IT Exec Support Engineer

Executive Support Team Leader / Head of Global IT Support

Company

Howden Insurance Group

Role Definition

IT Executive support engineer required to support UK office locations

Howden are seeking a highly skilled IT Executive Support Engineer to provide dedicated technical support to senior executives and VIP users. This role requires a proactive and professional individual with strong troubleshooting skills, excellent communication, and the ability to work in a fast-paced, high-pressure environment. The successful candidate will ensure the seamless operation of IT services

Key Responsibilities / Accountabilities

• Exec support team is the 1st point of contact for all high priority Incidents and requests for executives and senior business stakeholders.
• 1st – 2nd line IT support, inc over 500+ global VIP employees.
• Maintaining an excellent standard of support, and building relationships with key execs/PA’s
• Managing tickets via service management tool ServiceNow
• Set up and maintain laptops, desktops, mobile devices, and peripheral equipment for executives.
• Mobile device support and advanced troubleshooting skills (Apple & Android technologies)
• Proactively identify potential technical issues and implement preventive solutions and advanced troubleshooting and root cause analysis
• Liaising with and delegating tasks to relevant teams for escalation
• Supporting the Exec Support Specialist and escalating support issues to Head of IT where necessary
• Active Directory Users and Computer administration
• Ensure seamless functionality of Microsoft Office 365, collaboration tools, and enterprise applications.
• Basic MAC OS X support.
• Basic network troubleshooting skills
• Participate in ad-hoc support requests, Desk moves, Desk side support and home visits.
• Potential for travel to global office locations to support senior executives during business-critical conferences/meetings.
• Supporting the business during core hours 8am to 6pm (Mon-Fri)
• Potential for weekend support and out of hours support where necessary (inc weekends and Bank holidays)

Skills and abilities needed to perform role

• Strong communication, professionalism, and discretion when handling sensitive executive support
• An understanding of the importance of excellent customer service and a “can do” attitude
• Excellent communication skills, both written and verbal
• The ability to interact confidently with senior management, clients and colleagues
• The ability to work very well in a team environment
• The ability to think logically and remain calm under pressure
• Strong prioritisation skills and ability to follow process
• Patience and empathy when dealing with customers and colleagues
• Effective problem-solving skills based on clear reasoning and sound rationale
• Tactful, diplomatic and able to thrive in an ever-changing environment
• Ability to work pro-actively, under pressure and independently with minimal direction
• A good understanding of mobile devices, such as Apple smartphones and tablets
• Strong background in Microsoft products, Microsoft Office and Windows versions
• Familiarity and comfort in using web conferencing, collaboration tools and applications such as Microsoft Teams, Zoom, WhatsApp, Cisco Webex etc.

Knowledge and Experience

• IT industry experience
• Microsoft Windows 11
• Microsoft Office O365
• Microsoft Teams
• Active Directory
• Mimecast
• ITIL Best Practice
• Remote Support Tools
• Incident, Request, Problem and Change Management
• Knowledge of administrative and clerical procedures

Compliance and Regulatory Responsibilities

• To always remain compliant with FCA requirements
• To obtain appropriate approvals to ensure compliance with company policy, procedures and regulatory requirements/rules, with regards to data protection, money laundering, etc.
• To share ideas, best practice and other information within the team
• Ensure that own performance, HR and T&C records are up to date and meet the Company’s requirements
• Maintain accurate records and deal with correspondence appropriately

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