Desk Side Support Engineer

Desk Side Service Engineer

Hartford, CT I USA

The Deskside Support Engineer is responsible for delivering Information Technology support services to U.S. colleagues in both local and remote offices across the country on internal client computer systems. She/he will: quickly resolve complex and everyday service requests and issues relating to client computer hardware and software problems; provide assistance and follow-up on colleague inquiries; and perform client computer hardware and software installations. The Deskside Support Engineer will be responsible for resolving IT issues and requests and managing colleague expectations. Effective communication, quick resolution, and outstanding customer support will be expected in order to provide the highest colleague experience.

The Desktop Support Engineer is responsible for providing support to office users and onsite visitors. The below responsibilities must be performed at the Hartford, CT AXA XL Office.

DISCOVER your opportunity

Key responsibilities of this role are:

ONSITE SUPPORT SERVICES

• END USER TECHNICAL SUPPORT

• Positively interact with and support users with their technical issues and requests via remote control support, Microsoft Teams calls and onsite desk-side visits, provide onsite Tech Bar support according to our weekly schedule.

• HARDWARE SUPPORT - Unbox, image, configure, test, deploy and troubleshoot desktops / laptops running Windows and common peripherals including multi-function and desktop printers, monitors, and docking stations following all asset management processes and procedures.
• MOBILE DEVICE SUPPORT - Receive, test, and deploy replacement phones. Assist end users with questions and issues that occur during interactions with the Mobile support team.
• SOFTWARE SUPPORT - Assist with support and troubleshoot introduction of new software and deployment as needed. Interact with vendors and provide hands-on support. Assist and train users, when necessary, on common productivity applications including the Microsoft Office 365.
• INFRASTRUCTURE SUPPORT

• Provide Tier-1 support of wired and wireless networking, remote access, VPN, multi-factor authentication, and security Audits. Escalate issues as needed to senior infrastructure Staff.

• AUDIO/VISUAL SUPPORT - Learn and support the audio/visual technology equipment, support onsite video conference meetings as required.
• TEAM PLAYER - Act as a team player onsite supporting colleagues across department, management, and leadership team to fulfill operational service levels, department initiatives and project deliverables.
• VIP SUPPORT

• Provide onsite white glove support, build robust relationships with executives, support staff, and visitors and promptly assist them with their questions, incidents, and service requests.

• HARDWARE DEPLOYMENTS- Image, prepare and ship new hire /replacement equipment ensuring deadlines are met.

• DOCUMENTATION- Prepare and maintain support documents to maintain current knowledge up to date with changes in technology.

• VENDOR SUPPORT- interact with vendors in organizing recycle pickups and printer maintenance.

• Travel is required several times a year to support offices and staff in remote locations.

• Occasional on-site weekend presence may be required to support business requirements.

• Feed demand into the Continuous Service Improvement Plan, and Infrastructure Development demand management process, with suggestions fed through to Infrastructure Support Team Lead.

• Feed requests for Changes to the production estate to the Infrastructure Services Manager, or Infrastructure Development Team Leads.

• Ensure that a knowledge base of past issues encountered is maintained and used (Service Now Knowledge Management).

• Feed into Major Incident Management and Problem Management processes as required.

• Communicate with colleagues in a professional and courteous manner at all times, providing technical support in a customer-focused way.

REMOTE SUPPORT SERVICES - The Deskside Support Engineer will also be responsible to provide remote support services to colleagues for any service requests and issues relating to colleague IT hardware and software.

• Manage colleague expectations remotely using effective communication, quick resolution in keeping with our outstanding customer support services, ensure service levels are maintained and provide highest level of colleague experience.

• Track all requests maintaining ownership of the issue and providing consistent and timely resolutions.

• Troubleshoot and repair any hardware/software issues that can't be resolved by Global Service Desk which includes more complex issues (Laptops, Printers, Telephony, Networks, Remote Access and Core Applications.)

