Senior IT Support

Insight Global is looking for a Senior IT Support individual in Greenwich, CT. The role of the Business Support Analyst is to provide technical assistance, troubleshoot our products and services, and support end users in the US offices and remote locations. This position is essential for resolving business user issues, delivering exceptional service, and contributing to the overall satisfaction with IT services.

This position entails managing the daily support of equipment and desktop applications in Lancashire, including coordinating the deployment of upgrades and patches provided by the IT team and external vendors. Collaboration with IT colleagues in London and Bermuda will be vital to ensure that the environments remain fully operational and are updated as necessary. Additionally, this role will offer ad hoc support to the Business Support Teams in London, Bermuda, and other locations during periods of high demand.

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form. The EEOC "Know Your Rights" Poster is available here.

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Specific Responsibilities

Service Management Responsibilities
Support desktop and user support, proactively resolving any Service incidents and follow up with customers to ensure that technical issues are resolved to their satisfaction.
Facilitate the seamless execution of the joiners, movers, and leavers process, and provide comprehensive documentation to meet the requirements of internal and external auditors.
Provide step-by-step guidance and instructions to customers to help them resolve technical issues remotely.
Provide guidance on how best to make use of our infrastructure, provide regular feedback to the team on Incidents and Problems ensuring affective handover of incidents which span support time zones.
Support for delivering Business Continuity in a Disaster Recovery planned exercise or event.

Technical Responsibilities
Support the business and provide a high level of service availability by responding to inquiries and requests for technical assistance via phone, email, or Teams chat in a timely and professional manner.
Troubleshoot technical issues related to software, hardware, and network connectivity and work with the Applications and Operations teams to resolve incidents and perform changes.
Diagnose, analyse and resolve technical problems within the Greenwich office and liaising with Bermuda and London IT staff also 3rd parties where appropriate, identify solutions to technical issues and deliver these solutions.
Document all new technical fixes in the Service Desk tool and update departmental documentation and procedures enabling the sharing of knowledge to peers and colleagues.
Ensure all computer and Audio and Visual equipment are maintained in optimum condition.
Assist with ensuring that Servers and Desktops are kept up to date with all necessary software patches and updates according to the agreed schedule

3. Essential Skills & Requirements
Qualification such as Bachelor's degree in Computer Science, Information Technology, or experience in related field preferred.
Proven experience in a similar role and a positive and energetic outlook to delivering a good service.
Strong troubleshooting skills in relation to end user support, with the ability to analyse and resolve support issues efficiently.
Able to effectively communicate and support VIPs, Senior Management and Board members in pressured environments. A genuine interest in Technology and its application and use in business.
Experienced in using Service Desk ticketing tools and understands Service Management best practices.
Knowledge of Microsoft Windows 10/11, Microsoft Office Suite O365 and Active Directory (AD).
An understanding of networking principles as applied to LAN, WAN and WIFI configurations.
Strong communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
Ability to work independently and collaboratively in a fast-paced environment and be willing and able to work outside normal office hours as required and be part of an out of hours support rota.
Willingness and commitment to support multiple geographical regions.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.