Senior Technical Support Engineer Full Time

Michael Page Technology

This role will oversee our outsourced IT relationships and lead on the delivery of internal IT projects across the business, providing essential support to HFMC Wealth’s Head of IT and the operations team. It offers a fantastic opportunity, within a supportive working environment, to take ownership of the IT function, supporting our growing number of staff with their working from home and office IT.

Client Details

Our client is a financial services institution.

Description

This role will take day-to-day responsibility for IT systems, software and hardware support, as well as IT inductions and home-working set-ups. The role will be primarily based across our two offices in London and Surrey, with some flexibility available in line with our hybrid working policy. The role reports to the Head of IT & Marketing and will work closely alongside our Operations Director, Chief Operating Officer and external IT support provider.

Accountabilities

By nature, the responsibilities listed below will change and flex in line with day-to-day operational business requirements. Nonetheless, it is intended to give an indication of the initial scope of the role:

• Managing IT tickets and liaising with our outsourced IT provider to ensure tickets are resolved within agreed KPIs, ensuring appropriate escalation as required, and managing associated communications with users.
• Liaising with our third-party IT support provider as required and assisting with the organisation of on-site engineers.
• Managing internal IT issues of an ongoing and ad hoc nature, prioritising as appropriate.
• Delivery of IT projects.
• Supporting the use of internal software/systems, including licence management, such as: Horizon telephone system, Zoom, Citrix.
• Mobile device maintenance and support, liaising with our third-party support providers and managing internal support issues.
• Delivery of IT tasks associated with new starters, leavers and movers, including being on-site for initial set ups.
• Organising equipment supplies and deliveries, and overseeing inventory of new and existing kit.
• Managing IT invoices.
• Delivering training on systems/software and developing User Guides.
• IT support for company events and presentations.
• Helping to assess suitability of IT improvement recommendations from our third-party IT provider, reviewing and recommending as appropriate for implementation (in line with IT budgets).
• Ensuring key deadlines are met and key priorities delivered; arranging cover / providing detailed handovers if and when absence could affect delivery deadlines.

Profile

Experience and Qualifications

The successful candidate will have experience in the following:

• Have 3+ years’ experience in a hands-on IT project support role and experience of working alongside third-party IT support.
• Experience managing or delivering IT projects.
• Experience in a similar sized business will be advantageous, as will working in a financial services environment.
• Supporting with IT service reviews
• Domain management.
• Sending internal IT communications
• Scheduling out of hours testing, monitoring and updates. Expected to be 1-2 hours per month.

Competencies

• Be hands-on, be prepared to assist in the delivery of a range of IT and technical tasks across operational areas, with a proactive style and a great attitude.
• Deliver an excellent level of service to internal client (employees and partners of HFMC Wealth) and external clients in an empathetic manner; we’re looking for someone who understands what it means to deliver a 5 service.
• Thrive on challenges and enjoy finding innovative solutions to problems.
• Manage a busy workload and adapt to changing priorities, demonstrating common-sense and a solution-focused approach.
• Demonstrate excellent attention to detail and high quality written and verbal communication skills.

• Be flexible to work across both offices and potentially outside normal office hours i.e. as part of the business continuity team.

Job Offer

Location: Farringdon, London (Tuesday & Wednesday), Weybridge, Surrey (Monday & Thursday) with the ability to typically work from home on a Friday.

Salary: This role is paying up to £43,000 per annum + benefits