TechOps Associate

Our mission

We are an engineering-led technology scale-up applying complex computer science techniques to change the way risk is determined and to drive better decision making through our SaaS platform, Renew. Renew has been carefully engineered to let users build and deploy mathematical models that can then be used to harness the power of complex data sets, while at the same time enhancing their own technical skillset.

We are currently applying this to specialty insurance pricing and Renew has already solved a great number of deeply complex problems for its users, including how to insure a Space X launch! This involved wrangling all manner of weird and wonderful, fragmented datasets to calculate the risk of any possible obstacle and outcome, right from the astronauts’ arrival at the launchpad to the rocket breaking through each layer of earth's atmosphere and then a safe return to Earth, accounting for every potential obstacle along the way - including space debris!

We are currently partnered with some of the largest and most cutting-edge names in specialty and enterprise insurance today, and our client base is growing rapidly. Over the two years we have grown from a 15-person start-up in Peckham to a 100-person, post-Series A scaleup with HQ at The Ministry, Borough. We've been busily establishing our 'foundations to scale' and have now have the framework required to take us to the next level.

Information Technology at hx

Information Technology (IT) is a small team at hx and we maintain, support and implement existing and new technologies across the organisation while ensuring we work to best security practices. We offer multiple services to all internal hx employees and contractors including employee lifecycle management, asset management, system administration, vendor/supplier management, security administration, system administration and general day to day IT 1st/2nd line support. In this small yet productive team you’ll have exposure to all sides parts of Information Technology (IT) and be able to work on some innovative projects and learn new tech.

Your mission

We are looking for a TechOps Associate who is keen to learn and would be able to take ownership of our employee lifecycle services that include procurement/asset management and day to day IT 1st/2nd line support to ensure everyone at hx has the tools they need to do their best work.

Key responsibilities

• Work with the TechOps Manager in monitoring and maintaining the IT Service Desk for 1st/2nd line tickets while adhering to service desk SLAs.
• Collaborating and assisting with other teams to ensure smooth operation of the IT Environment.
• Stay up-to-date with the latest technology trends and make recommendations for improvements.
• Help to maintain and enforce our security and compliance standards.
• Work closely and build relationships with our vendors/suppliers and work with supporting IT procurement/asset management.
• Participate in incident management and disaster recovery planning.
• Work with the TechOps manager and assist/lead in IT projects that will improve our service offering to employees/contractors at hx.
• Improve user satisfaction across hx with a high level of customer service, proactively taking onboard user feedback and finding resolutions.
• Ensure our IT Procurement processes including stock management and invoicing are maintained at all times.
• Take ownership and manage our employee lifecycle for on-boarding and off-boarding users across hx.

Initial Deliverables

• Provide technical support maintaining our IT Service desk being front of house support in person and remotely for 1st/2nd line IT tickets.
• Review & improve on our customer satisfaction rate and SLAs.
• Assist and manage IT projects that will improve our service offering and deliver efficiency & value.
• Assist in development and implementation of IT policies and procedures.
• Build & enforce standards/new procedures around AV/Asset Management & our IT Service desk.
• Create, maintain and improve maintenance of IT documentation and workflows including diagrams and procedures.
• Build strong relationships with key stakeholders across multiple teams at hx and manage relationships with our vendors/suppliers.
• Participate in project/IT work that may require after-hours support.
• Past experience in user provisioning for different software and hardware configurations to maintain our employee lifecycle processes. (Account/laptop setups)

Persona

If you're the right fit for this role, you will be able to show clear evidence that you:

Hold yourself and those around you to the highest standards - you don't settle for 'good enough', and you challenge others to expect higher standards of themselves even when it is easy to overlook

Are an owner - You understand the importance of autonomy and you are committed to succeeding when others might stop.

Are dependable - we operate in a high-trust environment, so it is vital that everyone can count on you to deliver what you promise, when you promise it

Customer obsession You see yourself as a 'product manager', and our team, your customers. Their satisfaction with the service you provide is your primary goal. You want to build a service worth talking about.

Alignment with our values

• Apply a thoughtful and customer-centric mindset to everything we do
• Learn deeply, by making things
• Keep going, when most people would stop
• Help move hx forward without being told
• Are usually nice, never disrespectful, and always kind

Experience and skills

• Familiar with using endpoint management systems including Microsoft Intune & JumpCloud MDM with good understanding of MDM systems
• Previous experience and strong knowledge on working in a IT service desk environment and using Jira Service Desk or equivalent software.
• Follow best practice when providing customer service and finding resolutions for tickets. (You provide internal support to employees across hx and treat them as if they were your customers and follow best practice on the service desk to ensure tickets meet SLAs)
• Previous experience in providing IT 1st/2nd Line support preferably 2-3 years.
• Strong experience and knowledge in Office 365 and Office 365 administration (managing licences, user provisioning, active directory management etc)
• Experience in managing SaaS (software as a service) including but not limited to procuring new software & managing the lifecycle of the software. (Think about enrolment/deployment of software, maintenance of the software and communication around it).
• Experience in project management from start to finish and meeting goals/expectations.

Interview process

• Initial screening with our Talent team (30 mins)
• Technical Introductory interview with your manager and team (1 hour)
• Values Interview with a senior leader at hx (1 hour)
• We offer!

What do we offer?

• Competitive salary + very staff-friendly EMI share options
• £5,000 for individual and group training and conference budget
• 25 days’ holiday plus 8 bank holiday days (33 in total)
• Company pension scheme via Penfold
• Mental health and therapy provision via Spectrum.life
• Individual wellbeing allowance via Juno
• Private healthcare insurance through AXA
• Top-spec equipment (laptop, screens, mechanical keyboards, etc)
• Regular remote hackathons, lunch & learns, socials and games nights
• Team breakfasts and lunches, snacks, drinks fridge, fun office @ The Ministry
• Huge opportunity for personal development and mastery as we grow together!

Diversity @ hx

We are committed to diversity and equal opportunity. We’re a talented and high-energy, but low-ego and kind team who believes that the more inclusive we are, the better our work and culture is. We are not yet where we want to be in terms of balance, but it is our mission to build a team that represents a variety of backgrounds and perspectives and we are working hard towards that goal.

If you like the sound of this role but you’re not totally sure whether you’re the right fit – please apply anyway and we’ll let you know either way. Remember: you miss every shot you don’t take!