IT Systems Support Engineer

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 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.

Were looking for an

IT Systems Support Engineer

Based in Richmond Virginia onsite five days a week and reporting to the Manager IT Support we are seeking an experienced and customer-centric IT Systems Support Engineer to join our globally distributed support team. This role will provide both on-site and remote support across a broad user base playing a key role in maintaining a high standard of technical support and helping drive IT automation and service improvement initiatives.

This position requires someone to be in the office 5 days per week.

What you will do

• Act as the first point of contact for all IT support queries managing and triaging service desk tickets to ensure timely resolution
• Deliver support for business users troubleshooting hardware software and connectivity issues across local and global environments
• Follow and contribute to internal support processes including:
• Maintaining accurate IT equipment records
• Completing checklists and logs
• Escalating incidents where appropriate
• Facilitate seamless onboarding and offboarding experiences for new joiners and leavers.
• Install and configure hardware software and peripherals in line with company standards
• Collaborate closely with Information Security and IT Operations teams on access management policy enforcement and infrastructure tasks
• Manage your time effectively balancing daily support responsibilities with project-based work
• Provide a consistent positive user experience that reflects the teams commitment to excellent service
• Proactively identify opportunities to reduce repeat tickets through documentation user education and automation
• Participate in the rollout of IT transformation and automation initiatives including self-service tooling and workflow improvements
• Maintain Hamiltons meeting room infrastructure in a healthy and operational state

Conduct Standards

• You must act with integrity
• You must act with due skill care and diligence
• You must be open and cooperative with the CBI FCA the PRA and other regulators
• You must pay due regard to the interests of customers and treat them fairly
• You must observe proper standards of market conduct
• You must act to deliver good outcomes for retail customers

What you require for the role

• Hands-on IT support experience preferably in desktop/helpdesk environments
• Proven ability to support both on-site and remote users across different regions and time zones
• Strong problem-solving skills with a methodical approach to diagnosing and resolving issues
• Clear and professional written and verbal communication comfortable interacting with users at all seniority levels
• A genuine customer-first mindset with a proactive attitude and commitment to providing excellent service
• Self-driven and organized capable of working independently and as part of a collaborative remote-friendly team
• Enthusiastic about learning new technologies continuous improvement and keeping up with IT trends

Core technical skills

• Windows 11 desktop support and security best practices
• Office 365 administration (Exchange OneDrive Teams etc.)
• Active Directory user and group management
• Incident problem and ticket management in an ITSM tool
• Understanding of SLAs and ITIL principles
• JIRA or other ITIL supporting ticketing system

Desirable experience

• Microsoft Intune and Autopilot for device provisioning
• PowerShell scripting for automation
• SharePoint administration and support
• Azure Active Directory and Microsoft Entra
• Identity Governance such as Microsoft Azure Identity Governance
• Citrix environments
• Azure DevOps

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 well 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.

Required Experience:

Senior IC