IT Support Engineer II, Helpdesk

The IT Support Engineer II, Helpdesk, serves as the initial point of contact for technical assistance, providing basic support and troubleshooting for issues like password resets, printer configurations, and break/fix instructions. This role involves responding to customer inquiries via Slack, email, and phone, performing basic troubleshooting, routing unresolved issues to higher-level support, and maintaining accurate documentation. The technician is also responsible for ensuring a positive customer experience through timely and effective support.

Must Have

• Basic understanding of computer systems, networks, and software applications
• Excellent verbal and written communication skills
• Ability to diagnose and resolve basic technical issues
• Strong focus on providing a positive customer experience
• Ability to work collaboratively with other support teams
• Minimum 3-5 years of experience in customer support or IT helpdesk role
• CompTIA A+, ITIL Foundation, or similar certifications
• Bachelor’s Degree, preferably in Computer Science, Information Technology, or a related field

Perks & Benefits

• Opportunity to collaborate with smart, creative professionals
• Work on delivering cutting-edge technologies, deeper data insights, and enhanced services to transform how insurance is done

WHO ARE YOU:

The IT Support Engineer I, Helpdesk, is the first point of contact for customers seeking technical assistance. This role involves providing basic support and troubleshooting, such as password resets, printer configurations, and break/fix instructions. The technician will also escalate issues to higher-level support as needed.

WHAT YOU WILL DO:

• Respond to customer inquiries: Answer Slack messages, Emails, and phone calls to gather information about technical issues.
• Basic troubleshooting: Provide initial support for common technical problems, including password resets, printer configurations, and software installations.
• Ticket routing: Escalate unresolved issues to Level 2 and Level 3 support teams.
• Documentation: Maintain accurate records of customer interactions and problem resolutions in the ticketing system and when required update SOPs.
• Customer service: Ensure a positive customer experience by providing timely and effective support.

WHAT YOU WILL NEED:

• Technical knowledge: Basic understanding of computer systems, networks, and software applications.
• Communication skills: Excellent verbal and written communication skills to interact effectively with customers.
• Problem-solving: Ability to diagnose and resolve basic technical issues.
• Customer service orientation: Strong focus on providing a positive customer experience.
• Teamwork: Ability to work collaboratively with other support teams.
• Experience: Minimum 3-5 years of previous experience in a customer support or IT helpdesk role.
• Certifications: CompTIA A+, ITIL Foundation, or similar certifications.
• Education: Bachelor’s Degree, preferably in Computer Science, Information Technology, or a related field

WHAT’S IN IT FOR YOU?

You collaborate with smart, creative professionals who are dedicated to delivering cutting-edge technologies, deeper data insights, and enhanced services to transform how insurance is done. Apply by completing the online application on the careers section of our website. We are an Equal Opportunity employer committed to a diverse workforce. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.

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