Position Summary
The Technical Support Technician is responsible for providing technical support to internal and external users, addressing software, hardware, and connectivity issues through various channels. The role diagnoses and troubleshoots technical problems, conducts assessments and resolutions for tier 1 and tier 2 incidents. They document solutions, manage IT inventory, handle warranty processes of IT equipment and collaborate with other IT teams to enhance overall efficiency.
What will your job entail?
Job Responsibilities
- Provides necessary support to integrate and test computer environment systems
- Problem Solving with both a logical and creative approach – Able to identify, analyze, and solution through day-to-day technology problems applying logic and pragmaticism with a creative lens for innovation.
- Organization and prioritization ability – able to recognize time sensitivity and adapt accordingly without jeopardizing projects due to a focus on task organization.
- Customer-service oriented – approaching people with a professional and empathetic desire to help.
- Time management and flexibility – able to shift and adjust daily activities according to business needs without “dropping a ball” and able to flex a schedule for emergencies sometimes at windows outside normal office hours.
- Collaboration and a spirit of Camaraderie
- Provides technical support by phone, chat, email, and web ticketing interfaces to internal and external users on software, hardware, and connectivity issues promptly and effectively.
- Diagnoses and troubleshoots technical problems related to personal computers, printers, software applications, and network connectivity, ensuring swift resolution to minimize downtime.
- Managing cloud-based infrastructure, including virtual machines, storage solutions, and networking components. Ensure the infrastructure is optimized for the cloud and it meets the organization’s requirements.
- Monitor the performance of cloud infrastructure, diagnosing and troubleshooting issues utilizing basic scripting and PowerShell knowledge to make necessary changes to optimize not only cloud system performance but enhance and streamline workflows and automations within the environment.
- Work closely with others in the IT department to collaborate on projects to release new updates, automate, streamline, and perform more advanced coding and development operations.
- Report, triage, escalate, and resolve technical support issues within the virtual machine and cloud environment, but also assisting with support on general Technology equipment and issues.
- Identify and document or update SOPs to keep appropriate support documentation on processes, systems, and user guides for better communication and team efficiency
- Educates end-users on basic security practices and policies, ensuring awareness and compliance with security measures to protect sensitive data.
- Administers an inventory of hardware and software assets within the organization, tracking equipment and licenses to ensure compliance.
- Handles the repair process for all devices under warranty and prepares IT assets for transportation in line with IT and InfoSec policies.
- Collaborates with other IT teams, such as network administrators and systems engineers, to address complex technical issues and contribute to the overall efficiency of IT operations.
Work Experience And Education
- Bachelor’s degree or equivalent professional or educational experience
- Scripting experience / Basic programming skills
- VMWare Experience: vSphere, vCenter, Horizon View
- Experience and/or exposure to cloud-based platform solutions, preferably Azure
- Knowledge and technical experience with Microsoft Windows Desktop and applications (O365) as well as Microsoft Windows Servers applications (SQL, SCCM, AD)
- Working knowledge of network services such as DHCP, DNS, NTP, SMB, SAML – CompTIA Net+ Certification or equivalent highly preferred.
Licenses & Certifications
- Cisco Certified Technician (CCT) or CompTIA A+ is preferred.
Ryan Specialty is an Equal Opportunity Employer. We are committed to building and sustaining a diverse workforce throughout the organization. Our vision is an inclusive and equitable workplace where all employees are valued for and evaluated on their performance and contributions. Differences in race, creed, color, religious beliefs, physical or mental capabilities, gender identity or expression, sexual orientation, and many other characteristics bring together varied perspectives and add value to the service we provide our clients, trading partners, and communities. This policy extends to all aspects of our employment practices, including but not limited to, recruiting, hiring, discipline, firing, promoting, transferring, compensation, benefits, training, leaves of absence, and other terms, conditions, and benefits of employment.
How We Support Our Teammates
Ryan Specialty seeks to offer our employees a comprehensive and best-in-class benefits package that helps them — and their family members — achieve their physical, financial, and emotional well-being goals. In addition to paid time off for company holidays, vacation, sick and personal days, Ryan offers paid parental leave, mental health services and more.
The target hourly rate range for this position is $26.00 - $33.65 per hour.
The wage range for this role considers many factors, such as training, transferable skills, work experience, licensure and certification, business needs, and market demands. The pay range is subject to change and may be modified in the future. Full-time roles are eligible for bonuses and benefits. For additional information on Ryan Specialty Total Rewards, visit our website https://benefits.ryansg.com/.
We provide individuals with disabilities reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment in accordance with applicable law. Please contact us to request an accommodation at HR@Ryansg.com
The above is intended to describe this job's general requirements. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
