Technical Support Analyst

Introduction

The Technical Support Analyst provides 1st 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 a member of the IT support team, you will help 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 escalate incidents requiring more advanced troubleshooting to the Technical Support Specialist or Engineer, and inform the Technical Support Manager of any incidents and/or problems (internal and external) that may impact the business.

Responsibilities

• Provide 1st line IT support to all users, ensuring a good level of support from initial incident acknowledgement through to resolution or escalation
• Monitor the service desk platform, identify and set the priority level of requests/tickets received, and resolve standard issues or escalate to the appropriate team member where applicable
• Provide basic in-house support to staff in relation to Microsoft Office programs and other supported bespoke software/applications as and when required.
• Support the procurement of IT hardware, software, consumables and telecom equipment, in accordance with the corporate procurement policy and working alongside the IT Asset team
• Report any incidents/service impact issues that could impact the business
• Utilize the service desk system to effectively log the nature of support queries and prioritize support cases according to Service Level Agreements (SLAs)
• Promote the use of IT tools within the business, allowing staff to work more effectively.
• Actively build technical knowledge and skills through training, mentoring, and day-to-day experience, seeking guidance from other team members as needed.

Knowledge/Skills/Qualifications

• 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
• 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
• Ability to work on your own and within a team
• 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
• Maintain documentation of IT systems and procedures
• 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
• Willingness to travel to other offices in the US as and when required
• Desired skills
• Demonstrated experience of Insurance industry
• Project-based skills
• Experienced in "hands on" maintenance of hardware, including repairs

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
• Windows OS (Windows 10, 11)
• Citrix
• Kofax
• Parallels