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For Companies At a Glance
- Tasks: Provide top-notch technical support and mentor the service desk team.
- Company: IQUW is a leading specialty insurer at Lloyd’s, known for innovation and expertise.
- Benefits: Enjoy a collaborative work environment with opportunities for growth and development.
- Why this job: Join a dynamic team where your tech skills make a real impact on customer experience.
- Qualifications: MCDST certification preferred; ITIL understanding and strong technical skills required.
- Other info: Full-time role based in Swansea, ideal for tech-savvy individuals looking to advance their careers.
The predicted salary is between 28800 - 43200 ÂŁ per year.
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Overview
Colleague Experience Engineer
Overview
Job Description Colleague Experience Engineer
Grade: 4
Reporting to: Head of IT Colleague Experience
Location: Swansea
About Us
IQUW is a speciality (re)insurer at Lloyd’s (Syndicate 1856) underwriting a diverse range of Property, Commercial and Speciality (re)insurance products from Cargo and Marine to Political Violence, Terror and War. We combine data, intelligent automation and human expertise to make smart decisions, fast.
ERS is the UK\’s largest specialist motor insurer with an A+ rating. We recognise that for some, motor insurance is more than just a must-have; it\’s a way of taking care of what stands at the heart of their passion or livelihood. For those people, standard insurance isn\’t enough. That\’s why we work exclusively with motor insurance brokers to help get under the skin of the most difficult insurance risks, helping build products to meet their customer’s needs.
The role
As a Colleague Experience Engineer, you’ll play a pivotal role in providing technical support within a busy customer-facing environment. Your responsibilities will encompass a broad spectrum of client technology, both onsite and remotely. You will be seen as an escalation point within the Service Desk function and provide solutions and ownership to more complex tasks and undertakings
Key Responsibilities
Technical Support Excellence:
- Provide senior-level technical support for end-user compute and associated software products.
- Address incidents, service requests, and tasks within agreed Organisational Level Agreements (OLAs).
Guidance And Mentoring
- Offer technical guidance and mentorship to the wider service desk team.
- Foster a collaborative environment where knowledge sharing, and continuous improvement are key to our success.
Device Management
- Develop solutions to improve device build and management using new and existing technologies
- Experience in laptop build with Intune device management
Escalation Management
- Review and mitigate escalations promptly.
- Escalate relevant matters when necessary to prevent customer dissatisfaction or operational disruption.
Policy Adherence
- Execute policies and processes outlined by departmental management.
- Uphold IQUW values in all interactions, ensuring ethical and professional standards.
Essential Qualifications, Skills And Experience
- MCDST certification or equivalent (preferable but not mandatory).
- Demonstrated ability to act as a technical lead within a team.
- ITIL Understanding:
- Essential understanding of ITIL principles (ITIL qualification preferable).
Technical Proficiency
- PC hardware and software.
- Audio Visual Equipment.
- Printers.
- Networking.
- Microsoft suite.
- Citrix.
- Active Directory.
- Microsoft Intune
- Microsoft Cloud technologies (Endpoint Manager, Azure, CPC, AVD).
Desirable behavioural attributes
- Initiative
- Driving & Delivering Results.
- Planning & Organising
- Effective Communication Skills
- Team player
Additional Information
- A full job description can be seen here
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Engineering and Information Technology
-
Industries
Insurance
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Desktop Engineer employer: IQUW
Contact Detail:
IQUW Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Desktop Engineer
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Microsoft Intune and Azure. Having hands-on experience or relevant projects to discuss can set you apart during interviews.
✨Tip Number 2
Showcase your problem-solving skills by preparing examples of how you've handled technical issues in the past. Be ready to explain your thought process and the steps you took to resolve those challenges.
✨Tip Number 3
Network with current or former employees of IQUW on platforms like LinkedIn. Engaging with them can provide insights into the company culture and expectations, which can be beneficial during your interview.
✨Tip Number 4
Prepare to discuss ITIL principles and how they apply to your work. Understanding these concepts will demonstrate your readiness to align with the company's operational standards and improve service delivery.
We think you need these skills to ace Desktop Engineer
Some tips for your application 🫡
Understand the Role: Read through the job description carefully to understand the key responsibilities and qualifications required for the Colleague Experience Engineer role. Tailor your application to highlight how your skills and experiences align with these requirements.
Highlight Relevant Experience: When writing your CV and cover letter, focus on your technical support experience, especially in areas like device management, ITIL principles, and any relevant certifications such as MCDST. Use specific examples to demonstrate your expertise.
Showcase Soft Skills: In addition to technical skills, IQUW values effective communication and teamwork. Make sure to include examples of how you've successfully collaborated with others or mentored team members in previous roles.
Proofread Your Application: Before submitting your application, take the time to proofread your CV and cover letter. Check for any spelling or grammatical errors, and ensure that your documents are well-structured and easy to read.
How to prepare for a job interview at IQUW
✨Showcase Your Technical Skills
As a Colleague Experience Engineer, you'll need to demonstrate your technical proficiency. Be prepared to discuss your experience with PC hardware, software, and device management tools like Microsoft Intune. Highlight specific examples where you've successfully resolved complex technical issues.
✨Understand ITIL Principles
Since an understanding of ITIL principles is essential for this role, make sure you can articulate how these principles apply to service management. Prepare to discuss any relevant qualifications or experiences that showcase your knowledge in this area.
✨Emphasise Team Collaboration
This role requires effective communication and teamwork. Be ready to share examples of how you've worked collaboratively in previous positions, especially in mentoring or guiding team members. This will show your ability to foster a positive work environment.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle escalations. Think of past experiences where you had to manage difficult situations or customer dissatisfaction, and be ready to explain your thought process and the outcomes.
