Market Support Representative assisting clients and brokers in the insurance industry. Establishing relationships and managing service - related requests using Salesforce and collaborating with internal partners.
About the role
- Service Desk L2 Support Specialist addressing IT user issues and infrastructure management while enabling smooth user experience. Working in a hybrid environment with a focus on customer service and problem resolution.
Responsibilities
- Setup and maintenance of desktop and laptop computers, printers, mobile devices, and other equipment.
- Assisting in the onboarding and offboarding process of employees.
- Providing proactive support and training to the user community.
- Proactively identify and recommend enhancements to the overall IT infrastructure.
- Monitoring of the technical infrastructure using Global’s Network Monitoring Platform.
- Assisting end users with installation, configuration and troubleshooting of hardware and software to ensure continued usability of equipment and software.
- Providing desk side or remote assistance to end users in the use of existing and new technologies, hardware, and software.
- Contributing knowledge and updated information into Global’s IT Knowledge Base.
- Additional hours may be required for problem management and special projects.
- Participation in Global’s “off-hours” coverage rotation.
- Tracking open issues using Global’s ticketing system.
- Occasional travel to remote sites.
Requirements
- Strong working knowledge of Windows 10, Windows Server 2012, 2016, 2019 and MS Office.
- A basic understanding of Microsoft Active Directory, DNS, DHCP and IP Networking.
- Capable of building user workstations and/or laptops.
- Strong working knowledge of Laptops, Desktops and Printers support.
- Ability to effectively support remote users via phone, email, and desktop remote control software.
- Have a strong working knowledge of the Apple ecosystem and able to troubleshoot Mobile Device Issues (iPhones, iPads).
- Basic phone PBX skills.
- Microsoft Networking: Printer management, File Share management, Active Directory, Microsoft IIS, Internet Explorer, DHCP and DNS.
- Basic IP networking skills.
- Basic WLAN Wireless. LAN printer setup, configuration, and troubleshooting.
- Voice and electronic faxing.
- The ability to work independently or in a group setting.
- Ability to find technology workarounds to issues that cannot be resolved in a timely fashion.
- A strong customer service focus and attitude.
- Good organizational skills.
- Good verbal and written communications skills.
- Proficient documentation skills in MS Visio, MS Word, and MS Excel.
- Desire to be challenged.
Benefits
- Health & Wellness - Medical, Dental, Vision and Life Insurance.
- 401k and a match component!
- Professional Development - we provide tuition reimbursement; this benefit is offered after 6 months of service.
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