Technical Support Lead - 9 months FTC

About MIB

At MIB our people are passionate about making roads safer by getting uninsured and hit-and-run drivers off our roads.

Working in partnership with the Police, Insurers and Government our collective aim is to make it a thing of the past but, until that’s accomplished, we’re here to compensate victims quickly, fairly and compassionately.

Last year we helped more than 34,000 people struck by uninsured and hit-and-run drivers and paid over £400 million in compensation to support victims rebuild their lives.

About the role

• Provide fixed-term technical support cover during the Technical Support Lead’s paternity leave, supporting operational continuity across end user computing, Service Desk escalation, endpoint management and improvement activity.
• Work closely with the Cloud Architect and Infrastructure teams to support the migration of printing solutions to cloud-based services, reducing reliance on on-premises print infrastructure for hybrid-built devices.
• Assist with the transition of hybrid-joined machines to Entra ID-only devices using Autopilot, helping to identify blockers, complete testing and support affected users through change.
• Support laptop configuration, device replacement activity and docking station rollout in the office, ensuring users have reliable and fit-for-purpose equipment.
• Assist with the mitigation of vulnerabilities on end user computing devices identified by Tenable, supporting patching and remediation within defined SLAs.
• Provide hands-on support for varied ad-hoc technical tasks, incident resolution and Service Desk activities where additional capacity or technical depth is required.

Key responsibilities

• Work with the Cloud & Security teams to support the migration of print services to a cloud-based solution, helping to document current print dependencies, test new configurations and support rollout activity.
• Support the migration of hybrid-joined devices to Entra ID-only using Autopilot, including assessing current blockers, validating build processes and coordinating testing with existing hybrid users.
• Engage with Infrastructure support teams to progress technical dependencies relating to Autopilot, cloud print, device build processes and endpoint configuration.
• Configure, prepare and deploy laptops for joiners, replacements and refresh activity in line with agreed build and asset management processes.
• Assist with office-based hardware activity, including replacement of docking stations, desk-side troubleshooting and ensuring users have appropriate connectivity and peripherals.
• Review vulnerability outputs for end user computing devices, prioritise remediation activity and assist with patch deployment within defined SLAs using approved tooling and processes.
• Investigate and resolve 2nd line incidents and service requests, acting as an escalation point where Service Desk Analysts require additional technical support.
• Maintain clear documentation of testing, configuration changes, known issues and support procedures to support handover and operational resilience.
• Liaise with internal resolver groups, third-party suppliers and wider IT stakeholders to progress technical issues, changes and improvement activity.
• Promote good ITIL practice by ensuring incidents, requests and changes are logged, updated, prioritised and progressed in line with agreed processes.

Skills and Experience

• Previous experience in a Service Desk, 2nd line support or end user computing role, ideally within a Microsoft 365 and Windows endpoint environment.
• Hands-on experience with Microsoft Intune, Autopilot, Entra ID-joined or Hybrid-joined devices, Windows laptop builds and device lifecycle support.
• Understanding of cloud print concepts, endpoint configuration, device compliance, patching and vulnerability remediation processes.
• Strong troubleshooting and analytical skills, with the ability to investigate blockers, test solutions and clearly document findings.
• Confident working with Infrastructure, Cloud, Information Security, Service Desk colleagues and third-party suppliers to progress technical activity.
• Customer-focused approach with professional communication skills and the ability to support users both remotely and at desk side.
• Well organised and comfortable working across varied ad-hoc priorities while maintaining attention to detail and agreed service levels.
• Able to work independently while escalating risks, blockers or dependencies promptly where additional support or decisions are required.
• Working Hours: 35
• Working Pattern: 9am - 5pm, Monday - Friday
• Office Location: Milton Keynes
• Job Type: Fixed-Term
• IT kit supplied to you
• £320 (before tax) start up allowance
• Hybrid working (2 days in the office per week)
• Contributory Group Stakeholder Personal pension scheme
• Life Assurance
• Employee Incentive Scheme
• 23 days holiday (plus bank holidays)
• Holiday purchase scheme
• Sports and Social Club
• 24/7 Employee Assistance Programme
• Free access to online tools to support mental and physical health
• Enhanced maternity, paternity and adoption leave
• 1 volunteer day each year and charity matched funding scheme

We believe in a workplace where everyone can be themselves.

Through our different ideas, personalities and experiences, we redefine what is possible every day.

And regardless of your colour, age, race, gender, sexual orientation or anything else you consider yourself to be, there is a place for you at MIB.

A place where you can bring your best self to work every day.

So, if you think big, love a challenge and want to make a difference to people’s lives, we want to hear from you.

*We aim to keep this advert open until the closing date, but on occasion we may close it early if application numbers are high*

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