Tech Support Agent

We deliver our customers peace of mind every day by helping them protect what they value most. Our passion for placing the customer at the center of everything we do is driving a transformational shift at Liberty Mutual. Operating as a tech startup within a Fortune 100 company, we are leading a digital disruption that will redefine how people experience insurance.

Liberty Mutual Insurance Information Technology is actively searching for an experienced User Support Center Agent.  In this role you will be responsible for interpreting, evaluating, and resolving incoming requests via the telephone, email, and web, and supporting network and e-mail connectivity, computer operating systems, hardware and software applications, internally developed applications, mainframe, and midrange operations.  In addition, you will analyze inquiries and determine appropriate technical resolution or escalation, alert management and team members when a major problem is suspected, follow up on specific inquiries or requests to ensure client satisfaction, and provide input on procedures and make suggestions for improvements.

Most importantly, you'll be engaged in meaningful work for an organization that is committed to "helping people live safer, more secure lives" every day.

Selected candidate is required to report in Miami, FL office. 

Responsibilities:

• Utilizing the ITIL ITSM standard, tracks tickets submitted to the Liberty Mutual Global Service Desk. Analyzes moderate to high complexity application issues using intermediate knowledge of industry, business operations, business products, business process, data, architecture, vendor integration, and application connectivity. Acts as the subject matter expert for local technology needs and acts as advocate for the Liberty Specialty Markets organization
• Utilizes superior communication and technical troubleshooting skills to provide an exceptional customer experience
• Point of contact for all technical incidents and requests including:
  • Break/fix incidents
  • End user hardware/software requests
  • New hire onboarding and terminations
  • Meeting rooms, printers & mobile devices
  • Access provisioning
• Logs, tracks and resolves all incidents, requests and work orders within the defined SLAs
• Proactively provides updates to customers on all outstanding tickets as per defined SLAs
• Collaborates with global service desk level 2 and 3 IT support staff to drive resolution to issues
• Physical setting up of computers, mobile devices and software system installation for various computer applications and programs
• Coordinates third-party support when necessary
• Identifies recurring incidents and utilizes problem solving skills to assist in the root cause analysis and permanent resolution
• Participates in project work as required
• Training staff and orienting them on how to use computer hardware and software systems
• Create and update knowledge articles
• Completes hardware ordering and invoice processing as required as well as end user equipment inventory management
• Maintaining other computer peripheral devices such as printers and solving printing problems if they arise
• Responsible asset management of our inventory, repair and imaging of laptops
• Assists the Facilities team as requires.

• Experience with incident ticketing systems, workstation management systems and desktop imaging.
• Knowledge of Microsoft Active Directory, Exchange and SQL Server.
• Bachelor’s degree in Technical or Business discipline preferred, at least three years’ experience in IT or related field or an equivalent combination of education and work experience.
• Requires strong analytical and communication skills, sound judgment, and the ability to work effectively with client and IT staff.
• Strong customer service skills.
• Technical aptitude with strong PC literacy skills.
• Proficiency with Windows Operating Systems. Basic knowledge of a LAN WAN environment.
• Strong problem-solving skills and decision-making ability.
• Strong enthusiasm and desire to learn.
• Work well in a team environment.
• Strong written and verbal communication skills.
• Ability to learn and apply technical information in a fast paced, demanding work environment.
• Effective listening skills. Ability to follow policies and procedures; attention to detail.
• Self-motivation and organization.
• Ability to work independently and to assist team members in resolving customer problems.
• Ability to follow and communicate policies and procedures.
• Strong technical and or leadership aptitude.
• Ability to learn and apply new technical information.