Ryan Specialty
Technical Support Technician
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Position Summary
The Technical Support Technician is responsible for providing technical support to internal and external users, addressing software, hardware, and connectivity issues through various channels. The role diagnoses and troubleshoots technical problems, conducts assessments and resolutions for tier 1 and tier 2 incidents. They document solutions, manage IT inventory, handle warranty processes of IT equipment and collaborate with other IT teams to enhance overall efficiency.
Location:
London - UK - Fenchurch
What will your job entail?
Job Responsibilities:
- Provides necessary support to integrate and test computer environment systems.
- Installs, configures, and supports hardware that requires any physical adjustments, diagnosis problems in wiring, cabling and other hardware issues and helps with commission and decommission of hardware.
- Provides technical support by phone, chat, email, and web ticketing interfaces to internal and external users on software, hardware, and connectivity issues promptly and effectively.
- Diagnoses and troubleshoots technical problems related to personal computers, printers, software applications, and network connectivity, ensuring swift resolution to minimize downtime.
- Conducts initial assessment, triage, research, and resolution of tier 1 and tier 2 incidents and requests related to utilization of application software, hardware, and/or infrastructure components.
- Document resolutions in the ticketing system including customer communications, problem analysis, troubleshooting performed and resolution, and ensures proper closure of issues.
- Supports continuous enhancement of customer service experience and increasing first call resolution.
- Provides remote technical support for off-site employees, utilizing remote desktop tools and communication channels to troubleshoot and resolve issues efficiently.
- Educates end-users on basic security practices and policies, ensuring awareness and compliance with security measures to protect sensitive data.
- Administers an inventory of hardware and software assets within the organization, tracking equipment and licenses to ensure compliance.
- Handles the repair process for all devices under warranty and prepares IT assets for transportation in line with IT and InfoSec policies.
- Collaborates with other IT teams, such as network administrators and systems engineers, to address complex technical issues and contribute to the overall efficiency of IT operations.
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Work Experience and Education:
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- Bachelor’s degree in Computer Science or a related field with 6 months to a year of related experience.
Licenses & Certifications:
- Cisco Certified Technician (CCT) or CompTIA A+ is preferred.
Disclaimer
Ryan Specialty is an Equal Opportunity Employer. We are committed to building and sustaining a diverse workforce throughout the organization. Our vision is an inclusive and equitable workplace where all employees are valued for and evaluated on their performance and contributions. Differences in race, creed, color, religious beliefs, physical or mental capabilities, gender identity or expression, sexual orientation, and many other characteristics bring together varied perspectives and add value to the service we provide our clients, trading partners, and communities. This policy extends to all aspects of our employment practices, including but not limited to, recruiting, hiring, discipline, firing, promoting, transferring, compensation, benefits, training, leaves of absence, and other terms, conditions, and benefits of employment.
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