The Role:

The Deskside Support Engineer is an integral part of the IT Support team, responsible for delivering both on-site and remote technical assistance to end-users. This role requires adept management of multiple priorities, including troubleshooting hardware and software issues, overseeing IT assets, and providing high-quality technical expertise. Additionally, the Deskside Support Engineer coordinates projects to modify or repair hardware, support application issues, and resolves technical problems promptly and within defined scope.

Collaboration with other IT teams is essential for this role, as it involves maintaining and enhancing the IT infrastructure to ensure business continuity and adherence to regulatory requirements.

“Our Aspen Values are expected to be reflected in the delivery and performance of every role.”

Key Accountabilities:

• Technical Support: Provide level 1 and 2 support for end-users, including troubleshooting and resolving hardware and software issues. Assist with system updates, upgrades, migrations, and outages to minimize disruption to the business.
• Customer Service: Champion a service-oriented culture within the IT team. Maintain regular contact with end-users to ensure their IT needs are met and provide timely and effective support.
• Collaboration: Work closely with other IT teams and third-party suppliers to deliver high-quality IT services. Participate in cross-functional projects and provide technical expertise as needed.
• IT Asset Management: Manage the inventory of IT assets, including laptops, desktops, and other devices. Ensure accurate tracking, deployment, and disposal of IT assets in compliance with company policies.
• Identify and/or support with continuous improvement and step-change opportunities, to increase cost-effectiveness and/or infrastructure flexibility.
• Contribute to the delivery of a cost-effective IT service, which contributes to Aspen’s overall profitability and business performance.
• Manage the relationships with local 3rd party suppliers to ensure delivery of a quality IT service which meets business, audit, and regulatory demands, within the remit of the service desk.
• Collaborate closely with client groups to measure performance against customer requirements and recommend modifications to existing systems or the development of new systems as needed.
• Promote a service-oriented culture within the IT team and take ownership of all customer interactions.
• Serve as a technical expert to support IT activities and identify opportunities within your area of expertise. Provide Level 1 and Level 2 support for global customers. As a Level 2 team member, assist Level 1 by providing overflow coverage of phone calls and act in the Level 1 capacity when needed based on scheduling.
• Coordinate and conduct regular checks on network and data security to ensure the business fulfills its regulatory and legal requirements.

Knowledge, Skills, & Experience:

• Strong knowledge of technical management, information analysis, and computer hardware/software systems.
• Good working knowledge of ITIL Service Delivery processes (preferably with formal certification).
• Knowledge of the industry’s best practice processes with particular emphasis on Bermuda.
• Technical acumen with an ability to understand how technology and data can support the business.
• Excellent customer service skills, including active listening and clear communication with non-technical users.
• Working as part of a senior team within a complex organization with extensive IT Experience (preferably within financial services or Reinsurance industry)
• Hands-on experience with computer networks, network administration and network installation.
• Managing IT inventory, ensuring accurate tracking, deployment, and disposal of assets.
• Collaboration with large third-party vendors.
• Project management experience.
• Expertise in computer networks, administration, and installation.
• Relevant degree or equivalent education preferred.
• Professional certifications (e.g., ITIL).