Description:
To help fuel that growth, we need a Helpdesk Technician to join our Engineering team.
This team is the beating heart of Prima.
You’ll be joining over 300 engineers across software development, infrastructure, operations and security. Fueled by curiosity, experimentation and collaboration, you’ll help deliver scalable, impactful solutions that shape the future of insurance.
Excited to make an impact? Here are the details
What You’ll Do
- User Support and Service Quality: The role provides first-line support to UK users and assists the wider European IT team when needed. It serves as a key reference point for end-user support, ensuring queries are resolved efficiently. The focus is on delivering consistently high-quality, reliable IT services.
- Documentation and Knowledge Management Responsibilities: include creating and maintaining clear, current documentation for solutions, procedures, and workarounds. This ensures knowledge is shared and support processes are standardized. Good documentation underpins continuity of service and user self-help.
- Device, Desktop, and AV Support: The position offers hands-on technical support for desktop and mobile systems in Apple and Lenovo environments. It also maintains and supports video conferencing and AV equipment (such as Logitech and Cisco) to ensure meeting rooms function reliably. These tasks help guarantee that day-to-day technology for users and meetings runs smoothly.
- Onboarding, Offboarding, and Asset Management: The role owns onboarding and offboarding processes, including provisioning devices via multiple MDM platforms. It involves preparing assets, managing stock, and keeping accurate asset records in the ITSM platform. This supports smooth employee lifecycle transitions and robust asset control.
- Collaboration, Projects, and Vendor Coordination: The job requires proactive management of operational tasks and close collaboration with the Global Service Desk. It includes participation in IT projects like hardware refreshes, office setups, and technology rollouts. The role also coordinates with external vendors to resolve issues promptly while maintaining a professional and engaged presence.
What We’re Looking For
- Ownership and Work Ethic: Demonstrates a strong sense of ownership, accountability, and self-motivation, managing tasks and priorities independently.
- Multi-Platform IT Support Expertise: Provides end-user IT support across macOS, Windows, and Linux, combined with help desk experience in Google Workspace and Microsoft Azure environments.
- Device and Configuration Management: Brings experience in IT Asset and Configuration Management, including hands-on use of MDM tools like Microsoft Intune, Kandji, or similar solutions.
- Collaboration and Communication: Communicates clearly and works effectively within a distributed, international team, supporting coordination across locations and time zones.
- Networking and Troubleshooting Skills: Possesses basic knowledge of LAN, Wi-Fi, and VPN networking to diagnose issues and escalate problems appropriately.
Nice-to-Have
- Experience in installation, configuration, and integration of Systems (Hardware)
- Scripting and API Management
- CCNA or relevant certifications
- Familiarity with ITIL principles and hands-on experience working with an ITSM platform.