End User Support Analyst, Specialist

The Vanguard Group; Malvern (Chester County); On-site; USD 55,000 - 75,000; Full time

Job summary

The Vanguard Group is seeking a Tech Central Critical Tier Support specialist in Malvern, PA. This role focuses on diagnosing and resolving hardware and software issues, handling hotline calls, and ensuring timely incident resolution.

Ideal candidates have at least three years of related experience, including one year in technical support, with an undergraduate degree or equivalent. On-site core hours are 7 am–5 pm with weekend/holiday coverage for post-certification tasks.

Qualifications

• Three years of related work experience with at least one year in technical support.
• Undergraduate degree or equivalent combination of training and experience.
• Ability to provide onsite support during core hours 7am–5pm with off-hours coverage on weekends/holidays.

Responsibilities

• Troubleshoot hardware and software issues, resolve connectivity incidents, and provide timely user support.
• Manage support hotline and walk-up inquiries, document issues, and escalate complex problems.
• Maintain a customer-centric approach and own incidents through solution delivery.
• Provide well-documented support tickets with steps taken and solutions.
• Ensure documentation is clear and understandable by peers and Tier 2 staff.
• Share workload and collaborate with team members.
• Volunteer for tasks aligned with team objectives and priorities.
• Identify gaps in processes, create comprehensive documentation, and conduct knowledge-sharing sessions.
• Share best practices and encourage continuous learning.
• Lead moderate-to-high complexity troubleshooting with root-cause analysis.
• Complete projects on time with self-motivation and strong time management.
• Proactively communicate progress, challenges, and risks to stakeholders.

Skills

Troubleshooting

Customer service

Documentation

Collaboration

On-site support

Root cause analysis

Time management

Education

Bachelor's degree or equivalent

Job description

Requirements for Tech Central Critical Tier Support role:

• Demonstrate competency in baseline support responsibilities, including troubleshooting hardware and software issues, resolving connectivity incidents, and providing timely resolution to user inquiries.
• Efficiently manage support hotline phone calls and addressing walk-up user concerns, accurately documenting issues, and escalating complex problems to the appropriate teams when necessary.
• Maintain a customer-centric approach and provide excellent customer service throughout entire interaction with diligent focus on incident ownership through solution delivery.
• Provide thorough and well-documented information in support tickets, including detailed descriptions of issues, troubleshooting steps taken, and solutions provided.
• Ensure documentation is clear, concise, and easily understandable by peers and Tier 2 support staff.
• Actively share team workload without prompting, demonstrating a collaborative mindset and willingness to support colleagues.
• Volunteer to assist with tasks and projects that align with the team's objectives and priorities.
• Ability to provide onsite support core hours of 7 am-5 pm, including off-hours (weekends/holidays) coverage for post-certification tasks related to critical tier infrastructure initiatives.
• Skilled in identifying gaps in existing processes, create comprehensive documentation that outline the improved procedures, and conduct knowledge sharing sessions to ensure peers are knowledgeable and proficient in the new processes.
• Willingness Share best practices and encourage continuous learning within the team.
• Demonstrate the ability to drive troubleshooting efforts of moderate to high complexity, taking ownership of issues, conducting thorough root cause analysis, and employing systematic problem-solving techniques to ensure timely resolution.
• Exhibit the ability to complete projects on time without continual supervision, showing self-motivation, organization, and effective time management skills.
• Proactively communicate progress, challenges, and risks to relevant stakeholders.
• Garner positive feedback from peers and clients, reflecting exceptional customer service, technical expertise, and professionalism.
• Foster strong relationships based on trust, respect, and effective communication.
• Exhibit enthusiasm and thrive in a fast-paced environment.
• Demonstrate adaptability, resilience, and a proactive mindset in handling changing priorities, urgent situations, and high-pressure scenarios.
• Minimum of three years related work experience, with at least one year of technical support experience.
• Undergraduate degree or equivalent combination of training and experience.
• Special Factors Sponsorship Vanguard is not offering visa sponsorship for this position.

About Vanguard

At Vanguard, we don't just have a mission-we're on a mission. To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best.

How We Work

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience. Vanguard, one of the world's leading investment management companies, serves individual investors, institutions, employer-sponsored retirement plans, and financial professionals. We have a diverse and talented crew with a culture that promotes teamwork, along with an unwavering focus on serving our clients' best interests.