Technology Support (Contract)

“I can succeed as a Technology Support” and “I am the person Capital Group is looking for.”

Role summary: Under general supervision, provides virtual and/or in-person end user support for Capital Group's (CG) technology. Participates in the efficient operation of all technology systems with a focus on providing effective, efficient, and proactive support. Responsible for analyzing, diagnosing, and resolving simple to medium complex technology issues utilizing knowledge, dashboards, proactive alerts, reporting, and ticket assignment. Escalates unresolved issues to more senior team members, and responsible for improving knowledge and troubleshooting processes to enhance service efficiency. The contract period may be extended for up to three years upon mutual agreement, provided that the initial term is at least one month.

Primary Responsibilities/Essential Functions:

• Communicates technical issues and solutions clearly, with a focus on providing an exceptional end user experience. This includes training users on how to properly use CG provided hardware and software.
• Engages in the Incident and Request processes at the mid-career level, aligned to providing differentiated support at all levels. Responsibilities include setting up, configuring, and providing operational support for all technologies supported by Technology Support Services, adhering to policies, established troubleshooting techniques, and best practices from knowledge base articles. Additionally, assists more experienced team members with troubleshooting and identification of common issues.
• Responsible for resolution of more complex technical issues assigned, through user walk-ups or over the phone, ensuring quick resolution in accordance with established service levels. Acts as an escalation point for level 1 support associates. Ensures unresolved issues are escalated quickly in order to provide an optimal customer experience.  Regularly reviews tickets, dashboards, and alerts to expand technical knowledge, working with more senior team members to deepen technical acumen.
• Tracks all work, ensuring tickets are created, documentation of all actions taken and solutions provided in ticket notes, referencing relevant knowledge base articles. Maintains proper ticket hygiene by keeping records clear and detailed, and facilitates seamless escalation to more experienced technology support team members for issues that cannot be resolved. Take appropriate action on ticket QA feedback.
• Assists in the creation and maintenance of technology SOP's, end user knowledge and technical knowledge base articles.
• Understands and utilizes automation to quickly resolve issues. Works with more senior team members to recommend and build automation and monitoring.
• Adheres to all equipment deployment procedures and keeps precise records of technology equipment in the inventory tracking system, ensuring compliance with asset management policies throughout all lifecycle stages. May participate/coordinate hardware salvage. coordinates with MSP team to perform general preventative maintenance on desktop PCs, laptops, printers, and other authorized hardware.
• Participates in projects focusing on collaboration, cooperation, and tracking and transparency of deliverables.
• Provides basic to more complicated AV and meetings support, where applicable
• Partners with the Smart Hands technicians to provide technical support in locations where the team does not have a physical presence, ensuring timely and effective resolution of technical issues.
• Provides technical support to virtual and/or in-person business events, in coordination with more senior team members, with a focus on ensuring a seamless technology experience for all participants.
• Actively participates in team meetings and trainings, stays current on evolving technologies and end user support practices.
• Performs additional responsibilities as assigned.

Skills / Qualifications

• Proficient knowledge of various operating systems, including Windows, macOS, mobile and tablet with the ability to build, configure and troubleshoot these systems. Basic to proficient understanding of CG's hardware, software, and applications with the ability to solve intermediate end user issues remotely and in-person following knowledge and standard processes. Basic knowledge of CG's network configuration with the understanding of the impact to end user technology. Proficient level troubleshooting skills
• Skilled in utilizing various support tools, including but not limited to remote desktop assistance, diagnostic software, IT service management (ITSM), digital user experience, and automation tools.
• Strong analytical and problem-solving skills, with the ability to handle a variety of tasks simultaneously and adapt to changing technologies and processes.
• Foundational to proficient understanding of cybersecurity principles and practices, including antivirus software, firewalls, and encryption and how they impact hardware and applications.
• Strong verbal communication skills, including the ability to actively listen, articulate technical solutions clearly and concisely, with the ability to maintain a professional and empathetic tone.
• Ability to collaborate effectively within Technology Support Services and escalate issues when necessary. Able to prioritize and manage time effectively in a fast-paced environment.
• Demonstrate a commitment to continuous improvement by analyzing dashboards, participating in training sessions, and identifying for enhancement and team development. Stay up to date with industry best practices.
• Possess strong verbal and written communication skills to effectively address customer needs and ensure a positive, customer-centric experience.

Scope Of Impact

• Work impacts the specific tasks to which they are assigned and may have an elevated urgency or broader business impact.
• Works on tickets and projects that are simple to moderate in complexity and impact.
• Learns from more senior technical support technicians to broaden skillset. May help train new associates to the team.
• Follows standard practices and procedures.
• Work priorities are mostly determined by more senior associates (i.e., tickets and projects assigned, day-to-day guidance). Exercises some independence on how to complete the work.
• Seeks guidance from more senior associates (as needed) on outcomes.

Working Conditions:

• N/A — this role doesn’t require any environmental conditions inherent to the job that would be considered outside of a normal office environment

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In addition to a highly competitive base salary, per plan guidelines, restrictions and vesting requirements, you also will be eligible for an individual annual performance bonus, plus Capital’s annual profitability bonus plus a retirement plan where Capital contributes 15% of your eligible earnings.

You can learn more about our compensation and benefits here.

* Temporary positions in Canada and the United States are excluded from the above mentioned compensation and benefit plans.

We are an equal opportunity employer, which means we comply with all federal, state and local laws that prohibit discrimination when making all decisions about employment. As equal opportunity employers, our policies prohibit unlawful discrimination on the basis of race, religion, color, national origin, ancestry, sex (including gender and gender identity), pregnancy, childbirth and related medical conditions, age, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, citizenship status, AIDS/HIV status, political activities or affiliations, military or veteran status, status as a victim of domestic violence, assault or stalking or any other characteristic protected by federal, state or local law.