Job Detail - The Fidelis Partnership

Service Desk Support Engineer

London Permanent - Full Time

About Us

The Fidelis Partnership is a leading privately-owned, Bermuda-based Managing General Underwriter, which, through its subsidiaries, is a global underwriter of property, bespoke and specialty insurance and reinsurance products. The Fidelis Partnership is one of the largest Managing General Underwriters globally and its operations also include outwards reinsurance, claims handling, exposure management and portfolio analytics. The Fidelis Partnership also sponsors and incubates specialist MGAs through its Pine Walk platform. The Fidelis Partnership is separately owned and managed from the ownership and management of Fidelis Insurance Group.

Across product lines and geographies, we focus on three diversified pillars: reinsurance, specialty and bespoke solutions. We are truly diversified. Our long-standing partnerships with capital providers and quota share partners make us nimble. Our breadth of expertise and capabilities deliver outstanding market returns.

The Role

The Desktop Support Engineer is a key role within the Fidelis MGU technology team. You will work provide 3rd line BAU activities to 250+ users in UK, Ireland and Bermuda. A key focus will be designing/delivering high quality infrastructure projects to IT and the business. The successful candidate will work in a proactive and cooperative manner to ensure exceptional service and project delivery.
You will be operating in a Microsoft tech stack environment with a mix of on-prem and cloud (Azure) hosting as well as VMware.

Key Accountabilities

• Provide 1st and 2nd line desktop and system support services across all European offices
• IT administration activities to include, joiners, mover’s & levers process
• Creation of IT builds, distribution of software & hardware
• Support all collaboration tools including telephony, WebEx, Teams, O365, AV
• Mobile device management MDM & MAM
• Setup and support AV equipment for important business meetings
• Email security management, assessing held emails, adding email addresses/domains to permitted senders/blocked list as required
• Provide regular feedback to the IT team ensuring effective handover of incidents
• Continually think of ways to improve or refine the IT user experience
• Provide regular feedback to the Head of Infrastructure for projects, incident management and change management
• Mentor and guide junior members of the team
• Work to ensure there is always an approach of continuous improvement and implementation of best practice
• Effective documentation of relevant tools and reports
• Create a supportive and rewarding working environment that aligns with the company culture as well as instilling a sense of ownership, accountability and technical excellence in your team driving efficient processes and constantly push engineering best practice
• Develop an understand of our industry and our products and services
• Regular progress reporting, defining and reporting KPIs and key objective/result metrics including helping your team define, drive and achieve their objectives and key results
• Keep stakeholders up to date on all activities that affects their individual goals and be a point contact for work status
• Continual focus on long term technology effectiveness, simplicity of solutions and appropriate controls

Skills & Experience

• At least 3 years’ experience providing IT support in a similar role

• Experience working in a desktop support/IT support/infrastructure support capacity for a financial services or insurance organisation. Ideally ITIL certified.
• Strong knowledge of Windows 10, MS Office, O365, Active Directory (AD) and Exchange Online.
• Strong knowledge of DNS, DHCP and Group Policy
• Experienced in creating user accounts, creating distribution lists and global contacts
• Strong analytical and problem solving skills
• Strong knowledge of Microsoft SCCM or WDS
• Experience with MimeCast, TeamViewer and some scripting knowledge would be an advantage
• Work as part of a team and be willing and able to work outside normal office hours as required
• Strong customer service mentality with the ability to develop and maintain relationships with stakeholders at all levels
• Strong motivational and people skills, helping team members to excel in a culture of
collaboration and openness
• Excellent organisation and time-management skills, with demonstrated ability to work in a dynamic and fast-paced enterprise level environment
• Strong communication skills, both oral and written with proven ability to influence change. You should be able to communicate clearly and with purpose, working effectively with team members and stakeholders across the organisation
• Able to deliver objectives assigned to you with a strong sense of urgency
• Always maintain a high bar of quality and have pride in doing work well to high engineering standards
• Adaptable working in a heterogeneous IT environment
• Passionate about building high-quality systems with meticulous attention to detail
• Ability to follow and improve process, and improve your skills on an ongoing basis
• Take ownership of your work and responsibility for outcomes
• Strong business stakeholder management
• Professional and positive, with good customer-facing practices
• Analytical and diligent, with attention to detail
• Resilient: The ability to cope successfully under pressure and with shifting priorities
• Effective collaborator and communicator at all levels, who use their initiative and shares skills
• Be a self-motivated, self-sufficient, enthusiastic team player
• Be willing to travel – locally and internationally, as required

Other

The Fidelis Partnership Ethos

At The Fidelis Partnership, we aim to be different while making a difference.

We set the standard for quality in our industry. Guided by our expertise, our clients can take unique and material risks with confidence.
Our approach is tailored and designed to deliver excellence for our clients. We are trailblazers, creating unique solutions in the (re)insurance space.
We are experts. Our brokers and clients value the depth of our knowledge and experience. We leverage state-of-the-art underwriting technology to be a market leader.
We believe sound ethics make for good business. We deliver value for our customers, investors and communities while actively avoid trading with industries that cause harm to people, the environment and animals.
We pride ourselves in creating a workplace that prizes execution, meritocracy, Diversity & Inclusion. Our people herald from countless backgrounds and are united by ambition and the unabashed desire to deliver excellence every day. We provide a competitive environment that helps people cultivate themselves professionally and personally and balance a rigorous workplace with a mindset that prioritises environmental and charitable activities in our communities worldwide.

Our ethos dictates our decisions and actions. It unites us as a team of experts and colleagues and provides us with a compass for ensuring we deliver our best to every stakeholder we serve.

Diversity, Equity & Inclusion

Diversity & Inclusion in the workplace

Insofar as possible, we aim to ensure the composition of our workforce reflects the make-up of the local community
We have specific programmes in all our offices to support diversity within the hiring process, e.g. internship and scholarship award programmes
This is a particular focus in Bermuda, where we engage actively with local organisations to source diverse talent and provide coaching/mentoring for underrepresented groups
We aim to maintain a focus on equal opportunities across all stages of hiring process
We measure and minimise the pay gap where possible.

Bring Your Whole Self to Work

Our vision is for a workplace culture where differences are valued and where diversity of background, experience and thought are welcomed. We want to create an environment where all employees, regardless of who they are, are given equal opportunities for career progression and enjoy fair reward from their and The Fidelis Partnership's successes. This will be driven by a workforce that embraces Diversity & Inclusion at every level, in every department across The Fidelis Partnership.

To ensure that all candidates have a fair opportunity to show their abilities during the recruitment process, adjustments may be required. If your physical or mental health or disability may necessitate an adjustment, please contact fidelis@avenciaconsulting.com to discuss. All information relating to your health or disability will be treated in accordance with our data protection policy.

Apply by 23/09/2024

Reference: FID01146

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