Digital Workspace Engineer
17 days ago
Haywards Heath
Were 1st Central a market-leading insurance company utilising smart data and technology at pace. Rapid growth has been based on giving our 1.4 million customers exactly what they want: great value insurance with an excellent service. And thats the same for our colleagues too; we won Insurance Employer of the Year at the British Insurance Awards 2024 and our Glassdoor score is pretty mega too! Were on the hunt for a skilled Digital Workspace Engineer to provide advanced technical support and act as a key escalation point. This role is pivotal in driving a shift-left approach ensuring tasks are automated or well-documented for faster more efficient resolution. Youll be responsible for optimising and managing digital workplace technologies keeping endpoint devices remain secure high-performing and compliant with business policies. Collaboration is key youll work closely with vendors IT security teams and product managers to align technology solutions with business objectives. Beyond technical support this role plays a vital part in service improvement and automation reducing manual workload and boosting operational efficiency. By analysing incident trends and implementing Service Improvement Plans (SIPs) youll help drive long-term stability across IT systems. Could you fit the billWere big on working flexibly - youllspend most of your time working from home with the occasional visit to the office but of courseitsyour choice - if you prefer to be in the office more -thats good with us offices located inHaywards HeathWest Sussex Salford Quays Manchester and Guernseyits your choice - or maybe you live further afield well accept applications for remote workers! Core skills were looking for to succeed in the role: • Analytical and problem-solving ability: Combine and organise information into meaningful patterns; identify underlying relationships causes and effects; and draw conclusions from complex data., • Pragmatic and detail oriented: Consistently take a thorough accurate and productive approach to tasks and decision making., • Influential Communicator: Demonstrate the ability to gain agreement and support for ideas and initiatives across diverse stakeholders., • Continuous learner: Maintain an unrelenting focus on personal development to elevate professional knowledge and skills. Applying the same mindset to driving DEX improvements., • Community Builder: Maintain an outside-in perspective by actively building and nurturing peer networks to stay connected and informed., • Strong interpersonal skills: Work effectively across business lines at senior levels to influence and effect change to achieve shared goals., • Clear and Impactful Communication: Exhibit excellent oral and written communication skills tailored to audience and context. Whats involved: • Youll implement monitor and operate digital workplace technologies (endpoint hardware software services and SaaS tools)., • Youll integrate digital workplace technologies with adjacent technologies (identity security vulnerability management IT service and asset management remote access backup directory services etc.)., • Youll ensure stability and security of digital workplace technology through effective endpoint management and timely patching., • Youll support security operations processes by monitoring and reporting anomalies related to devices and identities., • Youll work on various digital workplace technology projects., • Youll create publish and communicate knowledge base articles., • Youll monitor technology trends and seek ways to enhance continuous improvement initiatives., • Youll assess criticality of services and applications and automate testing of those deemed critical before patching and upgrading., • Youll engage in 3rd line level BAU support troubleshooting and delivery of modern technologies., • Youll provide a technical escalation point for First- and second-line colleagues., • Youll proactively engage with users where required to troubleshoot and resolve incidents and requests., • Youll act as the team point of contact for problem identification and resolution., • Youll manage the life cycle of service requests and incidents., • Youll log analyse triage and prioritise all IT Incidents service requests Problems and Changes received via all communication channels into the 3rd line team., • Youll engage in the support and delivery of projects., • Youll 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., • Youll 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., • Youll ensure that the team documentation processes and procedures are kept up-to-date and followed., • Youll manage a mixed workload of projects and continuous improvement initiatives., • Youll maintain knowledge of information governance standards for Cyber Security legal and regulatory compliance and an understanding of its application in practice., • Youll troubleshoot and fix a variety of hardware issues., • Youll assist in the delivery of Projects/Change e.g. documentation training test scenarios technical analysis., • Youll manage and support out of hours software upgrades/implementations and testing in conjunction with Business Change Technology and other stakeholders., • Youll always ensure compliance with company and other relevant standards/ regulations (including Consumer Duty)., • Youll implement automation for repetitive tasks using PowerShell scripting Power Automate or similar tools., • Youll perform regular security maintenance and hardware checks., • Youll support and engage in the design installation and upgrade of desktop infrastructure., • Youll proactively identify and track risk and issues using the documented processes., • Youll be responsible for ensuring procedures and documentation are created and updated when necessary., • Youll provide 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 supporting teams., • Youll provide 3rd line investigation and diagnosis of all incidents and service requests., • Youll verify resolution with users and resolve incidents with our ITSM tool withing agreed SLA., • Youll escalate incidents at risk of breaching SLA to the Technology Support Lead., • Youll proactively support in the upskilling of team members. Experience & knowledge • Experience with standard IT operations frameworks (e.g. ITIL)., • Experience with scripting tools and languages (e.g. PowerShell Bash Python)., • Digital workplace tool management expertise: tools techniques monitoring and integration., • Experience with configuration management identity and access management active directory desktop virtualization collaboration platforms and other cloud-based services., • Experience implementing modern management of endpoint devices., • Experience with continuous engineering or other agile methods to keep pace with frequent changes and to reduce complexity., • Working knowledge of:, • ITSM platforms, • Digital experience and network performance monitoring tools, • Desktop and application virtualisation, • Endpoint management and security tools, • Identity and access management tools, • Microsoft Windows, • Apple macOS, • Generative AI Skills • Pragmatic and detail oriented. Consistently take a thorough accurate organised and productive approach., • Influence. Ability to gain agreement and support for ideas and initiatives., • Continuous learner. Maintain an unrelenting focus on personal development to elevate professional knowledge and skill. Take the same approach to DEX improvements., • Community. Maintain an outside-in perspective by building and maintaining peer networks., • Tech-savvy. Ability to quickly learn implement and utilise new technologies., • Analytical and problem-solving ability. Combine and organise information into meaningful patterns; identify underlying relationships causes and effects; and combine pieces of information to form conclusions or general rules., • Strong interpersonal skills. Ability to work across business lines at senior levels to influence and effect change to achieve common goals., • Communications. Excellent oral and written communication skills. Qualifications Maintain certifications and expertise in Azure technologies (Desirable) including but not limited to: • MS-102: Microsoft 365 Administrator, • MD-102: Endpoint Administrator., • AZ-900: Microsoft Azure Fundamentals, • SC-900: Microsoft Security Compliance and Identity Fundamentals, • MS-500: Microsoft 365 Security Administration., • AZ-104: Microsoft Azure Administrator., • PL-300: Power BI Data Analyst, • ITIL v4 Foundation, • SC-300: Microsoft Identity and Access Administrator Behaviours • Self-motivated and enthusiastic, • An organised and proactive approach, • Ability to work on own initiative and as part of a team., • A flexible approach and positive attitude, • Strives to drive business improvements to contribute to the success of the business., • Stay up to date with emerging technologies and trends in cloud architecture automation and platform management. Start your journey today. The possibilities are endless. What can we do for you People first. Always. Were passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so thats what we offer. Our workplaces are energetic inspirational supportive. To get a taste of the advantages youll enjoy take a look at all our perks in full ______