IT Systems Support Engineer

We’re looking for a IT Systems Support Engineer

Based in our Bermuda office and reporting to the US-based Manager, IT Support you’ll work within a globally distributed team supporting users both onsite and remotely. Providing first and second level support you will have the opportunity to expand and deepen your IT skillset working on a variety of tasks with a strong focus on IT automation.

Hamilton Re is our Bermuda insurer underwriting property, casualty and specialty insurance and reinsurance on a global basis.

What you will do

Be the first point of contact for IT support queries, ensuring service desk queues are effectively managed to provide first class service

Share in a rotating dispatcher responsibilities including triage of incidents and ensuring team tickets are updated regularly and meeting defined SLA

Diagnose and resolve technical issues, guiding users through to resolution

Follow internal processes including, preparing and completing IT check-lists, reporting faults, maintaining logs on IT devices and ensuring the appropriate documentation for equipment and users are maintained

Assist with the onboarding and offboarding process

Facilitate software and hardware installations

Support network patching and upgrades

Collaborate with the InfoSec and IT Operations teams

Manage time efficiently to multitask IT projects alongside daily operational tasks

Provide a positive customer/user experience

Identify opportunities to reduce service requests through improving processes, user training, documentation and automation

Contribute to IT project initiatives

What you require for the role

Previous IT support experience, desktop or helpdesk support preferred

Ability to provide on-site and remote support to global users where needed

Strong written and verbal communication skills

Re/insurance industry experience preferential

Strong prioritization skills and ability to follow and help define IT processes and procedures

Experience with SLA’s, ticket management and incident management

Proficient knowledge of Windows 10/11, desktop security and supporting standard office applications and hardware

Office 365 and Active Directory administration

Additional exposure to the following would be beneficial:

              o    Intune

              o    Autopilot

              o    SharePoint

              o    Azure AD

              o    Citrix

Working knowledge of PowerShell scripting

Excellent written and verbal communications skills, including the ability to interact with colleagues at all levels

Demonstrate a strong customer focused attitude to all tasks

Proactive, able to work independently with minimal direction and also as part of a distributed support team

Inquisitive and enthusiastic about upskilling, emerging technologies and on the job learning

Collaborative spirit

Results-oriented

What you can expect from us

We offer a vibrant, entrepreneurial, and collaborative culture guided by our values: Be Smart, Be Sensible, Be Open and Be More.

We know if we welcome and respect differences, we’ll attract and retain talent that brings a valuable diversity of perspectives and experience. We want all our colleagues to feel that they can bring their whole selves to work at Hamilton and know that they can be part of building a great company.

In Good Company

Hamilton (NYSE: HG) underwrites specialty insurance and reinsurance risks on a global basis through its wholly owned subsidiaries. Its three underwriting platforms: Hamilton Global Specialty, Hamilton Select and Hamilton Re, each with dedicated and experienced leadership, provide access to diversified and profitable business around the world.

Headquartered in Bermuda, Hamilton has over 600 employees with key underwriting operations in London, Bermuda, the US and Dublin. We work collaboratively, we share a passion for the service and results we deliver, and we know that what we do each day is meaningful – to our customers and our business. We believe we are ‘In good company.’ with everyone we interact with.