MAI Transition Support Analyst

HUB International; Toronto; Hybrid; CAD 45,000 - 65,000; Full time

Job summary

HUB International is seeking a MAI Transition Support Analyst to provide technical support for internal users. The role involves troubleshooting IT issues, managing support tickets, and collaborating with IT teams. Ideal candidates will have an associate's degree in IT and strong customer service skills. Remote candidates are welcome, with hybrid work options available.

Qualifications

• 1-2 years of experience in a technical support or helpdesk role.
• Familiarity with ITSM platforms and ticketing systems.
• Basic knowledge of networking, operating systems, and software applications.

Responsibilities

• Respond to and resolve technical support requests via phone, email, and ticketing systems.
• Log and track support tickets, ensuring accurate documentation.
• Assist users with hardware setup, software installation, and system configuration.

Skills

Troubleshooting

Customer Service

Communication

Education

Associate's degree in IT, Computer Science, or related field

Tools

ServiceNow

Jira

Job description

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About Us

At HUB International, we are a team of entrepreneurs. We believe in protecting and supporting the aspirations of individuals, families, and businesses. We help our clients evaluate their risks and develop solutions tailored to their needs. We believe in empowering our employees to learn, grow, and make a difference. Our structure enables our teams to maintain their own unique, regional culture while leveraging support and resources from our corporate centers of excellence.

Company Overview

HUB is the 5th largest global insurance and employee benefits broker, providing a boundaryless array of business insurance, employee benefits, risk services, personal insurance, retirement, and private wealth management products and services. With over $5 billion in revenue and almost 20,000 employees in 600 offices throughout North America, HUB has grown substantially, in part due to our industry leading success in mergers and acquisitions.

Role Summary

The MAI Transition Support Analyst will be the first point of contact for technical support requests from internal users. This role involves diagnosing and resolving a variety of IT issues related to hardware, software, networking, and systems. The Analyst will provide timely, courteous, and effective solutions, and will escalate complex issues to senior team members as needed. The ideal candidate will possess strong troubleshooting skills, a customer-oriented mindset, and a desire to learn and grow within the IT field.

Key Responsibilities

1. User Support & Issue Resolution
   • Respond to and resolve technical support requests via phone, email, and ticketing systems (e.g., ServiceNow, Jira).
   • Troubleshoot and resolve issues related to desktop computers, laptops, mobile devices, printers, software applications, and network connectivity.
   • Assist users with hardware setup, software installation, and system configuration.
2. Ticket Management
   • Log and track support tickets, ensuring accurate documentation.
   • Prioritize and escalate tickets based on urgency and complexity.
   • Follow up with users to ensure resolution and satisfaction.
3. Technical Support
   • Support for Windows, macOS, Linux, and enterprise software applications.
   • Troubleshoot network issues, including Wi-Fi, VPN, MFA, and remote access.
   • Assist with system updates, patches, and software installations.
4. Collaboration & Escalation
   • Work with other IT teams to resolve complex issues.
   • Escalate unresolved issues to higher-level engineers or management.
   • Maintain communication with users regarding support requests.
5. Documentation & Knowledge Management
   • Create and maintain knowledge base articles and troubleshooting guides.
   • Document issues, resolutions, and processes for team reference.
6. User Education & Training
   • Assist with onboarding and IT training for new employees.
   • Educate users on software and hardware tools to enhance productivity.

Qualifications

• Associate's degree in IT, Computer Science, or related field, or equivalent experience.
• 1-2 years of experience in a technical support or helpdesk role.
• Strong troubleshooting skills and customer service mindset.
• Familiarity with ITSM platforms (ServiceNow, Jira) and ticketing systems.
• Basic knowledge of networking, operating systems, and software applications.
• Excellent communication skills.
• Ability to handle multiple tasks and work under pressure.

Preferred Skills & Experience

• IT certifications (e.g., CompTIA A+, Microsoft Certified).
• Experience with remote support tools and systems administration.
• Knowledge of cloud services like Microsoft 365 and Google Workspace.
• Experience supporting hardware and software environments.

Remote candidates are welcome; hybrid work in a local HUB office is desirable.