We’re First Central Insurance & Technology Group (First Central for short), an innovative, market-leading insurance company. We protect the things customers love so they can get on with what matters to them in life.
Data drives us. It fuels our outstanding distribution, finance, technology and legal services. Our underwriting skills are built on data expertise; it creates the insights we need to give the right cover to the right customers at the right price. But, it’s the people inside and outside our business that power us. They make us stand out, help us succeed. We’re ambitious. We’re growing. We’ve won awards.
We currently have an exciting opportunity for a Technical Support Engineer - 3rd Line to join our Technology and Data Team in either our Haywards Heath, Manchester or Guernsey locations. Occasional working from the office required but we are flexible.
You’ll be responsible for providing exceptional, escalated support for a variety of products, services and platforms to all colleagues in relation to technology related incidents, service requests and project delivery. With a proactive mindset you'll have a keen interest in automation and a desire to better the way we work.
In addition, you will provide oversight, direction, and will act as an escalation point for the Technical Support Team, enabling, instigating and facilitating continual improvement initiatives. You’ll also be assisting with the implementation of new technology and proactively improving existing products to ensure the use of latest features and most efficient ways of working and helping to support up-skilling and development of the first and second line support teams, you will also contribute to technology projects and initiatives.
Core skills you’ll need to succeed in the role:
* You have strong experience in providing technical support for Azure and Automation technologies.
* Possess in-depth knowledge of Microsoft Azure AD, Intune, Conditional Access, Autopilot, and other related technologies.
* Have experience with Microsoft Defender for Endpoint, Office 365 and other related technologies.
* Are customer driven, always thinking of how to better improve or streamline the service we provide.
* Possess solid technical support experience.
* You will be an enthusiastic learner, with a desire to stay current on latest technologies.
* You will embrace change and improved ways of working.
Intrigued? Read on to find out what you’ll be doing and apply!
What’s Involved:
* Proactively deliver and maintain the desktop, telephony, and application infrastructure so that it is supported, and failures minimised.
* Engage in 3rd line level BAU support, troubleshooting and delivery of modern technologies.
* Provide a technical escalation point for first and second line colleagues.
* Proactively engage with users where required to troubleshoot and resolve incidents and requests.
* Act as the team point of contact for problem identification and resolution.
* Managing the life cycle of service requests and incidents.
* Log, analyse, triage, and prioritise all IT Incidents, service requests, Problems and Changes received via all communication channels into the 3rd line team.
* Engage in the support and delivery of technology projects.
* Ensure all hardware images are maintained and deployed to a secure, high performing ‘gold’ standard within a hybrid environment of SCCM and Intune/AutoPilot.
* Application packaging and deployment.
* Proactively identify underlying problems, propose and implement resolutions.
* Application maintenance and packaging including 3rd party application updates.
* Application packaging and deployment via SCCM and/or Intune.
* Ensure that the team documentation, processes, and procedures are kept up-to-date and followed.
* Manage a mixed workload of projects and continuous improvement initiatives.
* Maintain knowledge of information governance standards for Cyber Security, legal and regulatory compliance, and an understanding of its application in practice.
* Troubleshoot and fix a variety of hardware issues.
* Assist in the delivery of Projects/Change e.g. documentation, training, test scenarios, technical analysis
* Manage and support out of hours software upgrades/implementations and testing in conjunction with Business Change, Technology, and other stakeholders.
* To always ensure compliance with company and other relevant standards/ regulations.
* Implement automation for repetitive tasks using PowerShell scripting, Power Automate or similar tools.
* Perform regular security, maintenance, and hardware checks.
* Support and engage in the design, installation and upgrade of desktop infrastructure.
* Proactively identify and track risk and issues using the documented processes.
* Responsible for ensuring procedures and documentation are created and updated when necessary.
* On call support - In addition to normal working hours Monday-Friday, staff performing this role are expected to work out of hours for specific project tasks and support other teams within Technical services.
* Provide 3rd line investigation and diagnosis of all incidents and service requests
* Verify resolution with users and resolve incidents with our ITSM tool withing agreed SLA
* Escalate incidents at risk of breaching SLA to the Technology Support Lead.
* Proactively support in the upskilling of 1st line and 2nd line support teams.
Skills and experience:
* Knowledge and experience of Active Directory group policy – essential.
* Minimum 3 years’ experience in a fast-paced, agile support role - essential
* Experience of application packaging and deployment - essential
* Experience with Intune, SCCM, Azure and Powershell - essential
* Exceptional customer service and people skills - essential
* Good time management and organisation skills – essential
Behaviours:
* Extremely self-motivated and enthusiastic
* A strong drive to learn new and changing technologies, processes, and procedures
* An organised and pro-active approach
* A genuine interest in technology
* A flexible approach and positive attitude
* Emphasis on attention to detail and accuracy
* Willingness to adhere to high audit standards
* Forthcoming with suggestions for change and improvements
* Takes ownership & responsibility of issues
* Strives to drive business improvements to contribute to the success of the business
* Embrace, embed and incorporate the company values
People first. Always. We’re passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so that’s what we offer. Our workplaces are energetic, inspirational, supportive. To get a taste of the advantages you’ll enjoy, take a look at all our perks in full here .
Intrigued? Our Talent team can tell you everything you need to know about what we want and what we’re offering, so feel free to get in touch.
86% of people would recommend a friend to work at First Central
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Flexible Bank Holidays
Eight flexible bank holidays; you can choose which festivals you observe
We’re passionate about it. Everyone gets a paid day off annually to volunteer
Electric Car Scheme
Plug into our Electric Car Scheme for a deal with insurance, road tax and servicing
Flexible Working
We’re flexible; most roles let you mix office and home working. We work fluidly around core hours
Your Time in Need
Your Time in Need: five days’ leave so you can deal with life stuff. We’ll support you
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