Senior IT Support Analyst

Senior IT Support Specialist

RGA is a purpose-driven organization working to solve today's challenges through innovation and collaboration. A Fortune 500 Company and listed among its World's Most Admired Companies, we're the only global reinsurance company to focus primarily on life- and health-related solutions. Join our multinational team of intelligent, motivated, and collaborative people, and help us make financial protection accessible to all.

Under minimal supervision, acts as a senior level support resource providing first and second-tier support for all levels of regional IT incidents and requests from associates via phone, email, and remote connection to resolve routine problems regarding hardware, software, and peripherals. Uses detailed knowledge of the RGA infrastructure environment to effectively deliver IT and business requirements. Attempts to resolve as many requests as possible during first contact, determines urgency of needs, prioritizes, and responds to support requests by taking corrective action or routing requests to appropriate IT specialists. Provides customer-oriented follow-up in a courteous, efficient and timely manner. Records, dispatches and closes service requests using Service Now software. Is a key role in internal change management, purchasing and communications procedures. Reliably understands, clarifies and executes assigned tasks and activities raised by international specialist IT teams, acting as integrated part of the global team.

What you will do:

• Respond to escalated service requests from support center associates and other team specialists, working to identify, troubleshoot and resolve routine operator problems and makes or coordinates repairs.
• Responsible for first and second level support and appropriate follow up on IT systems in the region including PC's, printers, servers, and related IT hardware and software.
• Clearly document and effectively prioritize client requests into RGA ticket management software.
• Responsible for coordinating support of office building related IT issues such as network room power, UPS, HVAC, telephony and collaborative tools such as video conferencing.
• Provide first level troubleshooting for VoIP phone and network communications.
• Act as technical escalation for other regional support staff.
• Clearly identify, isolate, document, and define problems; resolve them in a timely manner when able, and escalate them to the appropriate team/owner according to SLA processes.
• Own smaller regional projects or assigned project tasks for global projects.
• Complete required project activities, delegate tasks to other regional technical associates as appropriate and deliver projects/tasks to requirements.
• Install software, desktop/laptops systems and peripherals.

Qualifications:

• Post-secondary education graduate or relevant experience.
• Knowledge of Windows server environment administration (AD, Exchange).
• Proven understanding of a wide range of end user computing technical requirements, hardware knowledge and troubleshooting, as well as proven ability in handling project related tasks. Strong analytical and problem-solving skills.
• Ability to work efficiently as part of a global team environment.
• Ability to work well independently and be proactive with task and time management.
• Ability to diagnose software and hardware problems.
• Effective oral and written communication skills. Effectively manage relationships with all levels of internal stakeholders.
• Project management experience highly regarded preferred.
• 4+ years of technology/desktop support experience. Extensive knowledge of Windows desktop environment.
• Fluent English Language skills both spoken and written.
• Proficient with Windows desktop environment (Win 11 and Microsoft Office). Knowledge in Mac is preferred.
• Proficient with Basic TCP/IP networking, Windows Terminal Server end user support, mobile device support - iPhone, printer technologies, video conference and meeting room technology, and Dell workstation hardware.
• Strong telephone and customer service skills. A+ and networking skills is preferred.

What you can expect from RGA:

• Gain valuable knowledge from and experience with diverse, caring colleagues around the world.
• Enjoy a respectful, welcoming environment that fosters individuality and encourages pioneering thought.
• Join the bright and creative minds of RGA, and experience vast, endless career potential.