At a Glance
- Tasks: Support and troubleshoot complex end user issues across Windows and macOS environments.
- Company: Join Hargreaves Lansdown, the UK's leading FinTech company, in a tech transformation journey.
- Benefits: Enjoy competitive pay, annual bonus, 25 days holiday, and a dynamic work environment.
- Other info: Mentor junior engineers and collaborate on exciting strategic projects.
- Why this job: Make a real impact by enhancing user experience and driving technical improvements.
- Qualifications: 6 years of IT support experience with strong knowledge of Microsoft Intune and Office 365.
The predicted salary is between 49500 - 60500 £ per year.
Hargreaves Lansdown, a leading FinTech company, is undergoing a technology transformation. As part of this journey, we are looking for a Senior End User Support Engineer with considerable experience in supporting Microsoft Windows and Apple Mac environments; 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:
- Acting as a senior escalation point for complex end user, hardware, software, Windows, macOS, mobile issues.
- Providing advanced troubleshooting and resolution across Windows, macOS, iOS, Microsoft Intune and JAMF services.
- Leading technical improvements across the end user device estate, including laptop builds, device configuration, lifecycle management and technical solutions.
- Working closely with the Build & Deploy team on supporting and enhancing the Microsoft Intune and JAMF environments.
- Helping deliver an excellent onboarding experience for all new colleagues, including device provisioning, shipping and remote handover for VIP or senior users.
- Ensuring all incidents, service requests, changes and asset updates are accurately recorded in the ITSM tool.
- Keeping colleagues informed of progress, clearly communicating technical issues and providing professional, customer-focused support.
- Ensuring incidents and requests are resolved within agreed SLAs, while identifying opportunities to reduce repeat issues.
- Leading on the team's technical problems and major incidents.
- Key technical role on strategic end user support projects.
- Reviewing existing services and proactively recommending improvements to enhance colleague experience, security, efficiency and reliability.
- Working closely with third-party partners and vendors to support device lifecycle, support escalations and service improvements.
- Mentoring junior engineers and sharing knowledge across the team.
- Creating and maintaining technical documentation, support guides, knowledge articles and operational processes.
- Occasionally overseeing and managing contractor installations outside core business hours.
- Subject matter expert for the End User Support teams responsible applications.
- Undertake occasional out of hours work to perform SME application upgrades.
- Working closely with the product lead to review, form and deliver our roadmaps.
- Deputising for the product lead.
About you:
- 6 Years previous experience in an IT Technical support role.
- Strong knowledge of Microsoft Office 365 and MS Operating Systems.
- A great understanding of ITIL, including incident, request, problem and change management.
- Advanced working knowledge of Microsoft Intune.
- Excellent communication skills, customer focused and a positive attitude.
- The ability to plan, prioritise and manage your own workload effectively.
- 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.
- Strong troubleshooting skills across hardware, software, networking, endpoint management and collaboration platforms.
- Working knowledge of Microsoft Conditional Access.
Required Technologies and experience:
- Azure AD
- Active Directory
- Microsoft Intune
- Microsoft Autopilot
- Microsoft Defender for Endpoint
- Microsoft 365 Certified: Endpoint Administrator Associate - MD-102
- JAMF Pro - Jamf 100 and 200 Qualification
- Apple Mac OSX
- Apple iOS
- Strong PowerShell automation skills
- Networking technologies such as TCP/IP, VLANs.
Desirable:
- ServiceNow ITSM System
- Apple Business Manager
- Jamf 300 Qualification
- ITIL 4 foundation
- Atlassian - Jira
- Atlassian - Confluence
- Microsoft 365 Certified: Administrator Expert - MS-102
- Microsoft Teams Rooms
Interview process: Initial call followed by an onsite 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 and annual pay review, 25 days holiday plus.
Senior End User Support Engineer in London employer: Hargreaves Lansdown
As a Senior Platform Engineer at our innovative Cloud Platform team, you'll be part of a dynamic work culture that prioritises collaboration and creativity. We offer competitive benefits, including professional development opportunities to enhance your skills and advance your career, all while working in a location that fosters a vibrant tech community. Join us to make a meaningful impact in shaping the future of cloud solutions.
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We think this is how you could land Senior End User Support Engineer in London
✨Join the IT Consultancy Buzz
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Create a personal project or case study relevant to the challenges Hargreaves Lansdown might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
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We think you need these skills to ace Senior End User Support Engineer in London
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Hargreaves Lansdown.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Hargreaves Lansdown. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Hargreaves Lansdown
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
