Hargreaves Lansdown is a leading FinTech company, undergoing a large 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 Systems
- Understanding 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, BS1 5HL. 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 & annual pay review
- 25* days holiday plus bank holidays and 1-day additional Christmas closure time
- Option to purchase an additional 5 days holiday per year
- Flexible working options available, including hybrid working
- Pension scheme up to 11% employer contribution
- Sharesave scheme - have a real stake in HL's future
- Income Protection & Life insurance (4 x salary core level of cover)
- Health care cash plans - including optical, dental, and out patientcare
- Help@hand and an Employee Assistance Programme
- Gympass - gym memberships and wellbeing apps available
- Variety of travel to work schemes with free bike storage and shower facilities
- An inhouse barista serving subsidised coffee and snacks
- Join HL's sports, I&D networks and volunteering groups (two paid volunteering days per year)
- LifeWorks Discounts on services, restaurants and retailers
* up to 30 days depending on role level & increasing with length of service
We know that sometimes people can be put off applying for a job if they don't tick every box. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. We'd love to hear from you!
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.
