Amwins · 4 hours ago
Technical Support Specialist
Charlotte, NC
Full-time
Hybrid
Entry, Mid LevelAmwins is seeking a Technical Support Specialist who will provide 1st & 2nd line IT support across the organization. The role involves managing service desk requests, assisting with IT hardware and software, and ensuring high-quality support for all users.
Insurance
Responsibilities
Monitor the service desk platform, identify and set the priority level of all requests/tickets received and resolve issues or reallocate to wider teams where applicable. This includes, but is not limited to:
Assisting with the configuration of all PCs & laptops used within the group
All printers used within the group
Mobile devices within the group (including mobile device management via Intune)
Provide basic in-house training to staff in relation to Microsoft Office programs and other supported bespoke software/applications as and when required
Engage in the procurement of IT hardware, software, consumables and telecoms equipment, in accordance with the corporate procurement policy and working alongside the IT Asset team and IT Asset Manager
Provide 1st & 2nd line IT support to all users, ensuring a good to outstanding level of support from initial incident acknowledgement through to resolution
Report any incidents/service impact issues that could impact the business to the Technology Support Manager
Ensure daily administrative duties (updating tickets, following up on logged cases, escalating where appropriate) of the service desk are completed
Ensure IT support projects, tasks and assignments are carried out in a professional and timely manner
Utilise the service desk system to effectively log the nature of support queries, manage workload and prioritise support cases according to Service Level Agreements (SLAs) set by the IT leadership team
Promote the use of IT tools within the business, allowing staff to work more effectively
Undertake project work on occasions, and plan and deliver solutions in a timely manner
Manage on-site hardware, such as MFDs (printers), including troubleshooting and toner replacement as well as meeting rooms/internal events equipment
Ensure that all office hardware is maintained to a good working standard
Qualification
Required
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
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
Exposure to meeting room and event support, including Crestron and Logitech hardware and Microsoft Teams/Zoom/Google software
Maintain documentation of IT systems and procedures, alongside the IT Service Desk team
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
Ability to work on your own and within a team
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
Preferred
Demonstrated experience of Insurance industry (desirable, but not essential)
Project-based skills (ITIL, desirable, but not essential)
Experienced in “hands on” maintenance of hardware, including repairs (beneficial, but not essential)
Willingness to travel to other offices in the UK as and when required
Company
Amwins
Amwins is the largest wholesale distributor of specialty insurance products and services in the U.S.
Founded in 1998
5001-10000 employees
H1B Sponsorship
Amwins 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
Represents job field similar to this job
Trends of Total Sponsorships
2024 (3)
2023 (2)
2021 (4)
2020 (2)
Funding
Current Stage
Late StageLeadership Team
Scott Purviance
Chief Executive Officer
Darin Stafford
Chief Financial Officer
Recent News
The Business Journals
2024-04-25
Insurance Business America
2024-04-25
2024-04-25
Company data provided by crunchbase