Who We Are
Since its inception, Aventum Group has sought a different approach to insurance. We are on a mission to be the 'most inspiring specialty (re)insurance group in the world'.
At the heart of Aventum are our people. Working together in dynamic, service-focused teams, we prioritise our customers in everything we do. Collaboration fuels our success, courage drives our innovation and continuous improvement keeps us ahead in a rapidly evolving industry. Our shared commitment is to revolutionise insurance for the better, one day at a time.
We also believe that investing in our people is investing in our future. By empowering people across the Group to develop their careers, advance within the Group, and embrace new challenges, we build an environment where growth and learning never stop.
Our competitive benefits package, offered via a flexible benefits platform, reflects this. Beyond core benefits, employees have the freedom to tailor their benefits to meet their individual needs, supporting their unique goals and ambitions.
Role Summary
Due to our continued growth, we are looking for a Senior IT Support Engineer to join the Aventum Group based on a 12 month fixed-term-contract.
This role is part of the IT Service Desk team, where the primary responsibility is to support and manage the IT Helpdesk for Aventum Group and its associated entities.
We are looking for a talented individual with a positive attitude and a willingness to learn. This person should be eager to continue their personal development while ensuring the needs of the business are met and expectations are exceeded.
The role involves providing support in all aspects of IT across the group. Helpdesk tickets are submitted via email to our Zendesk system and need to be resolved in accordance with our SLA's.
Role Accountabilities
Service Desk & End-User Support
* Lead and manage the IT Service Desk, ensuring the delivery of 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, with a particular focus on insurance policy administration systems and core business platforms.
* Mentor and guide the IT Support team, driving performance, service quality, and professional development.
* Collaborate with the wider IT team on business 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, reduce duplication, 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 system backups, patch management, and endpoint protection.
* Maintain accurate hardware/software inventories, oversee asset management, and ensure licensing compliance.
* Ensure IT systems, meeting room technology, and critical business equipment in the London office are operational each day.
Insurance Sector Applications & Policy Admin Systems
* Provide specialist support and administration 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 (laptops, desktops, mobile devices, printers, scanners, networking equipment)
* Networking fundamentals (LAN/WAN, VPNs, firewalls, routers, switches)
* Demonstrated experience supporting insurance systems, particularly policy administration platforms and related business applications (claims, underwriting, broking, etc.).
* 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 with the ability to act as an escalation point for complex issues.
* Strong communication and interpersonal skills, with the ability to work effectively 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 Skills – Able to explain technical issues clearly to non-technical stakeholders, including underwriters, brokers, and claims staff.
* Leadership & Team Support – Ability to mentor, guide, and support IT Support Engineers.
* Analytical Thinking – Skilled at diagnosing technical problems, identifying root causes, and implementing effective solutions.
* Service management – Strong focus on delivering excellent customer service and maintaining high user satisfaction across the business.
* Organisational Ability – Capable of managing multiple priorities, tickets, and projects simultaneously under tight deadlines.
* Process & Compliance Awareness – Understanding of ITIL processes, and best practice in service management.
* Collaboration – Strong team player, able to work effectively with colleagues across IT and business functions, as well as external vendors and suppliers.
* Continuous Improvement – Proactive in identifying opportunities to improve IT processes, automate routine tasks, and enhance efficiency.
Management Duties
* Yes
We are an equal opportunity employer, and we are proud to share that 93% of our employees say they can be themselves at work. We aim to hire our industry's finest people because the best people drive the best outcomes. And we forever challenge the status quo because we know there are always ways to improve things. Because together, we're limitless.
We value applicants from all backgrounds and foster a culture of inclusivity. We understand the need for flexibility, so work in a hybrid model. Please let us know if you require any reasonable adjustments during the recruitment process.
FCA Conduct Rules
Under the Senior Managers and Certification Regime the FCA and Aventum expects that:
1. You must act with integrity.
2. You must act with due skill, care and diligence.
3. You must be open and cooperative with the FCA, the PRA and other regulators.
4. You must pay due regard to the interests of customers and treat them fairly.
5. You must observe proper standards of market conduct.
6. You must act to deliver good outcomes for retail customers.