Introduction
The Technical Support Specialist provides 1st & 2nd line IT support across the organization via the ServiceNow ITSM platform, email, phone and in-person walk-up cases. This role is a hybrid role with occasional work from home days and limited travel to our office locations across the US.
As the public face of the IT support team, you will ensure high quality support is provided to all users and departments within Amwins and that all incidents/problems are recorded and managed in the Service Desk system. You will inform the Technical Support Manager or wider IT leadership team of any incidents and/or problems (internal and external) that may impact the business.
Responsibilities
- Monitor the service desk platform, identify and set the priority level of all requests/tickets received and resolve issues or reallocate to wider teams where applicable. This includes, but is not limited to:
- Assisting with the configuration of all PCs & laptops used within the group.
- All printers used within the group.
- Mobile devices within the group (including mobile device management via Intune).
- Provide basic in-house training to staff in relation to Microsoft Office programs and other supported bespoke software/applications as and when required.
- Engage in the procurement of IT hardware, software, consumables and telecoms equipment, in accordance with the corporate procurement policy and working alongside the IT Asset team and IT Asset Manager.
- Provide 1st & 2nd line IT support to all users, ensuring a good to outstanding level of support from initial incident acknowledgement through to resolution.
- Report any incidents/service impact issues that could impact the business to the Technology Support Manager.
- Ensure daily administrative duties (updating tickets, following up on logged cases, escalating where appropriate) of the service desk are completed.
- Ensure IT support projects, tasks and assignments are carried out in a professional and timely manner.
- Utilise the service desk system to effectively log the nature of support queries, manage workload and prioritise support cases according to Service Level Agreements (SLAs) set by the IT leadership team.
- Promote the use of IT tools within the business, allowing staff to work more effectively.
- Undertake project work on occasions, and plan and deliver solutions in a timely manner.
- Manage on-site hardware, such as MFDs (printers), including troubleshooting and toner replacement as well as meeting rooms/internal events equipment.
- Ensure that all office hardware is maintained to a good working standard.
Knowledge/Skills/Qualifications
- Advanced knowledge of Microsoft Office 365, including Exchange, Intune and Entra.
- Knowledge and experience of Active Directory Users and Computers.
- Knowledge and familiarity of networking, including DHCP, TCP/IP, DNS, IP addressing, network protocols and the ability to diagnose and resolve such issues.
- Knowledge and background of IT helpdesk/support and working with technology.
- Experience of working in an office, providing both in-person and remote support to staff.
- Exposure to meeting room and event support, including Crestron and Logitech hardware and Microsoft Teams/Zoom/Google software.
- Maintain documentation of IT systems and procedures, alongside the IT Service Desk team.
- Identify the root cause of issues and recommend appropriate solutions in line with the IT Acceptable Use Policy, while being mindful of the user being supported.
- Demonstrated experience of Insurance industry (desirable, but not essential).
- Ability to work on your own and within a team.
- Project-based skills (ITIL, desirable, but not essential).
- Excellent communication skills and the ability to communicate technical information clearly and effectively to users with varying levels of technical expertise.
- Experience providing support to executives and senior leaders, remaining calm and professional in a fast-paced environment.
- Customer-centric, with attention to detail.
- Experienced in “hands on” maintenance of hardware, including repairs (beneficial, but not essential).
- Willingness to travel to other offices in the UK as and when required.
Supported Programs/Software/Applications
- Microsoft 365 apps (including, but not limited to: Outlook, Teams, Power Platform, Exchange, Word, PowerPoint, Excel, OneDrive)
- Intune (Mobile Device Management)
- Entra
- SharePoint
- Intune Company Portal
- VPN (GlobalProtect)
- ServiceNow ITSM platform
- Crestron/Logitech/Neat meeting room equipment
- Windows OS (Windows 10, 11)
- Citrix
- Aternity (asset monitoring)
- Insurance systems: IMR, GlobalXB, PPL, UniQuote)
