Jobbeschreibung
Role Title: Digital Workplace Services EngineerDivision: LII Technology Service Management
Department: LII Technology – GRS International
Location: Cologne
Type (Permanent/FTC/Contract):Permanent
About the Department & Team
GRS International (GRSI) COO and CIO functions are co accountable to deliver and run Digital Capability and services across GRSI Brands (LSM and LMRe) and regions. GRSI works closely with Global Risk Solutions (GRS) technology teams to deliver innovative solutions and capabilities that leverage our technical expertise, business understanding and partnerships to enable market-leading performance world-wide.
The GRSI TSM report into GRSI CIO and are accountable for Service and Engineering Excellence as well as delivering a range of services such as Digital Workplace and Cloud & Engineering for bespoke LSM and LM Re Applications and Services.
The Digital workplace Senior Engineer plays a critical role in ensuring seamless operation, lead and provide the level 1.5 & 2 IT support to our LSM and LMRe users based in the UK, Europe and EMEA.
- Provide technical support services on site and remotely to our staff of 400+ users
- Provide VIP tech support services
- Provide support for events like Townhall and Exec meetings
- Act as point of contact to triage and document customers' IT requests in our ticketing system
- Ensure all technical requests are acknowledged, diagnosed, and resolved within their SLAs
- Prioritization of tasks based on their urgencies and efficiency of the workflow
- Work with hiring managers to provision, prepare and ship hardware for their new hires - Requesting their required access and complete the IT onboarding on their first day
- Responsible for our offices' maintenance, such as desks setups, printers, and video conference rooms functionality
- Responsible asset management of our inventory, repair and imaging of laptops keeping an emergency stash at each location
- Create and upkeep IT documentation
- Develop and train the peers and the employees on the effective use of digital workplace tools and technologies.
- Make sound business decisions adhering to established policies and procedures, escalating as necessary
- Alerts management and team members when a major problem is suspected
- Provides input on procedures and makes suggestions for improvements
- Adherence to all relevant regulatory requirements forms part of your role, and the demonstration of behaviours as set out in the Conduct Risk Policy, as they relate to your role, is core to LSM's commitment to our Liberty Values, placing customers at the centre of our business and behaving with integrity. LSM expects you to understand your responsibilities relating to all regulatory and internal requirements, and to proactively demonstrate compliance with these requirements and behaviours at all times. These requirements include the Senior Managers and Certification Regime Conduct Rules, Solvency II, fair treatment of customers, Financial Crime, Data Protection, Conflicts of Interest, and Whistleblowing.
- Performs related duties as assigned, such as assisting on projects
- Associate degree in Computer Science/related discipline or equivalent
- Good level of relevant experience in IT or related field or an equivalent combination of education and work experience
- Strong sense of responsibility, taking ownership of issues and services we provide as a team
- Self-motivated, with a pro-active mindset with the ability to shift priorities
- Strong customer service skills
- Strong knowledge of Windows OS and Microsoft Office suite
- Good problem-solving skills and decision-making ability
- Strong written and verbal communication skills
- Ability to learn and apply technical information in a fast paced, demanding work environment
- Ability to follow policies and procedures with attention to details
- Hands-on experience at setting up, maintaining & troubleshooting workstations, printers, mobile devices, video conference rooms and networks
- Knowledge of Remedy or similar ticketing system
- Ability to travel and work after hours when necessary
- Fluent in both English and German