Senior End User Support Engineer

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 doingActing 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 leadAbout you6 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 experienceAzure ADActive DirectoryMicrosoft IntuneMicrosoft AutopilotMicrosoft Defender for EndpointMicrosoft 365 Certified: Endpoint Administrator Associate - MD-102JAMF Pro - Jamf 100 and 200 QualificationApple Mac OSXApple iOSStrong PowerShell automation skillsNetworking technologies such as TCP/IP, VLANs.DesirableServiceNow ITSM SystemApple Business ManagerJamf 300 QualificationITIL 4 foundationAtlassian - JiraAtlassian - ConfluenceMicrosoft 365 Certified: Administrator Expert - MS-102Microsoft Teams RoomsInterview processInitial call followed by an onsite interviewWorking ScheduleWe 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 review25 days* holiday plus bank holidays and 1-day additional Christmas closureOption to purchase an additional 5 days holiday**Flexible working options available, including hybrid workingEnhanced parental leavePension scheme up to 11% employer contributionIncome Protection and Life insurance (4 x salary core level of cover)Private medical insurance*Health care cash plans - including optical, dental, and out patientcareHealth screening programmeHelp@hand - confidential support including mental health counselling and remote GPWellhub - unlimited access to fitness providers and wellness coach sessionsVariety of travel to work schemes with bike storage and shower facilitiesInhouse barista and deli serving subsidised coffee and sandwichesTwo paid volunteering days per year* dependant on role level** only available to select during our annual benefits window, in November each yearHargreaves 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.#HLITPBN1_UKTJ