MSIG USA continues to grow! 

Company Overview:

MSIG USA is the US-based subsidiary of MS&AD Insurance Group Holdings, Inc., one of the world’s top P&C carriers and a global Class 15 insurer, with A+ ratings and a reach that spans 40+ countries and regions. Leveraging our 350-year heritage, MSIG USA brings the financial strength, expertise, and global footprint to offer commercial insurance solutions that address your business’s unique risks.

Summary/Job Purpose:

Provides IT support to end users on a variety of issues; responds to telephone calls, and other requests for technical support; identifies, researches, and resolves technical problems regarding software and computer equipment; tracks and monitors problems to ensure timely resolution; keeps end users apprised of status of requests.

Essential Functions:

• Designs and implements procedures that are used to support software product installations.
• Creates and troubleshoot issues as submitted to the ticketing system.
• Evaluates existing system configurations and recommends infrastructure changes to improve or enhance performance and maintainability.
• Prepares and reviews technical and programmatic documentation for completeness, accuracy, and traceability
• Facilitates information flow among all teams and business partners.
• Coordinates, supports, and participates in program meetings and reviews.
• Assures that all Production application turnover documents comply with IT Policies, Procedures and Controls prior to promotion to any production environment
• Prioritizes Configuration management work.
• Works according to routines and processes in the area of responsibility for quality, efficiency and security, in accordance with agreed Service Level Agreements (SLA) and/or specific regulations (SOC1).
• Responsible for monitoring and supporting systems at the level that is agreed upon.
• Carries out event and incident localization/resolution/escalation in accordance with given instructions.
• Contributes to problem localization and resolution regarding infrastructure and/or applications.
• Interacts with technical staff from other IT organizations.
• Carries out installation and maintenance of standard products of infrastructure and/or applications in accordance with standardized routines.
• Contributes to input to Service Monitoring and Operations in all aspects regarding Event Management and Incident Management.
• Focuses on optimizing services.
• Ensures services in runtime production meet the given service levels for performance and availability.
• Reports performance, efficiency and capacity measurements to Infrastructure Management, Operations Management and Application functions.
• When required, contribute knowledge within projects, reviews etc.
• Manage multiple tasks simultaneously.
• Troubleshoot hardware and software problems over the phone and to independently solve problems creatively - think 'out of the box'.
• Image and Deploy Laptops/Desktops with Microsoft OS and MSMM approved applications
• Installation of other business approved software on Laptops/Desktops as requested
• Configure and Deploy Iphones as requested
• Recover of Laptop/Desktop files as requested by the business
• Support of other MSMM approved peripherals connected to Desktops/Laptops as requested
• Performs other duties as assigned.

Supervisory Responsibilities:

This position has no supervisory responsibilities.

Qualifications:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Problem Solving - Identifies root causes and resolves problems in a timely manner.
• Teamwork - Balances team and individual responsibilities.
• Judgment - Makes timely and sound decisions.
• Planning/Organizing - Prioritizes and plans work activities.
• Quality - Demonstrates accuracy and thoroughness.
• Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities.
• Innovation - Displays original thinking and creativity
• Customer Service - Demonstrates a positive customer service attitude and skill in oral and written communication

Education and Experience Required: 

Diploma/Degree & Experience

• Bachelor's degree (B. A.) from four-year college or university
• 5+ years hands on experience in an IT Help Desk environment.
• Excellent verbal, written, and interpersonal skills.  Must have the ability to communicate effectively with users at all skill levels.
• Extensive experience maintaining and troubleshooting Windows PCs and environment                                  

Technical Skills Required

• Experience in setup and administration of the following technologies:
• DHCP
• DNS
• Okta
• Active Directory
• Printers
• Remote Desktop Services
• VMware technologies to include Vsphere, VDI, Airwatch
• Backup technologies
• Wireless Access Points
• VOIP Phone Systems * Perform End User support for the following:
• Microsoft Windows 7 – 10
• Microsoft Office
• Various Browsers- Chrome, IE, Edge
• Multi Function devices
• Citrix
• Cisco VPN
• IPhone
• Symantec Encryption
• Desktop Central

Certificates, Licenses, Registrations

• A Plus, Microsoft Certified Professional (MCP).
• Microsoft Certified Technology Profession (MCTP) a plus.

Other Considerations

• Must be willing to work a flexible schedule – standard and non-standard hours   

It's an exciting time for our company and a great opportunity to join a financially sound and growing global insurance group!  

It is the policy of MSIG USA to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, MSIG USA will provide reasonable accommodations for qualified individuals with disabilities.