Job Description

Colleague Experience Engineer

Grade: 4
Reporting to: Head of IT Colleague Experience
Location: Swansea

About us

IQUW is a speciality (re)insurer at Lloyd’s (Syndicate 1856) underwriting a diverse range of Property, Commercial and Speciality (re)insurance products from Cargo and Marine to Political Violence, Terror and War. We combine data, intelligent automation and human expertise to make smart decisions, fast.

ERS is the UK's largest specialist motor insurer with an A+ rating. We recognise that for some, motor insurance is more than just a must-have; it's a way of taking care of what stands at the heart of their passion or livelihood. For those people, standard insurance isn't enough. That's why we work exclusively with motor insurance brokers to help get under the skin of the most difficult insurance risks, helping build products to meet their customer’s needs.

The role

As a Colleague Experience Engineer, you’ll play a pivotal role in providing technical support within a busy customer-facing environment. Your responsibilities will encompass a broad spectrum of client technology, both onsite and remotely. You will be seen as an escalation point within the Service Desk function and provide solutions and ownership to more complex tasks and undertakings

Key responsibilities

Technical Support Excellence:

• Provide senior-level technical support for end-user compute and associated software products.
• Address incidents, service requests, and tasks within agreed Organisational Level Agreements (OLAs).

Guidance and Mentoring:

• Offer technical guidance and mentorship to the wider service  desk team.
• Foster a collaborative environment where knowledge sharing, and continuous improvement are key to our success.

Device Management:

• Develop solutions to improve device build and management using new and existing technologies
• Experience in laptop build with Intune device management

Escalation Management:

• Review and mitigate escalations promptly.
• Escalate relevant matters when necessary to prevent customer dissatisfaction or operational disruption.

Policy Adherence:

• Execute policies and processes outlined by departmental management.
• Uphold IQUW values in all interactions, ensuring ethical and professional standards.

Essential qualifications, skills and experience

• MCDST certification or equivalent (preferable but not mandatory).
• Demonstrated ability to act as a technical lead within a team.
• ITIL Understanding:
• Essential understanding of ITIL principles (ITIL qualification preferable).

Technical Proficiency:

• PC hardware and software.
• Audio Visual Equipment.
• Printers.
• Networking.
• Microsoft suite.
• Citrix.
• Active Directory.
• Microsoft Intune
• Microsoft Cloud technologies (Endpoint Manager, Azure, CPC, AVD).

Desirable behavioural attributes

• Initiative
• Driving & Delivering Results.
• Planning & Organising 
• Effective Communication Skills 
• Team player 

Additional Information

• A full job description can be seen here