Senior IT Support Engineer (12 Month FTC)

Rokstone Group; City of London; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading insurance technology firm based in London is seeking a Senior IT Support Engineer to lead their IT Service Desk. The role involves providing exceptional support across technology platforms, particularly focused on insurance applications and systems. Ideal candidates should have significant experience in IT support, a strong technical background in Microsoft 365, and the ability to mentor junior team members. This position offers a fixed-term contract with competitive salary and benefits.

Benefits

Competitive benefits package

Flexible benefits platform

Career development opportunities

Qualifications

• Proven experience as a Senior IT Support Engineer or equivalent role.
• Strong technical background with Microsoft 365 and networking fundamentals.
• Experience supporting insurance systems and policy administration platforms.

Responsibilities

• Lead and manage the IT Service Desk, ensuring SLA targets are met.
• Provide end-user support for insurance applications.
• Administer and maintain cloud-based platforms and IT infrastructure.

Skills

Communication

ITIL processes

Problem-solving

Analytical Thinking

Leadership

Education

Relevant certifications (e.g., Microsoft Certified: Modern Desktop Administrator Associate, ITIL Foundation, CompTIA Security+)

Tools

Microsoft 365

Azure Active Directory

Exchange Online

Teams

Job description

Job Details

Job Title: Senior IT Support Engineer (12 Month FTC)

Vacancy No: VN371

Basis: Fixed Term Contract

Full Time / Part Time: Full Time

Entity: Rokstone Group

Location: London

Who We Are

Aventum Group is focused on reinventing insurance through people, collaboration, and continuous improvement. We offer a competitive benefits package and a flexible benefits platform to tailor to individual needs. We invest in our people to support growth and career development.

Role Summary

Due to continued growth, we are looking for a Senior IT Support Engineer to join the IT Service Desk team. The role is to support and manage the IT Helpdesk for Aventum Group and its entities. The candidate should have a positive attitude, be eager to learn, and pursue personal development while meeting business needs and expectations. The role involves providing IT support across the group. Helpdesk tickets are submitted via email to our Zendesk system and should be resolved in line with SLA targets.

Role Accountabilities

• Service Desk & End-User Support
• Lead and manage the IT Service Desk, delivering a professional and responsive support function across the business.
• Act as the primary escalation point for complex issues, resolving technical challenges and ensuring SLA targets (99%+) are consistently met.
• Oversee the Joiners, Movers, and Leavers (JML) process, ensuring accuracy, compliance, and timely execution.
• Provide end-user support for IT applications, focusing on insurance policy administration systems and core business platforms.
• Mentor and guide the IT Support team, driving performance and professional development.
• Collaborate with the wider IT team on projects, system implementations, and infrastructure upgrades.
• Manage vendor and supplier relationships, ensuring SLAs and contracts are adhered to.
• Document and streamline IT policies, processes, and knowledge bases to support operational efficiency.
• Identify opportunities to automate routine tasks and improve service delivery.

Systems Administration & Operations

• Administer and maintain Microsoft 365, Azure Active Directory, Exchange Online, Teams, and other cloud-based platforms.
• Support and configure IT hardware and infrastructure, including laptops, mobile devices, printers, scanners, routers, and switches.
• Run and monitor scheduled IT operational processes, including backups, patch management, and endpoint protection.
• Maintain accurate hardware/software inventories, oversee asset management, and ensure licensing compliance.
• Ensure IT systems and meeting room technology in the London office are operational daily.

Insurance Sector Applications & Policy Admin Systems

• Provide specialist support for insurance policy administration systems such as Sequel, Applied Epic or equivalent platforms, ensuring seamless operation and integration with other business applications.
• Liaise with underwriters, claims teams, and brokers to resolve IT-related issues impacting insurance operations.
• Support upgrades, patching, and vendor management of insurance software platforms.
• Assist with data quality, reporting, and system access requests to meet business and compliance needs.

Networks, Security & Compliance

• Support domain, network, VPN, and firewall administration, ensuring high availability and security.
• Enforce IT security standards, including MFA, endpoint management, and vulnerability remediation.
• Contribute to disaster recovery and business continuity planning, including testing and validation of backups.

Role Requirements

• Proven experience as a Senior IT Support Engineer or equivalent role, ideally with exposure to IT team leadership.
• Strong technical background across: Microsoft 365 (Exchange Online, Teams, SharePoint, Intune, Azure Active Directory); Windows 10/11, Active Directory, Group Policy, and Office applications; hardware support; networking fundamentals.
• Demonstrated experience supporting insurance systems, particularly policy administration platforms and related business applications (claims, underwriting, broking).
• Knowledge of ITIL processes (Incident, Request, Change, Problem Management) with experience managing SLAs and escalations.
• Experience managing IT assets, licenses, and maintaining accurate inventory.
• Excellent problem-solving skills and ability to act as an escalation point for complex issues.
• Strong communication and interpersonal skills to work with non-technical stakeholders (underwriters, claims, finance, etc.).

Desirable

• Experience coordinating or leading IT projects, including system migrations and software implementations.
• Relevant certifications (e.g., Microsoft Certified: Modern Desktop Administrator Associate, ITIL Foundation, CompTIA Security+).

Skills and Abilities

• Communication: ability to explain technical issues clearly to non-technical stakeholders.
• Leadership & Team Support: mentor, guide, and support IT Support Engineers.
• Analytical Thinking: diagnose problems, identify root causes, and implement solutions.
• Service management: focus on delivering excellent customer service and high user satisfaction.
• Organisational Ability: manage multiple priorities, tickets, and projects under deadlines.
• Process & Compliance Awareness: understanding of ITIL and service management best practices.
• Collaboration: team player across IT, business functions, and external vendors.
• Continuous Improvement: identify opportunities to improve IT processes and automate tasks.

Management Duties

We are an equal opportunity employer and support an inclusive culture. We operate a hybrid model and are happy to provide reasonable adjustments during the recruitment process.

FCA Conduct Rules

Under the Senior Managers and Certification Regime the FCA and Aventum expect that you:

• You must act with integrity.
• You must act with due skill, care and diligence.
• You must be open and cooperative with the 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.