About Company
Aviva is one of the leading international savings, pensions, and insurance groups. With a rich history spanning over 300 years, we are dedicated to helping our 33 million customers across 16 countries achieve their financial goals and protect what matters most. Our purpose is to be with people today for a better tomorrow. We believe in creating a supportive and inclusive environment where our employees can thrive, innovate, and make a real impact. Based in the vibrant city of Norwich, our teams contribute to cutting-edge projects and deliver essential services that keep our vast operations running smoothly. Joining Aviva means becoming part of a forward-thinking organisation that values diversity, collaboration, and continuous professional development.
Job Description
Are you a proactive and customer-focused IT professional looking for a dynamic role within a global leader? Aviva is seeking an experienced IT Support Technician to join our team in Norwich. This hybrid role offers the best of both worlds, blending on-site collaboration at our modern Norwich offices with the flexibility of remote work. You will be instrumental in providing critical first and second-line technical support to our diverse employee base, ensuring the seamless operation of our IT infrastructure and applications.
In this role, you will be the first point of contact for technical queries, troubleshooting a wide range of hardware and software issues, and escalating complex problems to specialized teams when necessary. Your day-to-day will involve diagnosing and resolving issues related to desktops, laptops, mobile devices, network connectivity, enterprise applications, and various peripherals. We’re looking for someone who is not just technically adept but also possesses exceptional problem-solving skills and a genuine commitment to delivering outstanding customer service. You will contribute to maintaining a stable and efficient IT environment, playing a crucial part in Aviva’s continued success and our ability to serve millions of customers.
This position requires a keen eye for detail, the ability to work independently and as part of a team, and a continuous desire to learn and adapt to new technologies. You will have the opportunity to work with cutting-edge tools and systems, contributing to process improvements and knowledge base articles. We foster a collaborative atmosphere where sharing ideas and best practices is encouraged. If you are passionate about IT support, thrive in a fast-paced environment, and are eager to grow your career with a company that values its people, then this is the perfect opportunity for you.
Key Responsibilities
- Provide first and second-line technical support for hardware, software, and network-related issues.
- Troubleshoot and resolve incidents related to desktops, laptops, mobile devices, printers, and other peripherals.
- Diagnose and resolve issues with operating systems (Windows, macOS), Microsoft 365 suite, and other enterprise applications.
- Perform user account management, including creation, modification, and deletion in Active Directory and other systems.
- Assist with onboarding new employees, including hardware setup and software installation.
- Document all support activities, resolutions, and solutions in the IT service management system.
- Collaborate with other IT teams (e.g., Network, Systems Administration) for complex problem resolution and escalation.
- Contribute to the development and maintenance of IT knowledge base articles and user guides.
- Participate in IT projects, including system upgrades, migrations, and rollouts.
- Maintain high levels of customer satisfaction through professional and courteous communication.
Required Skills
- Proven experience in an IT Support or Helpdesk role (2+ years).
- Strong knowledge of Windows operating systems (Windows 10/11) and macOS.
- Proficiency with Microsoft 365 suite (Outlook, Word, Excel, Teams, SharePoint).
- Experience with Active Directory user and group management.
- Familiarity with remote desktop support tools.
- Excellent troubleshooting and problem-solving abilities.
- Strong communication and interpersonal skills, both verbal and written.
- Ability to work effectively in a hybrid work model.
Preferred Qualifications
- CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate certification.
- Experience with IT Service Management (ITSM) platforms (e.g., ServiceNow, Jira Service Management).
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
- Experience supporting mobile devices (iOS, Android).
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Generous pension scheme with employer contributions.
- Life assurance and critical illness cover.
- Private medical insurance.
- 29 days holiday plus bank holidays (opportunity to buy/sell more).
- Comprehensive wellness programs and employee assistance.
- Opportunities for professional development and career growth.
- Discounts on Aviva products and services.
- Flexible hybrid working model promoting work-life balance.
- Vibrant and inclusive company culture.
How to Apply
To apply for this exciting opportunity, please click on the application link below. You will be redirected to Aviva’s careers portal where you can submit your detailed CV and cover letter outlining your experience and suitability for the role. Please ensure your application highlights your experience with hybrid work environments and your passion for IT support. We encourage early applications as we review them on a rolling basis.