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    Senior Tech Support Technician - Chicago, United States - Canopius US Insurance, Inc.

    Canopius US Insurance, Inc.
    Canopius US Insurance, Inc. Chicago, United States

    3 weeks ago

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    Description
    Job Description

    Role: Senior Tech Support Technician

    Reporting to: Chief Operations Officer (US) and IT Customer Service Manager (Global)

    Location: Chicago

    Department: Operations- IT

    The Role

    With Group IT based in London and the change of end user computing to Laptops, an IT support role is required in the US region, based in the Chicago office, to ensure that end users have access to direct support for new and existing workplace technologies. The role will support end users in the Chicago, New York, and Bermuda offices, and at home, as the hybrid/office working environment evolves. The role also provides support for problems, major incidents and escalations of tickets raised with 1st line ServiceDesk and Group IT. In addition, the role involves regular interaction with, and management of tickets raised with, the 3rd Party teams that constitute the end-to-end delivery of Canopius' IT services and support.

    In addition, Group IT requires the local physical support to assist with good governance, management of and support of the technologies and hardware deployed in the Chicago and New York offices, including working with local third-party hands/feet support teams.

    The role is based in Chicago, with occasional travel to New York.

    Responsibilities will include:
    • Laptop setup for new joiners and ongoing management for devices deployed in the US region.
    • Support for office-based technologies supported by the relevant Group IT functions, including networking and audio-visual equipment.
    • Support for home workers on laptop and connectivity issues, including augmenting the UK-based Support team for UK evening support, L2 for devices.
    • Governance and good management of Networking rooms and cabling.
    • Support for BYOD smartphones, Android, and iOS.
    • 2nd line O365 and MS Teams support including usability queries.
    • Create and maintain effective service procedures, policies, and standards.
    • Liaising with 1st line Service Desk for escalations, problems, and major incidents.
    • Involvement in testing where changes & new processes are being deployed.
    • Key escalation point for incidents, request and customer experience including Problem and Incident Management.
    Skills and experience:
    • Previous experience in IT support role
    • Excellent IT skills and knowledge of troubleshooting computer related issues both hardware and software, as well as desktop, laptop, and mobile devices.
    • Knowledge of M365, Teams, Active Directory, Azure AD, OneDrive & SharePoint Online, Microsoft Endpoint Manager (InTune), as well as TCP/IP, DNS and DHCP is desired.
    • Experience of supporting Azure cloud and associated services.
    • Experience of working with third party specialist support providers and managing their engineers and ticket queues.
    • Good communication skills, both oral and written.
    • Experience of supporting a wide-ranging user base including VIP support.
    • Solid understanding of Security and audit / compliance requirements.
    • Experience of ServiceNow ITSM, and ideally ITOM.
    • Strong communication skills, both oral and written and ability to interact with all levels across the business.
    • Powershell and PowerBI experience are very desirable.
    Personal qualities:
    • Proactive self-starter who shows initiative and is always willing to take on more.
    • Confident with support activities and with tactical and strategic thinking.
    • Attention to detail with a high degree of accuracy in work product.
    • A strong collaborator: excellent relationship building and communication skills with the ability to engage people from diverse cultures and different levels.
    • Experience of working in a global organisation, balancing global and local requirements.
    Our benefits

    We offer all employees a comprehensive benefits package that focuses on their whole wellbeing. This includes hybrid working, a competitive base salary, non-contributory 401k, discretionary bonus, insurances including medical, dental and vision cover, and many other benefits to enhance financial, physical, social and psychological health.

    About Canopius

    Canopius is a global specialty lines (re)insurer. We are one of the leading insurers in the Lloyd's of London insurance market with offices in the UK, US, Singapore, Australia and Bermuda.

    At Canopius we foster a distinctive, positive culture which enables us to bring our whole selves to work to flourish as people, and build a business which delivers profitable, sustainable results.

    Canopius operates a flexible, hybrid working model and is committed to providing an environment that challenges employees to be their best and where everyone's unique contributions are recognised, valued, and respected.

    We are fully committed to equal employment opportunities for all applicants and providing employees with a work environment free of discrimination and harassment. All employment decisions are made regardless of age, sex, gender identity, ethnicity, disability, sexual orientation, socio-economic background, religion, or beliefs, marital or caring status, or any other status protected by the laws or regulations in the locations where we operate. We encourage and welcome applicants from all diverse backgrounds.

    We make reasonable adjustments throughout the recruitment process and during employment. Please let us know if you require any information in an alternate format or any other reasonable adjustments.
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