Lead IT Support Engineer London

LHV Bank , a fully licensed UK bank, specialises in Banking Services for global fintechs and SME Lending solutions. Our Retail Banking division provides a direct-to-customer banking proposition, including mobile apps (iOS & Android) and backend services leveraging modern cloud architectures (Kotlin/AWS).

As a leading Banking Services provider, LHV Bank delivers a wide range of services, including real-time multi-currency payments, accounts, acquiring, indirect scheme access, open banking, and FX solutions. Over 200 renowned fintech companies, such as Airwallex, Currencycloud, Truelayer, and Wise, utilise LHV Bank to serve more than 10 million end customers and access a pool of 500 million potential customers across the UK and Europe.

LHV Bank gained its UK banking licence in May 2023 and launched into the retail savings market through deposit aggregators in August 2023. It launched its direct to customer retail banking proposition in late 2024. More information:lhv.com

We are seeking an experienced Lead IT Support Engineer to join our team. As the Lead IT Support Engineer you will bring extensive knowledge of ITIL, ability to manage others while maintaining a hands-on approach. You will play a crucial role in ensuring the efficient and smooth operation of our service desk and support function. Expertise in Office 365 will be vital in assisting our employees with software-related issues and driving the effective utilisation of Office 365 tools across the organisation.

Please note this is a predominantly office-based role that asks you to be in the office 3-4 days a week. Occasional weekend on-call support as part of a rotating team schedule is also required.

Duties & Responsibilities:

• Manage and oversee the work of support engineers, ensuring the team runs smoothly and efficiently.
• Allocate tasks and responsibilities to team members, providing guidance and support as needed.
• Ensure SLAs are met across the team and report issues to Head of Technology.
• Monitor team performance and provide feedback to ensure high standards of service delivery.

Office 365 Support:

• Provide expert technical support for all Office 365 applications, including Outlook, SharePoint, OneDrive, Teams, and other related tools.
• Troubleshoot and resolve issues related to Office 365 functionality, permissions, and integration with other software.
• Work with Microsoft administrator to feedback on issues with endpoint configuration, Intune and Entra etc.

Help Desk Assistance:

• Respond promptly to IT support requests from employees, Jira ITSM, or in person.
• Diagnose and resolve hardware, software, network, and connectivity issues.

Software Installation and Configuration:

• Install, configure, and update Office 365 applications on employee devices.
• Assist in the deployment of software updates and patches to ensure security and functionality.

User Training and Guidance:

• Provide training and guidance to employees on effective utilisation of Office 365 tools, enhancing productivity and collaboration.
• Create and maintain user-friendly documentation and guides for Office 365 applications.

Security and Compliance:

• Implement and enforce security measures for Office 365 applications, including email security and data protection.
• Ensure compliance with industry standards and regulatory requirements.

Technical Documentation:

• Maintain accurate and up-to-date documentation of software configurations, troubleshooting procedures, and user guides.

Collaboration and Coordination:

• Collaborate with the IT team to escalate and resolve complex technical issues.
• Communicate effectively with vendors and service providers to address technical concerns.
• Stay up to date with the latest developments in Office 365 and related technologies.
• Suggest and implement improvements to optimise the performance of Office 365 applications.

Skills and Experience:

• Proven experience providing IT support in a professional environment.
• In-depth knowledge of Microsoft Office 365 applications and their features.
• Strong troubleshooting skills and ability to analyze and resolve technical issues.
• Familiarity with Windows operating systems and hardware components.
• Excellent communication skills and ability to convey technical information clearly to non-technical users.
• Customer-focused attitude with a passion for assisting users and solving problems.
• Strong organizational skills and ability to manage multiple tasks simultaneously.
• Relevant certifications such as Microsoft 365 Certified: Modern Desktop Administrator Associate or Microsoft 365 Certified: Teams Administrator Associate are a plus.

What we can offer you:

• Opportunity to work in a close-knit team environment.
• Professional development opportunities to enhance skills and knowledge.
• Contribution to the technology infrastructuremaking a significant impact on daily operations.

If you are a proactive IT professional with expertise in Office 365 and a strong commitment to providing excellent technical support, we encourage you to apply and become a valuable member of our IT team.

Some of our benefits

• Competitive salary & progression
• Open and inclusive culture
• Hybrid working
• Fantastic offices and great working environment
• Vitality Health Plan (includes private health insurance, travel insurance, gym discounts)
• Medicash health plan (Level 3)
• 5% employer pension contribution
• Life assurance
• Income protection insurance
• 28 days holiday plus 3 additional days, bank holidays & further days for various key life events
• Team socials

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This is a Hybrid role but we ask you to be in the London office 3-4 days a week, can you commit to this? * Select…

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