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Northwestern Mutual · 5 hours ago

Tech Service Center I (Onsite Tech Support)

Franklin, WI

Full-time

Onsite

Mid Level

$49K/yr - $90K/yr

3+ years exp

Northwestern Mutual is a leading financial services company, and they are seeking a Tech Service Center I to provide on-site technical support. The role involves resolving technical issues, providing client experience consultation, and supporting project implementations in a fast-paced environment.

AdviceConsultingEmployee BenefitsFinanceFinancial ServicesInsuranceLife InsuranceWealth Management

H1B Sponsor Likely

Responsibilities

Uses advanced knowledge of PC, mobile device, hardware, software configurations, operating systems, and LAN to resolve technical environment issues and provide implementation support

Provides omni-channel technical support (Home Office) in a fast paced, high-pressure environment while multi-tasking (e.g. two or more simultaneous users) and or reprioritizing efforts as needed

Provide on-site, in-person support, five days a week at either the Franklin or Downtown campus

Back up the TSC AV team on an as needed basis

Performs advanced level client experience consultation

Deep issue analysis when challenged at First Level, use of advanced knowledge and software tools to assist in developing solutions and tests fixes to resolve first touch whenever possible

Resolves escalations from Level 1 support where needed

Provides Home Office subject matter expertise to less experienced staff both in person and/or on-line

Expands knowledge and experience by gaining additional subject matter expertise and demonstrated proficiency in some of the following areas:

Training - Perform technical mentoring, training and consultation to individuals or users

Project Consultation – Represent the Technology Service Center on project efforts to help drive a successful implementation, client and support experience

Help kick-off meetings, setup AV equipment in the spaces TSC AV is responsible to support

Stays up to date on changing business needs and interacts with project and support (N-tier) teams to coordinate/trouble-shoot support for rollouts, deployments and implementations

Remains closely connected with our internal team, and Home Office clients via an Omni channel support environment

Contributes to process/service improvement ideas to enhance the client experience, partnering with more experienced team members for guidance where needed

Resolves issues while exciting and level setting clients about the technology environment

Qualification

Technical TroubleshootingCustomer SupportProcess ImprovementAnalytical ThinkingEscalation ManagementAdaptive CommunicationPrioritizationField AdvocacyStakeholder RelationshipTechnical Documentation

Required

Bachelor's degree in computer science, MIS or related field OR a significant amount of directly-related work experience required

Minimum of 3 years of technical Help Desk experience or in-person technical support

Advanced knowledge in computer, mobile device hardware, and software troubleshooting including proficiency in using software support tools

Demonstrates strong customer service skills that translate both inside (HO) and externally (Field), verbally and in writing at all levels in a succinct yet understandable fashion based on audience

Demonstrated analytical and problem-solving abilities including sound judgment/decision-making skills

High degree of initiative and motivation including willingness to seize opportunities to identify, help drive and implement process/service improvement and innovation

Keen attention to detail including proficiency in clear and understandable ticket documentation

Ability to diffuse/resolve escalations, resolve complex issues, help train and coach others

Benefits

Flexible work schedules

Concierge service

Comprehensive benefits

Employee resource groups

Company

Northwestern Mutual

Glassdoor3.9

Northwestern Mutual delivers financial security to millions with life, disability income and long-term care insurance, and investments.

Founded in 1857

Milwaukee, Wisconsin, USA

5001-10000 employees

https://www.northwesternmutual.com

H1B Sponsorship

Northwestern Mutual has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

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Trends of Total Sponsorships

2020 (1)