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Tech Zone Support Technician – London Hybrid
Provide second-line deskside, Microsoft 365, device, and incident support for Canopius Group’s global insurance operations. This full-time hybrid role is based in London.
विवरण
- Deliver responsive technology support and customer service to Canopius’s global users
- Provide second-line deskside assistance and coordinate business-critical and priority incidents
- Represent Service Management at the London Tech Zone and serve as a principal customer escalation point
- Assist office-based and remote users with technical problems, major incidents, and escalated tickets
- Oversee tickets assigned to external teams supporting Canopius’s IT services
- Carry out complex operational support across several technical disciplines
- Give business users advanced guidance on complex technical issues
- Develop documentation for support teams and end users
- Organize workload and priorities through ticketing platforms and established workflows
- Diagnose complex infrastructure, support-service, and low- to medium-complexity application problems
- Coordinate the migration, configuration, and deployment of new or upgraded infrastructure and support services
- Maintain office networking and audio-visual technologies
- Configure and administer laptops and smartphones for new starters and existing deployments
- Resolve laptop and connectivity issues for home-based workers
- Deliver second-line Microsoft 365 and Teams support, including usability guidance
- Develop and maintain service procedures, policies, and standards
- Oversee networking rooms and cabling
- Support corporate and bring-your-own-device Android and iOS smartphones
- Work with the first-line Service Desk on escalations, problems, and major incidents
- Take part in testing changes and newly introduced processes
- Serve as a key escalation contact for incidents, requests, customer experience, problem management, and incident management
आवश्यकताएँ
- Prior experience in an IT support position
- Strong IT capability, including troubleshooting computer hardware and software problems
- Background supporting desktop computers, laptops, mobile devices, and audio-visual equipment
- Working knowledge of Microsoft 365, OneDrive, SharePoint Online, Teams, Active Directory, Azure AD, Intune, TCP/IP, DNS, and DHCP is preferred
- Experience coordinating with specialist third-party support providers, engineers, and ticket queues
- Experience supporting Azure cloud services and related technologies
- Clear verbal and written communication skills
- Experience supporting diverse user groups, including VIP users
- Sound understanding of security, audit, and compliance obligations
- Experience using ServiceNow ITSM, preferably including ITOM
- PowerShell and Power BI experience is highly desirable
- Confidence handling daily support work while contributing tactical and strategic thinking
- Careful, detail-oriented approach with a high level of accuracy
- Proactive self-starter who takes initiative
- Strong teamwork, relationship management, and communication abilities
- Ability to work effectively with people from varied cultures and organizational levels
- Experience in a global organization and in balancing worldwide and local priorities
लाभ
- Hybrid work arrangement
- Option to work from home
- Support for remote workers
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