M365 Engineer

6 Month FTC

The Role

This London-based role offers an exciting opportunity to be the first point of contact for technical support within the organization. As an Onsite Helpdesk Engineer, you’ll ensure smooth IT operations by resolving hardware, software, and network issues for end-users. You’ll work closely with internal teams to maintain high levels of service and support across the business
About the Team: We are a newly formed technology function with an exciting future in shaping the enterprise technology, digital, and data strategy. We are fast-moving, agile, and obsessed with the end-user experience. Our company values strong foundations, innovation, collaboration, and continuous improvement.

Team Structure: This role will sit within the Enterprise Technology, Operations & Service, team within the Shared Services COE reporting to the Shared Services lead, and will work closely with the local jurisdiction leadership.
Key Responsibilities

Technical Support & Troubleshooting

• Provide first-line and second-line support for hardware, software, and network issues
• Diagnose and resolve problems with laptops, printers, phones, and other portable devices
• Perform onsite troubleshooting using diagnostic tools and user friendly questions

User Assistance & Communication

• Serve as the first point of contact for IT-related issues
• Build rapport with users and elicit detailed information to resolve tickets efficiently
• Offer training and create help sheets or FAQs for end users

Incident & Request Management

• Log, prioritise, and manage multiple open issues simultaneously
• Ensure incidents are resolved within Service Level Agreements (SLAs)
• Escalate unresolved issues to higher-level support when necessary

System Access & Security

• Manage user accounts including creation, updates, and removal
• Administer password resets and access permissions
• Champion IT security policies and flag potential threats

Project & Process Support

• Assist with software rollouts, hardware deployments, and system upgrade
• Contribute to process improvement, and service innovation initiatives
• Maintain accurate documentation and update service management systems

Cross-Functional Collaboration

• Work closely with managers, system admins, and other departments
• Participate in team meetings and support broader IT projects

This role is ideal for someone who thrives in a fast-paced environment, enjoys solving problems, and values direct interaction with users. 

About You
What We Are Looking For in Skills and Experience

• Proven experience in a helpdesk or technical support role
• Microsoft 365 Certified: Administrator Expert (MS‑102) certification
• Strong knowledge of Windows OS, Microsoft Office Suite, Active Directory/Entra ID, Microsoft Intune, Microsoft Defender, Microsoft Purview and common business applications.
• Familiarity with Exchange Online, SharePoint Online, SSO applications, Autopilot/Pre-provision technologies, Cloud printing and basic networking concepts.
• Experience with ticketing systems (e.g. ServiceNow, Jira, Zendesk).
• Exposure to IT asset management and remote support tools.
• Relevant certifications (e.g., CompTIA A+, ITIL, Microsoft MCP) are a plus.

About Willis Re

We combine specialist broking with analytics, modeling and research to help insurers optimize risk transfer, strengthen balance sheets and achieve sustainable growth. Our approach is relationship-driven, transparent and outcome-focused.

At the heart of Willis Re is a focus on delivering the most cutting-edge analytical solutions to enable more informed, better decision-making for risk selection, portfolio optimization, and capital management.

The launch of Willis Re brings a strategic advantage of being unhindered by legacy, an ability to leverage data, statistical models and advanced technologies with the best knowledge and expertise to deliver more efficient and effective reinsurance outcomes. This places Willis Re in a unique position to build a truly analytically driven business, focused on creating solutions for the reinsurance industry that are future led and forward thinking.

Willis Re will also leverage recognized technical expertise from WTW’s Insurance Consulting & Technology business including their advanced modeling and analytical capabilities. Alongside this will be WTW’s Research Network, an award-winning business supporting and influencing science to improve the understanding and quantification of risk.

Willis Re is committed to embracing a diverse, inclusive, and flexible work environment. We provide equal opportunity to all qualified individuals regardless of race, colour, religion, age, gender, gender expression, national origin, veteran status, disability, orientation, or any other legally protected categories. If you have a need that requires accommodation, please email us at [email protected]