Job Description

Senior Support Analyst
Job Number: 19-05573
Kick start your career in Financial Services. Eclaro is looking for a Senior Support Analyst for our client in Charlotte, NC.
Eclaro’s client is one of the largest Insurance Brokerage and Consulting Firms in the United States. If you’re up to the challenge, then take a chance at this rewarding opportunity!

Position Overview:
  • The role will assist Company Associates who are experiencing any procedural or operating difficulty with the use of technology applications, products, or services specific to offices within their region
  • This individual will work with Regional Engineers, Managers and Directors to resolve issues that escalate from the Help Desk
  • The Senior Regional Support Technician will assist support staff with advanced issues and document solutions for future reference
  • Manage Regional Support ticket queue and assign tickets to regional support, engineers or managers
  • Train new support staff on procedural aspects of ticketing system
  • Effectively, professionally, and respectfully represents other Technology staff members, teams, and their services to the offices
  • Provide advanced desktop support for all Technology products and services
  • Support may include answering questions, troubleshooting problems, teaching or instructing Company Associates regarding software or hardware functionality, and communicating policy where appropriate
  • Work with Support Analysts to determine the most effective manner to resolve user's advanced technical issue
  • Engages in research and in-depth troubleshooting to resolve technical issues
  • Consults with Regional Engineers and Managers
  • Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up
  • Based on issue resolution, creates knowledgebase documentation to assist in faster resolution in the event similar issues arise
  • Works on Regional related projects as assigned by supervisor
  • This role will require traveling including onsite visits to offices within the designated region
Required Experience:
  • 3+ years of experience working for a corporate level help desk or systems administration
  • In-depth knowledge of today's hardware including PC components, copiers, scanners and major mobile devices running iOS and Android
  • Strong working knowledge of software including Windows 7, Windows 10, Adobe Acrobat, MS Office, copier software solutions such as Fiery, Paperwise and PaperCut
  • Experience with Windows domain environments including Password resets, working with groups, DHCP, DNS and Group Policy
  • Knowledge of Windows file systems and folder permissions
  • Basic Network troubleshooting, or equivalent training
  • Experience with cloud based file sharing platforms preferred
  • Good organizational and planning skills, with a proven ability to manage time well in a fast-paced, ever-changing, team-oriented environment
  • Must be able to learn and support new and fast-changing technologies
  • Excellent interpersonal skills
  • Good work habits under pressure
  • High energy level and self-motivated and highly detail oriented
  • Must have a good command of the English language in order to provide effective phone, desk-side, and email support
  • Ability to travel
  • College degree in a technical field or equivalent experience
Required Skills:
  • Communication Skills:
    • Requires handling confidential information in an appropriate manner
    • Interactions with Company Associates must be handled with diplomacy and tact
    • Must be able to gauge the user's technical ability and communicate with them in appropriate technical or non-technical language in a non-condescending manner
  • Decision making/judgement:
    • Involves projects and/or assignments requiring considerable decision-making authority regarding procedures, plans, and schedules
    • Although problem-solving guidelines may exist for particular problems, situations where procedures or instructions may need to be developed and documented
    • The incumbent will work either on his or her own or with the larger technology team to resolve the issue and document the solution
If hired, you will enjoy the following Eclaro Benefits:
  • 401k Retirement Savings Plan administered by Merrill Lynch
  • Commuter Check Pretax Commuter Benefits
  • Eligibility to purchase Medical, Dental & Vision Insurance through Eclaro 

If interested, you may contact:
Marjorie Briones
Marjorie Briones | LinkedIn

Equal Opportunity Employer: Eclaro values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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