IT Support Technician Level II

Description

About Us:

With ~370 employees and ~70+ contractors Novatae is a modern specialty insurance distributor offering innovative solutions from responsive brokers, underwriters, and program managers who are passionate about our clients. As a leading MGA, program underwriter, Lloyds Coverholder and wholesaler, we offer exclusive underwriting solutions totaling ~$971M+ in annual written premiums for dozens of industry classifications, serving 6,000+ clients from more than 500+ global insurers.

Position Overview:

Novatae is hiring for an IT Support Technician – Level II with proficient technical knowledge and the capability of confidently and effectively communicating with users to understand problems and explain their solutions. The ideal candidate will be well organized and self-driven, applying critical thinking and a willingness to make decisions when needed, in addition to being able to take direction and prioritize tasks as requested.   

The candidate must be customer-oriented, critical thought-minded and patient in their interaction with users who are not technically inclined by providing assistance and support for incoming help desk tickets and escalations with issues related to computer systems, software, security and hardware. Additionally, the candidate should effectively respond to tickets in person, over chat, video or phone in a fast-paced and user-demanding environment in a professional manner, while maintaining composure in a stressful environment.

Essential Duties & Responsibilities:

• Provide “white-glove” support & service to members of the Executive Leadership Team (ELT)
• Provide hardware, software & technical support for computers, peripherals, network printers and conference room equipment throughout the organization
• Serve as the first and second point of contact for users seeking technical assistance in addition to serving as an escalation point for Novatae’s outsourced Level I support team
• Document and Update IT processes/workflows, support resolutions, How-To’s
• Monitor and respond to cyber security alerts, taking necessary action
• Monitor and respond to M365 alerts, taking necessary action
• Distribute/Revoke system software licensing and various software application access
• Provide after-hours support as needed
• Educate computer Users and make training recommendations, as necessary

Experience, Knowledge Areas/Concepts, Skills & Abilities:

Required:

• Minimum of 3+ years providing technical support to all levels of a corporate user base utilizing various technologies and hardware
• High Proficiency in the following technologies and knowledge areas:
• • Active Directory, Azure, Entra, Intune & Autopilot
  • O365 Administrator Console
  • Exchange Administrator Console
  • Windows 10/11
  • Network & Printer Troubleshooting
  • Hardware Builds & Setups
• Perform remote troubleshooting through diagnostic techniques and questioning
• Determine the best solution through previous experience, past tickets, internet-based research and the user details provided
• Ability to extract issue details when they are lacking by asking the right critical questions to appropriately and quickly triage the reported issue, walking the employee through the problem-solving process
• Close helpdesk tickets upon resolution and in a timely manner
• Execute ticket quality over quantity, treating tickets like a detailed work log which provides support to other colleagues who may run into similar issues
• Follow-up with and update the user with status and information
• Adhere established and future SLAs
• Ability to work independently, with minimum direct supervision
• Ability to work in a collaborative Team environment
• Support M&A integration process as needed and or outlined by team members

Preferred:

• ServiceNow ticketing system experience
• Dell Latitude/Dell Pro and similar class laptop experience
• Vendor management experience
• Asset management experience
• Networking methodologies, concepts and support

Travel Required:  10-20% Local

Equal Employment Opportunity

At Novatae, we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products, and our community to flourish. Novatae is honored to be an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation, or Veteran status. In addition, Novatae makes reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant or employee with a disability, unless the accommodation would impose an undue hardship on the operation of our business.

#LI-NH1

#LI-Hybrid