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.