Senior Technology Support Analyst III - Global AI-Driven
Capital Group Companies
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Benefits offered by this job
Job summary
Capital Group is seeking a Technology Support Analyst III to provide senior-level end-user technology support for associates across global operations. You will troubleshoot complex hardware, software, and connectivity issues, participate in major incidents, and contribute to knowledge bases and SOPs while ensuring high-quality service delivery.
You will collaborate with global infrastructure, engineering, product, and regional teams, applying automation and approved AI capabilities to improve
Qualifications
- Broad knowledge of Windows, macOS, mobile and tablet operating systems and how to configure and troubleshoot them.
- Strong troubleshooting and analytical skills for advanced issues and coaching junior staff.
- Familiarity with remote assistance, diagnostic software, ITSM, dashboards and alerting tools.
Responsibilities
- Provide senior-level virtual and in-person technical support for associates, communicating complex issues clearly.
- Escalate to Level 3/4 teams and manage complex hardware, software, and connectivity issues.
- Monitor queues, dashboards, alerts, and SLAs to ensure timely resolutions and incident management.
- Contribute to incident reviews, post-incident knowledge capture and process improvements.
- Document ticket actions, solutions, and knowledge references in knowledge bases and SOPs.
Skills
Tools
Job description
Capital Group is seeking a Technology Support Analyst III to provide senior-level end-user technology support for associates across global operations. You will troubleshoot complex hardware, software, and connectivity issues, participate in major incidents, and contribute to knowledge bases and SOPs while ensuring high-quality service delivery.
You will collaborate with global infrastructure, engineering, product, and regional teams, applying automation and approved AI capabilities to improve
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