Technical Support Analyst I

3 months ago

Vancouver, Canada Family Insurance Solutions Full time

**Job Type **Regular Full-Time

**Remote Type **Hybrid

**Location **Vancouver, Canada

**Love What You Do**
Family is part of Definity, a Canadian, multi-channel, property, and casualty insurance company whose success is founded on our family of companies’ long history of delivering a superior experience for those who count on us. We’re proud to help our customers, broker partners, employees, and communities adapt and thrive in a world of constant change. Our success in transforming into a digital leader in our industry is driven by a talented and engaged team with a passion for innovation and high performance.

Our ambition is to be one of Canada’s leading and most innovative P&C insurers. Come be a part of our journey, and love what you do.

Family offers a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Leaders partner with their teams to find the right balance of on-site and remote work that best meets the needs of their teams, colleagues, brokers, and customers while ensuring collaboration, teamwork, and accountability for goals.

**What can you expect in this role?**
Reporting directly to the Manager, Technology, the Technical Support Analyst I position is responsible for the Family Helpdesk. This is a full-time permanent position working 9-hour shifts (7 am to 4:30 pm), on a monthly rotating 4-day-a-week schedule (shift 1: Friday to Monday, shift 2: Tuesday to Friday, shift 3: Friday to Monday). In addition, the incumbent must be available to work overtime, evenings and weekends as required.

**Responsibilities**
- Provide Tier I-II technical support for internal and external business users who utilize Family’s systems.
- When required, participate in planning and performance management activities ensuring the system platforms meet service levels defined by the organization.
- Managing system changes and tools. This includes installing, activating, verifying, performing change back-out and recovery.
- Helping with backup monitoring and rotation.
- Basic administration of Family’s Microsoft technologies, Network, and infrastructure. Must create and maintain documentation of systems and networks.
- Perform preventative maintenance activities on all systems. i.e., patching and upgrading.
- Assisting in testing and maintenance of the IT disaster recovery procedures.
- Setting up new users, procuring new hardware and completing daily checks on all systems.
- Basic Database administration of MS SQL Server.
- Other duties as required.

**Technical Skillsets**
- Good knowledge of Microsoft Window Server/Desktop Operating Systems
- Good knowledge of Virtualization technologies
- Good knowledge of Microsoft Office 365
- Good knowledge of Mitel phone system (Formerly Shoretel)
- Knowledge of Microsoft SQL Server is an asset but not required.

**Job Requirements**
- Technical school degree or equivalent.
- Microsoft certification is preferred, but not required based on level of experience.
- 1-3 years of experience in a technical support environment.
- Good knowledge of Network Infrastructure, TCP/IP, DHCP, DNS etc.
- A good understanding of the business, industry and technical trends is an important asset.
- Familiarity with switches and routers
- Previous experience with customer phone support is required.
- Ability to analyze problems, develop and simplify procedures and find innovative solutions.
- Must be a self-starter and be able to prioritize regularly scheduled service activities along with urgent, often unscheduled, support requests with a high level of responsiveness.
- Motivated and proven ability to work both independently and in a team environment.
- Excellent verbal communication and written skills.
- Excellent customer service skills
- Ability to work under pressure and meet deadlines.

**Go ahead and expect a lot — you deserve it, and we’ve got it**:

- Hybrid work schedule for most roles
- Company share ownership program
- Retirement savings program with company-matched RRSP contributions
- Generous time away, including vacation, personal leave, and birthday leave.
- Paid volunteer days and company matching on charitable donations.
- Competitive salary and benefits, including educational resources, tuition assistance, and paid time off to study for exams.
- Focus on inclusion with employee groups, access to BIPOC counsellors, and access to programs for working parents.
- Wellness and recognition programs
- Discounts on products and services

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