Role Profile

Job Title: Workplace Support Engineer Area: Information Technology

Reports to: Workplace Support Team Leader/Supervisor

Function: To provide technical support within the deskside environment, supporting and
assisting all Aon colleagues.

Purpose:

The purpose of the Workplace Support Engineer role is:

To support the business by providing technical support to all Aon business entities, within the deskside
environment. To provide administrative IT support, where necessary, and to communicate appropriately to
internal and external parties during BAU or Work Request based activities.

Geographic/ Country Scope:

UK & Ireland.

Key Accountabilities:

1. Supporting and maintaining all deskside technologies.

2. Supporting deskside equipment relocation and provisions – moves, IMAC requests etc.
3. Responsibility for deskside asset management activity following strict procedures and processes
in relation to hardware movements, installations, and recoveries.
4. Managing stock control at all offices, ensuring appropriate levels of IT stock are held.
5. Managing the movement of deskside hardware between offices.
6. Assisting in maintaining security over Aon IT hardware assets.
7. Providing mentoring for junior admin staff, with documentation, processes, and queue
management.
8. Prioritising workload and managing colleague expectations.
9. Proactively participating in internal meetings.
10. Handling the recycling of all redundant deskside IT equipment and technologies, ensuring correct
disposal processes according to WEEE regulations.
11. Assisting in maintaining full legal complicity of Aon installed software.
12. Participating in training to add to the overall skill levels of the Workplace Support team.
13. Where Tech Bars are in operation, providing L1 and L2 support at the tech bars as and when
required.
14. Frequently travelling between Aon offices throughout the region providing L2 deskside support, as
and when required.
15. Analysing and producing data for Aon managers, as required.

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 16. Creating and maintaining documentation for all future and existing IT policies, procedures, and for
the knowledge base.
17. Ensuring technology support meets the customer requirements as defined in the Service Level
Agreements.
18. Playing a key role in the adoption and promotion of new technology.
19. Responsibility for ensuring close working relationships are established and maintained with peers
within Aon Technology as required.

Knowledge Requirements

Type Description
Education Educated to a good standard of general education.

Experience working in a support IT role following industry standard

processes, management of BAU IT tasks and analysis of operational issues
in the deskside environment.

Business Knowledge and experience of Aon operating entities.

Experience of and ability to communicate and operate effectively in a pan

European support environment.

Applications Experience of undertaking detailed analysis of IT desktop systems using

available processes and formulating any support tasks required.

The ability to pick up new technology and learn new skills quickly.
Strong analytical and problem solving skills.

IT Advanced and expert competency in general and product specific IT support

issues.

Must be able to learn, understand, and apply new technologies.

Deskside Support Work Provide support and assistance for call logging, and administration of support
cases (hands-on).

Ability to challenge, question and improve methods and processes where

necessary.

Self-motivated, tenacious and able to work with a degree of autonomy.

Methodical with a good attention to detail and a good organiser.

Able to work with team members, good inter-personal skills, excellent team
player.

An enthusiasm for the IT support environment, with a passion and customer

focus toward the end user customer.

Experience of modern Microsoft Office products, and miscellaneous software

in the deskside environment.

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 Excellent communication skills and customer focus. An ability to relate to staff
at every level of the company, in a clear and concise way. Ability to relate and
communicate at higher management levels

Possess the capability and motivation to achieve personal and team

objectives, with flexibility to undertake new service offerings introduced into
the Aon end-user business

To carry out any undefined support tasks associated with the role, as
reasonably requested.

Take ownership for mentoring and development of junior IT staff as

required.

Diligent and thorough approach to problem solving.

Advise users in relation to IT Hardware, choosing cost effective solutions.

Must have the willingness to develop new skills and take on new challenges

Professional Qualifications

Type Level Required

Part Required Possess or working towards Microsoft Certification MCITP or equivalent
knowledge in Enterprise-level deskside computing.

Appreciation of ITIL Service Management.

Active Directory User administration experience.

An understanding of customer deskside requirements in relation to internal

departmental procedures.

Experience of IT desktop management in the enterprise.

Experience in PC, printer and associated desktop hardware systems.

Excellent written and verbal communication skills.

Levels:

FQ Fully qualified
PQ Part qualified
NR Not required

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Behavioural Competencies

Competency Level Required

Delivering value to clients
Client Focus Advanced
Communication & Influencing Advanced
Problem solving Advanced
Delivering value to Aon
Commercial/business awareness Competent
Embracing & managing change Competent
Results orientation Competent
Accountability Competent
Planning & Organisation Advanced
Decision making Competent
Working with teams
Develop self/others Competent
Leadership Foundation
Teamworking Advanced

Technical Competencies

Competency Level Required

Business knowledge Competent
Process and workflow analysis Advanced
Programming Basic
Testing Competent
Technical support Advanced
Systems knowledge Advanced
Supplier management Basic
Commercial management Basic
General desktop IT Expert

Levels:

Basic Understands the fundamentals but does not need to apply on daily basis. Requires regular guidance
Foundation Limited practical experience but some basic application possibly required on regular basis. Supervision required from
time to time.
Competent Proven knowledge and applies skills independently and extensively. Supporting and coaching colleagues, providing
ideas to improve efficiency.
Advanced Thorough knowledge and skill demonstrated. Can manage complex situations and make decisions and influence
implementation of these decisions. Acts as coach in developing others.
Expert Thorough and in depth knowledge, able to handle most complex applications. Consistently delivers exceptional
performance. Adopts a strategic approach and able to influence at all levels (across/up and down). Acts as coach or
mentor to others.

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