Technical Support Analyst

Ryan Specialty; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company in the insurance sector is seeking a Technical Support Analyst in London. The successful candidate will troubleshoot modern networks, enhance customer service, and maintain accurate technical documentation. Preferred candidates will have relevant experience and certifications, as well as a strong focus on continuous improvement and team support.

Qualifications

• Demonstrable experience in a similar role preferred within an insurance organisation.
• Required to be in the London office 4 days per week.

Responsibilities

• Troubleshoots modern networks, switches, routers, and firewalls.
• Maintains accurate documentation of technical issues and resolutions.
• Handles the RMA process and supports equipment procurement.

Skills

Troubleshooting

Customer Service Improvement

Technical Documentation

Disaster Recovery

Education

Cisco Certified Network Associate (CCNA)

CompTIA A+

Job description

Position Summary:

The Technical Support Analyst is responsible for troubleshooting and resolving issues with modern networks, switches, routers, firewalls, and wireless technologies. The role ensures continuous improvement of customer service by driving initiatives for increased first-call resolution and implementing enhancements in technical support processes. They maintain accurate documentation, perform ticket reviews, manage the RMA process, and provide subject matter expertise and support across IT departments.

Location:

London - UKManchester - UK

What will your job entail?

Job Responsibilities:
• Troubleshoots modern networks, switches, routers, firewalls, and wireless technologies.
• Provides resolutions to problems, recommend corrective actions for recurring issues, and escalate complex problems to appropriate support tiers when necessary.
• Ensures continuous enhancement of the customer service experience, driving initiatives to increase first-call resolution, and implementing improvements in technical support processes for the company.
• Maintains accurate documentation of technical issues, resolutions, and procedures, and recommendations for preventing future occurrences, contributing to continuous improvement.
• Performs ticket reviews verifying categorization, accurate ticket documentation, and identifies areas for first call resolution.
• Delegates hardware installation, deployment, and/or replacement work to technicians.
• Participates in Disaster Recovery tests and activities and consults with Business Units needing technical guidance and/or requirements.
• Handles the Return Merchandise Authorization (RMA) process and support equipment procurement, ensuring compliance with IT policies and standards.
• Provides subject matter expertise, training, technical assistance, and support to the IT Help Desk, project teams, and other IT departments.

Work Experience and Education:
· Demonstrable experience in a similar role ideally within an insurance organisation but this is not essential. This role does require the successful candidate to be in the London office 4 days per week.

Licenses & Certifications:
· Cisco Certified Network Associate (CCNA), or CompTIA A+ is preferred.

Disclaimer

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.