IT 2nd Line Support Engineer

2 months ago

Alpharetta, United States Aventum Group Full time

Job Title: IT 2nd Line Support Engineer (US)

Reports to: IT Service Desk Team Leader

Location: Alpharetta


Who We Are


Since its inception, Aventum Group has sought to take a different approach to insurance. We are on a mission to be ‘the most inspiring specialty (re)insurance group in the world’.


At the heart of Aventum are our people. Our employees collaborate in dynamic, service-focused teams. Together, we strive daily to achieve our goals and objectives with a shared dedication to revolutionising the insurance industry for the better.


The Company offers a competitive benefits package via a flexible benefits platform. In addition to core benefits, employees can tailor their benefits according to their individual needs.


Employee development is key to the ongoing development of Aventum on the whole. We invest in our people, empowering them to grow their careers and advance within the Group. Our dynamic culture is rooted in the continuous desire of our people to learn and challenge themselves.


Role Summary


Due to continued growth, we are looking for IT 2nd Line Support Engineer to join us at Aventum Group.


IT 2nd Line Support Engineer role sits within the IT Service Desk Team. Your purpose is to help resolve complex technical issues related to our systems and applications. This position serves as a point of contact for our US based staffs as well as remotely supporting UK users as a point of escalation for the 1st Line Support Engineers.


We are looking for a talented individual who wishes to continue their own personal development whilst ensuring the needs of the business are met and expectations exceeded.


This role will require support in all aspects of IT across the group. Tickets are sent via email to our Helpdesk (Zendesk) and need to be solved in line with our SLA’s.


Role Responsibilities

  • Supporting predominantly Microsoft 365 based products and end-users.
  • Creating and updating documentation and processes.
  • Software installation and troubleshooting.
  • Creation and management of user accounts.
  • Raising issues, calls, and liaising with third-line support.
  • Prompt response and resolution of support calls.
  • Escalating issues that cannot be resolved at 2nd line level.
  • Joiners Movers Leavers
  • This list is not exhaustive and may be added to or amended from time to time.
  • Assist IT Services Team Leader and Group IT Manager:
  • Azure administration
  • IT projects
  • Domain management
  • Network management including cabling (Server Rack setup)
  • Application management
  • Hardware Management


Role Requirements

  • 2+ years of relevant experience providing 2nd line user support.
  • High-volume Service Desk experience.
  • Strong knowledge of Microsoft technologies. Active Directory, Entra, SharePoint, 365, Windows 10/11.
  • Ideally, previous experience and knowledge of ticketing systems - ITIL Framework.
  • Technically inquisitive, with a proven ability to keep up to date under your own initiative.
  • Problem solver with good analytical and planning skills.
  • IT qualifications would be an advantage.
  • Prepare, plan and implement technical solutions.
  • Provide on-site & remote support up to 2nd line.
  • Offer support and training to junior colleagues.
  • Develop strong relationships with vendors and strive to go above and beyond SLA’s.


Skills & Abilities

  • Experience working in fast paced environment under pressure.
  • IT Projects
  • Microsoft technologies
  • Ticketing Systems
  • Advanced troubleshooting and multi-tasking skills
  • Hard working
  • Professionalism
  • Excellent communication skills, both verbal and written
  • Flexibility in working hours and task list with willingness to work outside working hours if necessary (occasionally)
  • Good time management
  • Willing to support remote sites, including visits.
  • Proactive and responsive


Management Duties

  • No


We are an equal opportunity employer, and we are proud to share that 93% of our employees say they can be themselves at work. We aim to hire our industry's finest people because the best people drive the best outcomes. And we forever challenge the status quo because we know there are always ways to improve things. Because together, we're limitless.


We value applicants from all backgrounds and foster a culture of inclusivity. We understand the need for flexibility, so work in a hybrid model. Please let us know if you require any reasonable adjustments during the recruitment process.

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