi-Factor Authentication, and Active Directory.
  • Previous experience in a similar operational role, diagnosing and fixing issues.
  • Excellent customer focus, communicating technical information clearly to non-technical users and partners.
  • Focus and drive to follow tasks through to completion, with a collaborative and continuous improvement mindset.
  • A reasonable understanding of ITIL best practices, particularly Change Management, Problem Management, Incident Management, and Asset and Configuration Management.
  • Experience with ITSM tools, such as ServiceNow.
What We Offer

We offer a range of benefits to suit your lifestyle, including a 9% employer-contributed pension, 50% off home, motor, and pet insurance, up to 10% annual bonus, 25 days' holiday (rising by 1 each year to 28) + bank holidays, and additional optional Health and Dental insurance.

We also offer a flexible working model, combining the best parts of home and office-working, with a 'best of both worlds' approach. When you'll be in the office depends on your role, but most colleagues are in 2 days a week. We'll consider the flexible working options that work best for you.

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