Digital Workplace Services Support Engineer

Division: IT
Department: Digital Workplace Services
Location: London
Type (Permanent/FTC/Contract): Permanent
About the Role
A Digital Workplace Services support Engineer resolves issues present across the business for the companies end users. The engineer will be required to complete installs, maintenance, and troubleshooting across client software and hardware, whether onsite or remotely. The desktop engineer’s vital goal is to deliver support to an organisations end user compute.
About the Department & Team
The LSM Technology Service Management function is responsible for the provision, support, maintenance, and development all infrastructure and physical End User Hardware within Liberty Specialty Markets. This team is responsible for infrastructure across all offices (servers, databases, voice and data networks across multiple data centres and cloud platforms) and for providing end-user computing services and user-facing desktop support. The team also supports a number of delivery portfolios across LSM who are separately responsible for the delivery and support of business applications.
The Desktop Support team is responsible for providing end-user computing services and user-facing support services. The Liberty Mutual Helpdesk in the US provides primary first line support services but the Desktop Support team in London supplements this service with a walk-up Tech Bar for an enhanced user experience and in-office support colleagues in several European locations.
The team works closely with the wider Liberty Mutual technology organisations such as Global Digital Services (GDS) in the US and with Liberty Information Technology (LIT) in Belfast to ensure a coordinated and effective IT service for the LSM business.
Key Responsibilities
• Assisting office workers with their computer systems
• Providing computer support services both for software and hardware for an organization’s employees
• Testing of computers and ensuring that computer systems are functioning properly
• Physical setting up of computers and software system installation for various computer applications and programs
• Identifying and solving any problems that affect computer operating systems
• Discussing with individual staff members who work on the computers what the problems is to figure out how to help solve the problem. Individual assessments of computer systems to
identify the problem(s)
• Maintenance of networking systems
• Maintenance and upgrading of computer systems or offering recommendations on upgrades needed
• Networking and connecting computers within the same organization to enhance communication
• Training staff and orienting them on how to use computer hardware and software systems
• Troubleshooting routine problems and maintenance of servers
• Carrying out other duties as you may be requested by management
• Maintaining other computer peripheral devices such as printers and solving printing problems if they arise
• Process the Joiner, Mover, and Leaver tickets to deliver successful onboarding, movement and offboarding
• Logging the work in the ITSM tool
Skills and Experience
• Remedy Call Logging
Work Experience:
• Proven experience with a minimum of 3 years as a Desktop Support Engineer or Support Technician.
• Advanced knowledge of computer hardware systems, chipsets, memory modules, and peripherals.
• Knowledge of popular operating systems, software applications, and remote connection systems.
• Ability to solve complex hardware and software issues.
• Ability to travel and work after hours when necessary.
• Excellent interpersonal and customer relationship skills.
• Strong written and verbal communication skills with good listening skills.
• Ability to manage challenging situations with internal business customers.
• Must be able to assimilate complicated issues quickly, simplify them and make decisions based upon the inputs to ensure that issues are quickly resolved.
• Highly organised with ability to structure work of self and others and to continually reprioritise work based on impact and changing needs.
About Liberty Specialty Markets (LSM)
Liberty Specialty Markets is part of Liberty Mutual Insurance Group, a leading global insurer. We offer a breadth of world-class insurance and reinsurance services to brokers and insurers in all major markets.
Our people are key to our success. That is why “Put People First” is one of the five Liberty values which unite us as a global organisation. We bring this to life for our colleagues through:
• Offering a vibrant and inclusive environment and committing to their career development.
• Promoting diversity, equity and inclusion (DEI). Our Inclusion Matters framework and employee-led networks strengthen the diversity of our workforce and our inclusive environment.
• Reinforcing that collaborating to share our unique perspectives help us make better decisions, deliver innovative solutions and pursue our ambitious goals.
• A supportive culture, which includes promoting a healthy work-life balance and working flexibly.
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