• Receive and work new and existing tickets via Calls, Chats, and Ticket Assignments in Silva

SHARE your talent

We're looking for someone who has these abilities and skills:

• Robust technical knowledge and working experience with Microsoft products including email, Client, Server, Network and Telephony technologies, Mobile Computing, Directory Services, and overall understanding of infrastructure, desktop, and applications technologies and architecture

• Ability to work in a fast paced, high-pressure work environment

• Robust ability to multi-task and work on tasks and projects while being interrupted by users and colleagues requesting support; ability to constantly re-prioritize tasks is a must

• Ensure the Colleague Services organization maintains high colleague satisfaction measured through adherence of SLA's and results of colleague feedback

• HP Desktops / Laptops

• Apple Mac / iPads / iPhones & Smart Phone Technologies

• Cisco IP Phone Systems

• Working knowledge of MDM Solutions (Intune)

• Microsoft Office 365 or higher

• Project, Visio, Access & TEAMS

• Citrix XenApp Suite

• Antivirus Enterprise Solutions

• IT Helpdesk Solutions

• Service Now / Assyst or similar

• Polycom / Cisco VC Solutions

• Crestron AV Systems

• Networking & VPN Concepts

FIND your future

AXA XL, the P&C and specialty risk division of AXA, is known for solving complex risks. For mid-sized companies, multinationals and even some inspirational individuals we don't just provide re/insurance, we reinvent it.

How? By combining a comprehensive and efficient capital platform, data-driven insights, leading technology, and the best talent in an agile and inclusive workspace, empowered to deliver top client service across all our lines of business − property, casualty, professional, financial lines and specialty.

With an innovative and flexible approach to risk solutions, we partner with those who move the world forward.

Learn more at axaxl.com

Inclusion & Diversity

AXA XL is committed to equal employment opportunity and will consider applicants regardless of gender, sexual orientation, age, ethnicity and origins, marital status, religion, disability, or any other protected characteristic.

At AXA XL, we know that an inclusive culture and a diverse workforce enable business growth and are critical to our success. That's why we have made a strategic commitment to attract, develop, advance and retain the most diverse workforce possible, and create an inclusive culture where everyone can bring their full selves to work and can reach their highest potential. It's about helping one another - and our business - to move forward and succeed.

• Five Business Resource Groups focused on gender, LGBTQ+, ethnicity and origins, disability and inclusion with 20 Chapters around the globe

• Robust support for Flexible Working Arrangements

• Enhanced family friendly leave benefits

• Named to the Diversity Best Practices Index

• Signatory to the UK Women in Finance Charter

Learn more at axaxl.com/about-us/inclusion-and-diversity. AXA XL is an Equal Opportunity Employer.

Sustainability

At AXA XL, Sustainability is integral to our business strategy. In an ever-changing world, AXA XL protects what matters most for our clients and communities. We know that sustainability is at the root of a more resilient future. Our 2023-26 Sustainability strategy, called "Roots of resilience," focuses on protecting natural ecosystems, addressing climate change, and embedding sustainable practices across our operations.

Our Pillars:

• Valuing nature: How we impact nature affects how nature impacts us. Resilient ecosystems - the foundation of a sustainable planet and society - are essential to our future. We're committed to protecting and restoring nature - from mangrove forests to the bees in our backyard - by increasing biodiversity awareness and inspiring clients and colleagues to put nature at the heart of their plans.

• Addressing climate change: The effects of a changing climate are far reaching and significant. Unpredictable weather, increasing temperatures, and rising sea levels cause both social inequalities and environmental disruption. We're building a net zero strategy, developing insurance products and services, and mobilizing to advance thought leadership and investment in societal-led solutions.

• Integrating ESG: All companies have a role to play in building a more resilient future. Incorporating ESG considerations into our internal processes and practices builds resilience from the roots of our business. We're training our colleagues, engaging our external partners, and evolving our sustainability governance and reporting.

• AXA Hearts in Action: We have established volunteering and charitable giving programs to help colleagues support causes that matter most to them, known as AXA XL's "Hearts in Action" programs. These include our Matching Gifts program, Volunteering Leave, and our annual volunteering day - the Global Day of Giving.

For more information, please see Sustainability at AXA XL.

The U.S. pay range for this position is $46,500 - $83,000. Actual pay will be determined based upon the individual's skills, experience, and location. We strive for market alignment and internal equity with our colleagues' pay.

At AXA XL, we know how important physical, mental, and financial health are to our employees, which is why we are proud to offer benefits such as a competitive retirement savings plan, health and wellness programs, and many other benefits. We also believe in fostering our colleagues' development and offer a wide range of learning opportunities for colleagues to hone their professional skills and to position themselves for the next step of their careers. For more details about AXA XL's benefits offerings, please visit US-Benefits-at-a-Glance_2023_US.pdf (myaxaxlbenefits.com).