IT Exec Support Engineer

Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries. People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities – work/life balance, career progression, sustainability, volunteering – you’ll find like-minded people driving change at Howden.

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, including over 500+ global VIP employees.
• Maintaining an excellent standard of support, and building relationships with key execs/PAs.
• 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 (including 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.
• Video Conferencing Technologies.
• Apple OSX/Apple Mobile.
• 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.

Professional Qualifications

• Relevant professional IT qualifications.
• ITIL Foundation V4.

A career that you define. At Howden, we value diversity – there is no one Howden type. Instead, we’re looking for individuals who share the same values as us:

• Our successes have all come from someone brave enough to try something new.
• We support each other in the small everyday moments and the bigger challenges.
• We are determined to make a positive difference at work and beyond.

Reasonable adjustments

We're committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours or hybrid working. If you're excited by this role but have some doubts about whether it’s the right fit for you, send us your application – if your profile fits the role’s criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require.