Deskside Engineer

Company Description

Shawbrook is a new type of specialist financial services company, combining the relentless focus on customer service and innovation you would expect from a fintech with the expertise and certainty of a bank. Shawbrook is driven by a purpose to solve complex problems that unlock opportunity for its rapidly growing customer base of over 300,000 UK consumers and businesses.

Our success would not have been possible without our Team. Our people differentiate us from the competition through their deep sector knowledge, they are the life force of our business.

Join Shawbrook because you:

• Want to help us deepen our industry sector knowledge, combining technology alongside the best banking brains.
• Want to build a bank for the future and be part of our digital transformation journey that will enable customers & businesses to thrive
• Want to continue to grow professionally. We encourage you to grow and be the best version of yourself.
• Care about sustainability? We want to be better for our people, environment and society.
• Bring passion and enjoyment to your work. You’ll work hard but you’ll have fun too.

Job Description

The Role

We are looking for an experienced Deskside Support Engineer to join our team in our busy London flagship office. You will be part of the end user service function, working as an escalation point for both Service Desk and the business for all deskside activities. This role will work closely with one other engineer onsite as the primary support for all users in our London office, interacting face to face with stakeholders at all levels and supporting the wider business in a remote capacity.

This role will join a collaborative, friendly team and will work closely with other Deskside Engineers as well as collaborating with our Infrastructure and wider Service Desk teams. This role provides a great platform to learn and progress in whichever direction you want, whether you have an interest in infrastructure, cloud or infosec in the future.

This role will be based onsite 4 days a week in our London office.

Responsibilities

• Act as the primary escalation point for desktop and administration tasks from the IT Service desk.
• Provide exceptional local and remote support, becoming a trusted expert in the office.
• Deliver outstanding customer service, managing user and system issues to the highest standards.
• Monitor Deskside IT stock levels and advise on procurement needs.
• Process all equipment and consumable deliveries to the department ensuring that the IT asset register is kept up to date and equipment is stored correctly.
• Constantly review operations to identify opportunities to add value and efficiency.
• Manage setup, installation and movement of all deskside IT equipment.
• Help to develop and mature the Deskside offering and optimise internal processes.
• Mentor and coach other members of the team, supporting Deskside team lead.

Qualifications

• Excellent level of customer service and communication skills- you will be dealing with stakeholders at all levels and helping solve their problems to the highest standard
• Experience delivering basic IT troubleshooting- you will be the primary support for a variety of troubleshooting, upgrades and projects on both hardware and software
• Good technical knowledge of IT systems- including but not limited to Windows 10/11, Office 365, VMWare, Teams, Slack, basic wireless networking, Autopilot and Intune.
• Proactive problem solver- this role will present you with complex problems daily, you will need to be able to proactively spot problems and deliver effective solutions.
• Willingness to learn and develop- this role will give a great platform to learn and drive your own development with lots of information to take in
• Experience in a financial background- experience of working in a heavily regulated and process driven organisation would be beneficial but not essential

Additional Information

Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:

• Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment
• Free access to Headspace, a mindfulness & meditation digital health app
• Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
• EAP (Employee Assistance Programme) - Offering you support on a wide range of subjects including financial concerns, mental wellbeing and more general queries around family, work, housing, and health
• Cycle to work scheme
• Discounts on gym membership
• Contributory pension scheme & death in service

Your Lifestyle - It’s important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you’re enjoying your leisure time.

• Minimum of 27 days holiday per year
• Option to buy or sell holiday days through our flexi-holiday scheme
• Discounts on gym membership nationwide
• Access to discounts on a range of high street and online brands
• Community support and charitable giving

Your Contribution - We’re focused on rewarding those that go the extra mile in helping us achieve our goals.

• Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
• Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done