Travel Insured International (TII), a Crum & Forster Company, is a leader in the travel insurance industry. We seek a motivated technical support "fixer," who provides exceptional, professional customer service within a fast-paced, innovative organization. Join an amazing IT Tech Ops Team that defies challenges and delivers first-rate solutions for all matters desktop, network, and telephony.
TII measures success by the outstanding quality of service we deliver to our customers. Our goals are achieved thanks to exceptional management and a remarkable team of dedicated employees who work together daily to make TII a great place to work and a great company with whom our loyal customers do business. Consistently voted a "Best Places to Work CT!" Company. TII. Exceptional benefits. EOE.
Principal Duties & Responsibilities:
Works under immediate supervision of the Director of Technology Operations.
Responsible for exceptional first- and second-level support for all help desk issues; serve as initial advisor for resolution; escalate problems, as required
Deliver timely, exceptional remote assistance to end users, onsite and remote, for moderately complex desktop, network, software, and telephony issues
Participate in after-hours on-call rotation
Evaluate, diagnose, research, analyze and provide solutions to problems encountered
Utilize service desk software to record, track, and document the service desk request problem-solving process from initiation through action steps and final resolution
Apply diagnostic utilities to aid in troubleshooting (e.g., access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet) to aid in problem resolution
Provide technical support for installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
Install anti-virus software and ensure virus definitions are up-to-date
Perform preventative maintenance, including checking and cleaning of servers, end user devices, and other IT equipment
Test resolutions to ensure problem has been appropriately fixed
Perform post-resolution follow ups with end user and team members to ensure 100% customer satisfaction
Remain current on industry and job-related trends and best practices by reading relevant publications, articles, blogs, etc.; develop knowledge base articles and FAQ lists for end users
Evaluate documented resolutions and analyze trends for ways to prevent future problems
Alert management to emerging trends in incidents
Assist in software releases and roll-outs according to change management best practices
Adhere to site audit responsibility policies and procedures
Minimum of 2 years' experience with IT Support, 1 year of Help Desk Support required.
Working knowledge of advanced computer hardware, including desktops, laptops, smartphones, and networking equipment
Experience with Microsoft Operating Systems, Office 365
Extensive application support experience with Microsoft Office and other Business applications.
Working knowledge of a range of software and hardware diagnostic tools.
Experience working with service desk best practices.
Exceptional written, verbal, and listening skills.
Exceptional interpersonal skills, with a focus on rapport-building, collaboration, and cross-team communication
Strong documentation skills
Knowledge of telephony and VOIP technology is a plus.
Crum & Forster Holdings Corp.