End User Support Engineer

Hargreaves Lansdown, a leading FinTech company, is undergoing a technology transformation. As part of this journey, we are looking for an End User Support Engineer with considerable experience in supporting a Windows and Mac environment; someone who enjoys working with a variety of technologies and wishes to further their career by helping us achieve HL's mission.

What you'll be doing

• Troubleshooting and resolution of technical issues related to all end user hardware and software, including Windows and Mac.
• Lead and champion the asset management life cycle.
• Performing laptop builds using Intune.
• Adhering to the joiner and mover process, ensure colleagues have the required end user devices prior to their start date.
• Ensure all joiners have an excellent on-boarding experience. This includes providing end user devices, shipping, and conducting remote laptop handover for VIP users.
• Ensure all actions are recorded in our ITSM tool. Keeping colleagues informed of the progress of their requests.
• Systematically interprets colleague requests and identifies solutions and possible side effects.
• Champion customer service when supporting the Tech bar.
• Ensure all incidents are resolved within SLA.
• Ensure the end user devices in the office are maintained and supported.
• Leading on key End User refresh and continuous improvement projects.
• Continuous review the services we are offering the end users and contribute to proactive change.
• Working closely with our 3rd party partner on the delivery of asset life cycle.
• Occasional overtime to support key office alterations.
• Occasionally overseeing and managing contractor installations out of core business hours.

About you

• 4 Years previous experience in an IT Technical support role.
• Excellent knowledge of Microsoft Office 365 and MS Operating SystemsUnderstanding of ITIL (ITIL foundation is desirable)
• Great working knowledge of Microsoft Intune.Use of and understanding of IT Tools, Active Directory, Azure AD
• Excellent communication skills, customer focused and a positive attitude.Ability to plan, prioritise and complete your own work.
• Willingness to engage with and work in other technologies.Flexible and adaptable when dealing with changing requirements and priorities.
• Able to resolve issues or come up with a workaround while under pressure.

Desirable Technologies

• Experience using ITSM tools such as ServiceNow
• Microsoft Autopilot
• Microsoft Defender
• JAMF
• Apple Mac OSX
• Apple iOS
• Microsoft Teams Rooms
• Networking technologies such as TCP/IP, VLANs.

Interview process

1 Stage Interview (50min on site interview)

Working Schedule

We are based in Bristol, BS2 0TR. This role is permanent, full time, 37.5 hours per week, Monday to Friday, onsite in the Bristol office. Occasional out of hours work for upgrades, incidents and fixes is expected.

Why us?

Here at HL, we're the UK's number 1 investment platform for private investors, based in Bristol. For more than 40 years we've helped investors save time, tax and money on their investments.

To achieve our mission, we believe we have a workplace like no other, with constant learning, dynamic teams, and a great ethos. We're steered by core values that promote service, quality, innovation, and opportunity in everything we do.

What's on offer?

• Discretionary annual bonus* and annual pay review
• 25 days* holiday plus bank holidays and 1-day additional Christmas closure
• Option to purchase an additional 5 days holiday**
• Flexible working options available, including hybrid working
• Enhanced parental leave
• Pension scheme up to 11% employer contribution
• Income Protection and Life insurance (4 x salary core level of cover)
• Private medical insurance*
• Health care cash plans - including optical, dental, and out patientcare
• Health screening programme
• Help@hand - confidential support including mental health counselling and remote GP
• Wellhub - unlimited access to fitness providers and wellness coach sessions
• Variety of travel to work schemes with bike storage and shower facilities
• Inhouse barista and deli serving subsidised coffee and sandwiches
• Two paid volunteering days per year

* dependant on role level

** only available to select during our annual benefits window, in November each year

Hargreaves Lansdown is an inclusive employer that values diversity in its workforce. We encourage applications from all individuals without regard to race, religion, gender, sexual orientation, national origin, disability or age.

This role may also be available on a flexible working or part time basis - please ask the Recruitment & Onboarding team for more information.

Please note, we are unable to provide employment sponsorship to candidates.

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