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Axis End User Support Specialist in New York, New York

This is your opportunity to join AXIS Capital – a trusted global provider of specialty lines insurance and reinsurance. We stand apart for our outstanding client service, intelligent risk taking and superior risk adjusted returns for our shareholders. We also proudly maintain an entrepreneurial, disciplined and ethical corporate culture. As a member of AXIS, you join a team that is among the best in the industry.

At AXIS, we believe that we are only as strong as our people. We strive to create an inclusive and welcoming culture where employees of all backgrounds and from all walks of life feel comfortable and empowered to be themselves. This means that we bring our whole selves to work.

All qualified applicants will receive consideration for employment without regard to race, color, religion or creed, sex, pregnancy, sexual orientation, gender identity or expression, national origin or ancestry, citizenship, physical or mental disability, age, marital status, civil union status, family or parental status, or any other characteristic protected by law. Accommodation is available upon request for candidates taking part in the selection process.

The End User Support Specialist will onsite and be responsible for: ensuring that business partners are receiving the technology support needed in order to maximize their productivity through AXIS’ Global Infrastructure Support and Services organization and the Infrastructure supplier, regardless of whether working on-site or remotely. This position will work closely with all Infrastructure organizations responsible for providing the underlying capabilities deployed and ensure that the highest levels of support are being provided to End Users of these services. The delivery of this service offering will be carried out by a select number of End User Services personnel that continually demonstrate a superior service orientation, ability to effectively interface with business people, broad yet deep understanding of the technologies used and proven troubleshooting skills. The support provided will include conducting periodic assessments of current technology solutions used to ensure users are functioning properly, have had the appropriate maintenance applied and training on how to best leverage the technologies provided. Through the strong partnerships that are expected to be formed, they will perform needs analysis to identify evolving business requirements of the business user audience that can be fulfilled by technology and work with the broader Infrastructure and maintenance leadership team to develop and deliver the level of support and capabilities needed.

RESPONSIBILITIES:

  • Ensure that the end user support being provided to business partners is meeting established service level commitments and End User Satisfaction

  • Maintain AXIS wide insights into the End User experience and assume over all accountability for driving issues through resolution

  • Review all performance data available for this audience and where deficiencies are identified ensure the appropriate corrective actions are being pursued in a timely manner

  • Regularly communicate with End Users improvements and changes that are taking place including ways in which the technology that is available can be fully utilized to drive greater levels of productivity

  • Resolve technology issues encountered by users a timely manner and ensure systemic issues identified are escalated and remediated to prevent future occurrences

  • Influence the broader technology community to drive required improvements in the support and services being offered to business users

  • Serve as a first point of contact to raise concerns and take end-to-end ownership of resolving the issues reported and fulfilling requests received

  • Aggressively manage requests raised through to completion and track response and resolution times

  • Adhere to a service-oriented culture

DESIRED EXPERIENCE & QUALIFICATIONS:

The successful candidate will possess:

  • 2+ years of experience in end user computing related support roles

  • Proven experience supporting end-users

  • Excellent communication skills

  • Ability to effectively and efficiently influence a broader set of technology groups to address support and technology issues that report to others

  • Experience supporting all major Microsoft platforms including Windows 10, Microsoft Office 365, SharePoint, Exchange and InTune

  • Experience supporting Cisco Webex and Jabber collaboration technologies

  • Experience in supporting iOS mobile devices

  • Ability to operate at a break fix level to diagnose and address common issues that this audience will experience

  • Excellent organizational, time management and crisis management skills

  • Service oriented mindset

TECHNICAL SKILLS:

  • MS Windows 10

  • MS Office 365/2016

  • Good knowledge of Apple products and in particular iPad and iPhone

  • Strong working knowledge of TCP/IP, DNS, DHCP, FTP and HTTP

  • Solid understanding of network environments (Wired and Wireless)

  • Experience in administrative support of Active Directory, Citrix XenApp, Symantec Anti-Virus and VMWare vSphere

  • ITIL Certification

  • Experience with CISCO telephony and Webex

  • Experience with ServiceNow or any similar enterprise Helpdesk application such as Remedy

Rewarding. Challenging. Meaningful.

We are shaping the direction of Insurance and Reinsurance during a critical and exciting time for the industry.

Whether you are a student approaching graduation or a seasoned professional looking for a new environment, AXIS has the right challenges and career opportunities for you. At AXIS, we value each individual and recognize that attracting and retaining the right people is essential to the success of our company.

We offer a comprehensive and competitive benefits package which includes medical plans for employees and their families, health and wellness programs, retirement plans, tuition reimbursement, paid vacation, and much more.

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