Canopius Group
Canopius Group
501 – 1,000 Employees
FinanceInsurance
Canopius Group is a global specialty insurance and reinsurance company serving clients across more than 130 countries. Its underwriting business spans Property, Reinsurance, Marine, Energy & Engineering, and UK Specialty, supported by teams based in the UK, US, Bermuda, Singapore, and Australia. The company combines international reach with expertise in complex Property & Casualty risks.

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.

Description

  • 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

Requirements

  • 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

Benefits

  • Hybrid work arrangement
  • Option to work from home
  • Support for remote workers

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