IT Systems Support Engineer

We’re looking for a IT Systems Support Engineer

Based in our Bermuda office and reporting to the US-based Manager, IT Support you’ll work within a globally distributed team supporting users both onsite and remotely. Providing first and second level support you will have the opportunity to expand and deepen your IT skillset working on a variety of tasks with a strong focus on IT automation. Hamilton Re is our Bermuda insurer underwriting property, casualty and specialty insurance and reinsurance on a global basis. What you will do

• Be the first point of contact for IT support queries, ensuring service desk queues are effectively managed to provide first class service
• Share in a rotating dispatcher responsibilities including triage of incidents and ensuring team tickets are updated regularly and meeting defined SLA
• Diagnose and resolve technical issues, guiding users through to resolution
• Follow internal processes including, preparing and completing IT check-lists, reporting faults, maintaining logs on IT devices and ensuring the appropriate documentation for equipment and users are maintained
• Assist with the onboarding and offboarding process
• Facilitate software and hardware installations
• Support network patching and upgrades
• Collaborate with the InfoSec and IT Operations teams
• Manage time efficiently to multitask IT projects alongside daily operational tasks
• Provide a positive customer/user experience
• Identify opportunities to reduce service requests through improving processes, user training, documentation and automation