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
Contribute to IT project initiatives
What you require for the role
Previous IT support experience, desktop or helpdesk support preferred
Ability to provide on-site and remote support to global users where needed
Strong written and verbal communication skills
Re/insurance industry experience preferential
Strong prioritization skills and ability to follow and help define IT processes and procedures
Experience with SLA’s, ticket management and incident management
Proficient knowledge of Windows 10/11, desktop security and supporting standard office applications and hardware
Office 365 and Active Directory administration
Additional exposure to the following would be beneficial:
o Intune
o Autopilot
o SharePoint
o Azure AD
o Citrix
Working knowledge of PowerShell scripting
Excellent written and verbal communications skills, including the ability to interact with colleagues at all levels
Demonstrate a strong customer focused attitude to all tasks
Proactive, able to work independently with minimal direction and also as part of a distributed support team
Inquisitive and enthusiastic about upskilling, emerging technologies and on the job learning