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
The Amwins Advantage: Benefits & Perks Available to Full-Time US Based Employees
Medical, Dental, Vision available your first day of employment
Choice of medical plans through Blue Cross Blue Shield; Kaiser available for CA employees
Mental health support including
Virtual therapy
Digital coaching
24/7 EAP counseling
Company-paid Basic Life & AD&D Insurance, Short-Term Disability, and Employee Assistance Program
Health Savings Account with company contributions
Health Care FSA, Dependent Care FSA, and Commuter Benefits
Parental Leave and Adoption Assistance
Voluntary coverage options
Life Insurance
Critical Illness
Accident
Identity Theft Protection
Retiree medical benefits available for Medicare-eligible retirees
401(k) with company match
Generous Paid Time Off and Company Holiday Schedule
Collaborative, continuing education focused work environment
Career advancement opportunities
