Company Description

Open GI is a leading software development company and a trusted partner to the general insurance industry. Based across the UK and Europe, our support and development services make us a truly diverse organisation that offers a range of IT solutions to insurance brokers, insurers and managing general agents.

Position

Integrating the IT Services Team and reporting to the Service Desk Team Leader, this position's main objectives are to provide end user support to staff and customer and to maintain the availability of Hosted, Internal and cloud systems within agreed SLA's. As the initial point of contact for help desk tickets, telephone support and the recipient of alerts raised by automated monitoring systems, this role is pivotal to the continued success of the organisation. It therefore requires a confident, logical individual with good interpersonal skills, a sound general knowledge of IT and the Internet.

Key responsibilities:

• Act as an initial point of contact for internal IT related support requests
• Monitoring of Hosted, Internal and cloud solutions and associated networks
• Maintain, repair & testing for IT Infrastructure including end user compute, Smartphones, Peripherals and Servers as necessary
• Maintain and support network connectivity including switches and patching
• Assist with IT Capex / asset request form creation / processing
• Maintain the Open GI IT policy in line with required governance / compliance
• Ensure that the standards and procedures set out within are understood and adhered to by all personnel
• Maintain accurate computerised records for all tickets logged
• Respond to issues logged to appropriate SLA’s and KPI’s
• Own logged support incidents and requests until resolved or escalated to the appropriate team
• Maintain technical documentation
• Be able to work flexible hours in order to provide necessary levels of support cover
• Provide cover for Service Repair Centre Technician during absence or leave
• Follow change management procedures
• Ensure suitable end user compute levels for IT operation
• Availability for on-call duties where required
• Perform any other duties that are reasonably required from time to time
• Allocation of user licences for staff and associated services

Requirements

Qualifications:

• GCSE English and Maths (or equivalent) at grade C or above
• Educated to HNC, with a suitable subject, or equivalent experience
• Microsoft or Linux certifications an advantage
• ITIL Foundation (advantage)

Experience:

• Experience in handling multiple varied workloads to tight deadlines (desirable)
• Minimum one-year IT experience
• Ability to produce quality documentation
• Good customer handling skills

Skills:

• Experience with Windows Client OS (10/11); knowledge of Windows Server OS (2016/2019) and Linux
• Technical Troubleshooting
• Good knowledge of Office 365: Word, Excel, and Outlook (essential)
• Good knowledge of PC and peripheral hardware
• Understanding of applications running within a Linux environment
• Good communicator with good inter-personal skills
• Understanding of LAN / WAN technologies including Switches, Hubs, Print Servers, Modems, Routers, VPN technology
• Understanding of safe electrical workshop working practices
• Understanding of TCP/IP networking (DNS, Routing) including Basic Network troubleshooting

Aptitudes:

• Ability to work within an SLA driven environment and to consistently meet personal and team targets
• Excellent communicator with positive ‘can-do’ attitude with both internal and external customers
• Driven, ability to work unsupervised on tasks
• Flexible approach to daily tasks
• A thorough and responsible attitude towards security
• Proactive attitude to incidents, seeks to avoid service impacts before they occur
• Ability to manage multiple tasks simultaneously in a busy environment; calm under pressure
• Methodical and disciplined in approach to tasks, able to deliver to agreed timescales
• Ability to communicate effectively with users at all levels of the organisation
• An eagerness to undertake new challenges

Other information

Mission and Values

Our mission is to be both the Technology Partner and Employer of choice for the UK General Insurance Market. Our values are central to this vision, as they represent how we collaborate how we work together in synergy and continually deliver for our customers:

• Accountability: We take personal pride in finding solutions and achieving results
• Innovation: We lead the market by being proactive, product-led, and forward-thinking
• Teamwork: We work collaboratively, recognizing and celebrating success
• Trust: We build trust on integrity, transparency, and respect

We are looking for an individual who embraces our values in their actions, decisions, communications, and processes to inspire positivity and, ultimately, exceptional performance.

Benefits:

• Salary of up to £22,000 per annum depending on skills and experience
• Company pension
• Bonus opportunity
• Life assurance and critical illness cover
• Cycle to work scheme
• Perkbox – an exclusive platform offering a wide range of discounts and benefits
• Holiday entitlement of 25 days per annum, increasing to 26 days per annum after three years of service & a holiday purchase scheme
• Opportunity for a more flexible approach to start, finish, and lunchtimes to allow you to better manage events outside of work
• Social clubs - whether you’re into your cycling, crafts, or other hobbies, we have a number of groups at Open GI where individuals who enjoy the same pursuits can get together
• Wellbeing – wills at work scheme, employee assistance programme and mental health first aiders

To apply for this role please click the apply button and send us your covering letter and CV.