Technical Support Specialist
Cambridge, ON, Canada
Job Description
We're now at the boldest phase of our Next Horizon journey At Gore Mutual, we've completely transformed our business in under three years. By investing in top talent and leading technology, we've redefined what it means to be a modern mutual that does good. Our path forward brings a sharper focus on our business' performance that's powered by innovation and an agile, high-performing culture ? we're built for success. We're well on our way to becoming a purpose-driven, digitally led national insurer. Come join us. To continue our journey forward, we are looking to onboard a Technical Support Specialist. We are looking for an energetic person to join our team who can support the delivery of technical innovation, as well as responding to a wide range of technical issues including Hardware, Software, User Equipment, Troubleshooting etc. You will apply analytical and problem-solving skills to support the daily functions of the business, as well as system implementations and maintenance within the Front Lines (L1). They will collaborate with L2 (in-depth technical) and L3 (R&D and Root Cause Analysis) to ensure accuracy and efficiency. What will you be doing in this role? Service Desk Incidents/Service Requests
- Responding to all Service Desk Incidents and Service Requests within timely manner
- Proving support to customers utilizing various communication tools (Teams, ServiceNow)
- Escalating any critical or high priority incidents to L2 and L3 Teams with appropriate urgency and responding when appropriate
- Respond to outage and failure incidents and escalating to available team members to respond to production issues when necessary.
- Responding and resolving any on-site technical issues including equipment malfunctions, internet malfunctions etc.
- Responsible for being the liaison between L1 and L2 technical and maintenance support.
- Ensuring to respond to all in-person user requests, responding in a timely and efficient manner, and ensuring to prioritize in-person requests.
- Managing the in-person expectations on site and knowing when to pass off any virtual requests if need be.
- Responsible for Inventory organization and receipt of equipment
- Flagging low inventory stock to Manager, Employee Service Desk, ensuring there are sufficient stock on-hand in preparation/anticipation for any delays, to ensure users are not actively affected.
- Provisioning user equipment ? New and Re-deployment
- Decommissioning user equipment
- Ensuring all equipment is tracked within appropriate channels.
- Responsible for checking that ALL hardware/equipment is functional prior to sending out to users as well as when receiving equipment back from users.
- Setting up all user accounts in accordance with correct RBAC.
- Ensuring to escalate to Lead, Employee Service desk if issues prevent from granting access.
- When necessary, provide support to any project from any department when necessary.
- For example, script upload with Guidewire, ensuring user access is accurate for new releases, working with L2 and L3 teams in Platform Engineering to roll out new software or applications solutions (i.e., VPN rollout)
- 3-5 years of experience in a Customer Service & Support role.
- College degree in Computer Science, Engineering or Programming
- Strong communication skills & Interpersonal skills
- Proficient in Time management skills with the ability to multitask as well as differentiate prioritization when needed.
- Strong troubleshooting skills related to computer hardware, software, and access issues.
- Proficient with the latest Microsoft Suite of Business and Cloud applications (Azure, Office 365, Teams, and Active Directory)
- Functional knowledge of Service Now ticketing system
- Ability to work both independently and collaboratively.
- Strong customer service and support acumen
Gore Mutual Insurance is committed to providing accommodations for people with disabilities during all phases of the recruiting process, including the application process. If you require accommodation because of a disability, we will work with you to meet your needs. If you are selected for an interview and require accommodation, please advise the HR representative who will consult with you to determine an appropriate accommodation.
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Job Detail
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Job IdJD2170201
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationCambridge, ON, Canada
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EducationNot mentioned