Technical Support
at Pyramid Consulting, Inc

Date Posted: 5/26/2019

Job Description

Immediate need for a talented Technical Support with experience in the Insurance Industry.This is a 12+ Months Contract opportunity with long-term potential and is located in Glendale, CA. Please review the job description below.
Job ID: 19-14385

Key Responsibilities:
  • Provide technical and “how-to” business support to NYL custom online application - eApp online and NYLIC University Online.
  • Provide technical support & troubleshooting for NYL required Full Disk Encryption solution and for local Agent PC software installation. Including Bitlocker support.
  • Provide technical support for diverse computer configurations for a “Bring Your Own Device” (BYOD) support audience of agents (e.g. Lenovo, Client, Toshiba, Client, ASUS, Microsoft, Apple .)
  • Provide technical support for various multiple mobile device types (e.g. Apple iPhone & iPad, Samsung, HTC Droid Smartphone’s & tablets, Blackberry).
  • Provide technical Support in wired & wireless internet connectivity using Internet Browsers.
  • Provide ad hoc training for NYL Agency Portal Applications to agent offices upon request (e.g. Sales Central, NYLIS, Viewers, Outlook).
  • Technical expertise in working with Windows 7, 8, 10, MS Office, Alternate E-Mail Clients.
  • Technical expertise for windows peer-to-peer networking including configuration of TCP/IP shares.
  • Spyware and Virus problem resolution & troubleshooting skills.
  • Information gathering and statistical analysis.
  • Excellent problem determination skills and ability to identify key issues/relationships.
  • Ability to develop and institute problem resolutions as needed.
  • Ability to work with Help Desk to ensure timely problem resolution.
  • Ability to be a decision maker, review problems and escalate accordingly to the Help Desk.
  • Positive customer service attitude.
  • High level of maturity and sense of responsibility and urgency.
  • Must be able to work independently and with the Agent Help Desk for support.
  • Provide efficient, effective & courteous customer support to NYL agents via phone, In Person & remote access.
  • Ability to analyze call/problem trending and report results to the Agent Help Desk.
  • Effect process change and manage team procedural communication content in a clear manner.
  • Typical candidates will possess 5+ years of experience in a technical deskside support role.
  • Experience with following process defined by the Help Desk.
  • Experience with ensuring reported problems are handling quickly and efficiently.
  • Experience with using systems tools to resolve computer problems.
  • Experience working within a technology support organization within a business environment.
Key Requirements and Technology Experience:
  • Technical expertise in Microsoft Exchange.
  • Exchange setup in Outlook.
  • Exchange setup in Mobile Devices.
  • Advanced Outlook Client sharing management.
  • Manage MS Outlook profile.
  • Troubleshoot MS Exchange.
  • OWA Access.
  • Effective analytical and problem-solving skills.
  • Highly proficient in handling computer boot issues, formatting computers and handling virus / malware problems.
  • Proficient in Microsoft Office Suite applications.
  • Strong customer service focus; is always seen by customers as professional and helpful.
  • Strong written and verbal communication skills with the ability to clearly and concisely document calls and resolutions.
  • Possesses knowledge of desktop hardware and software and able to address issues by following established procedures.
  • Possesses expertise in desktop hardware and software and the ability to resolve customer issues.
  • Courteous and tactful always with customers and IT colleagues.
  • Effectively probes customers to determine the actual nature, or underlying cause, of a user problem.
  • Position requires a strong orientation towards customer service.
  • Comfortable in a continual dialogue with customers that may be vague, confusing, and/or stressful at.
Our client is a leading Insurance Industry and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.

Job Snapshot

About Us

At Pyramid, we get I.T. And we get You. Information Technology has grown into every area of business, and you are ready to grow your career along with it. You take your career seriously, and need a partner who does too.

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