Hargreaves Lansdown
Senior End User Support Engineer
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Our purpose is to make it easy for people to save and invest for a better future. We are looking for great people to join us, so please come and invest in YOUR future at Hargreaves Lansdown.
We know that sometimes people can be put off applying for a job if they don't tick every box. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. We’d love to hear from you!
About the role
Hargreaves Lansdown, a leading FinTech company, is undergoing a technology transformation. As part of this journey, we are looking for a Senior End User Support Engineer with considerable experience in supporting Microsoft Windows and Apple Mac environments; someone who enjoys working with a variety of technologies and wishes to further their career by helping us achieve HL’s mission.
What you’ll be doing
- Acting as a senior escalation point for complex end user, hardware, software, Windows, macOS, mobile issues.
- Providing advanced troubleshooting and resolution across Windows, macOS, iOS, Microsoft Intune and JAMF services.
- Leading technical improvements across the end user device estate, including laptop builds, device configuration, lifecycle management and technical solutions.
- Working closely with the Build & Deploy team on supporting and enhancing the Microsoft Intune (including Autopilot, configuration profiles, compliance policies, patching, application deployment and endpoint security controls), and JAMF environments (macOS device management, including enrolment, policies, configuration profiles, patching, application deployment, FileVault and Apple device lifecycle processes).
- Helping deliver an excellent onboarding experience for all new colleagues, including device provisioning, shipping and remote handover for VIP or senior users.
- Ensuring all incidents, service requests, changes and asset updates are accurately recorded in the ITSM tool.
- Keeping colleagues informed of progress, clearly communicating technical issues and providing professional, customer-focused support.
- Ensuring incidents and requests are resolved within agreed SLAs, while identifying opportunities to reduce repeat issues.
- Lead on the teams technical problems and major incidents.
- Key technical role on strategic end user support projects.
- Reviewing existing services and proactively recommending improvements to enhance colleague experience, security, efficiency and reliability.
- Working closely with third-party partners and vendors to support device lifecycle, support escalations and service improvements. Including leading on hardware changes.
- Mentoring junior engineers and sharing knowledge across the team.
- Creating and maintaining technical documentation, support guides, knowledge articles and operational processes.
- Occasionally overseeing and managing contractor installations outside core business hours.
- Subject matter expert for the End User Support teams responsible applications: PaperCut MF and Hive, Olympus Dictation, Print Services, TeamViewer remote support.
- Undertake occasional out of hours work to perform SME application upgrades.
- Working closely with the product lead to review, form and deliver our roadmaps.
- Deputise for the product lead
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About you
- 6 Years previous experience in an IT Technical support role.
- Strong knowledge of Microsoft Office 365 and MS Operating Systems.
- A great understanding of ITIL, including incident, request, problem and change management.
- Advanced working knowledge of Microsoft Intune, including device enrolment, Autopilot, configuration, compliance, application deployment and endpoint security.
- Excellent communication skills, customer focused and a positive attitude.
- The ability to plan, prioritise and manage your own workload effectively.
- Willingness to engage with and work in other technologies.
- Flexible and adaptable when dealing with changing requirements and priorities.
- Able to resolve issues or come up with a workaround while under pressure.
- Strong troubleshooting skills across hardware, software, networking, endpoint management and collaboration platforms.
- Working knowledge of Microsoft Conditional Access.
Required Technologies and experience
- Azure AD
- Active Directory
- Microsoft Intune
- Microsoft Autopilot
- Microsoft Defender for Endpoint
- Microsoft 365 Certified: Endpoint Administrator Associate – MD-102
- JAMF Pro – Jamf 100 and 200 Qualification
- Apple Mac OSX
- Apple iOS
- Strong PowerShell automation skills
- Networking technologies such as TCP/IP, VLANs.
Desirable
- ServiceNow ITSM System
- Apple Business Manager
- Jamf 300 Qualification
- ITIL 4 foundation
- Atlassian – Jira
- Atlassian – Confluence
- Microsoft 365 Certified: Administrator Expert – MS-102
- Microsoft Teams Rooms
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Interview process
Initial call followed by an onsite interview
Working Schedule
We are based in Bristol, BS1 5HL. This role is permanent, full time, 37.5 hours per week, Monday to Friday, onsite in the Bristol office. Occasional out of hours work for upgrades, incidents and fixes is expected.
Why us?
Here at HL, we’re the UK’s number 1 investment platform for private investors, based in Bristol. For more than 40 years we’ve helped investors save time, tax and money on their investments.
To achieve our mission, we believe we have a workplace like no other, with constant learning, dynamic teams, and a great ethos. We're steered by core values that promote service, quality, innovation, and opportunity in everything we do.
What's on offer?
- Discretionary annual bonus* and annual pay review
- 25 days* holiday plus bank holidays and 1-day additional Christmas closure
- Option to purchase an additional 5 days holiday**
- Flexible working options available, including hybrid working
- Enhanced parental leave
- Pension scheme up to 11% employer contribution
- Income Protection and Life insurance (4 x salary core level of cover)
- Private medical insurance*
- Health care cash plans - including optical, dental, and outpatient care
- Health screening programme
- Help@hand - confidential support including mental health counselling and remote GP
- Wellhub - unlimited access to fitness providers and wellness coach sessions
- Variety of travel to work schemes with bike storage and shower facilities
- Inhouse barista and deli serving subsidised coffee and sandwiches
- Two paid volunteering days per year
*** dependant on role level
**** only available to select during our annual benefits window, in November each year
Hargreaves Lansdown is an inclusive employer that values diversity in its workforce. We encourage applications from all individuals without regard to race, religion, gender, sexual orientation, national origin, disability or age.
This role may also be available on a flexible working or part time basis – please ask the Recruitment & Onboarding team for more information.
Please note, we are unable to provide employment sponsorship to candidates.
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