Technical Support Associate (On-Site)

Caribbean American Property Insurance Company; San Juan (PR); On-site; USD 52,000 - 72,000; Full time

Job summary

Assurant is seeking a Technical Support Associate to provide first-level IT support, covering hardware, software, network, and identity access management. You will work to resolve incidents per SLAs while collaborating with IT teams and vendors to improve services.

Strong communication in English and Spanish is required, with a focus on customer service and process adherence. Minimum two years in a help desk or similar IT support role, plus a degree in IT/CS/Engineering or equivalent experience,

Qualifications

• Degree in IT/CS/Engineering or equivalent experience.
• Minimum 2 years in Technical Support or Help Desk.
• Experience with Windows desktop environments and Microsoft 365 services.
• Experience with identity and access management (AD, Okta).
• Basic Microsoft Azure administration knowledge.
• Networking fundamentals: DNS, DHCP.
• Understanding of cybersecurity fundamentals and endpoint protection.
• Familiarity with ITSM concepts (Incident Management, Request Fulfillment, SLA).
• Bilingual: English and Spanish written and spoken.
• Strong customer service orientation and collaborative mindset.

Responsibilities

• Provide first-level support for hardware, software, telephony, and network issues.
• Troubleshoot and resolve routine technical incidents affecting users.
• Handle requests for installation, configuration, relocation, and removal of IT assets.
• Own and track incidents through resolution per SLAs.
• Administer ITSM processes: Incident Management and Request Fulfillment.
• Identify recurring issues and suggest service improvements.
• Collaborate with IT teams and vendors to resolve escalated items.
• Maintain excellent end-user communication throughout the support lifecycle.

Skills

Analytical skills

Troubleshooting

Problem-solving

Customer service

Communication skills

Collaboration

Accountability

Attention to detail

Education

Associate's or Bachelor's Degree in IT/CS/Engineering

Tools

ServiceNow

Jira Service Management

Freshservice

Ivanti

ManageEngine

Microsoft Intune

Active Directory

Azure

Power Automate

Power Apps

Copilot

Claude

Job description

Job Purpose

This position is responsible for providing first-level technical support to end users and ensuring the effective delivery of IT services across the organization. The role supports the maintenance and operation of IT infrastructure, telephony, network connectivity, hardware, software, and user access services. The Technical Support Associate is also responsible for supporting IT Service Management (ITSM) processes, including incident management, request fulfillment, ticket administration, service level compliance, and continuous service improvement activities following ITIL best practices.

Primary Job Accountabilities/Responsibilities

• Provide first-level support for hardware, software, telecommunications, mobile devices, and network connectivity issues.
• Perform troubleshooting, diagnosis, and resolution of routine technical incidents affecting end users and business operations.
• Respond to requests for support, installation, configuration, relocation, and removal of hardware and software provided by the company.
• Own and track incidents and service requests through resolution, ensuring compliance with established Service Level Agreements (SLAs).
• Administer and maintain IT service management processes related to Incident Management and Request Fulfillment.
• Identify recurring issues, incident trends, and service improvement opportunities and communicate findings to appropriate IT teams.
• Collaborate with internal technical teams and third-party vendors to resolve escalated incidents and service requests.
• Provide excellent customer service and maintain effective communication with end users throughout the support lifecycle.

Required Experience, Skills, and Knowledge

Education

Associate's or Bachelor's Degree in Information Technology, Computer Systems, Computer Science or Engineering, or equivalent experience.

Previous Experience

At least two (2) years of experience in a Technical Support, Help Desk, Service Desk, Desktop Support, or similar IT support role.

Knowledge and Skills

Strong analytical, troubleshooting, and problem-solving skills. Experience supporting Windows desktop environments. Experience administering and supporting Microsoft 365 services. Experience with identity and access management solutions (e.g., Active Directory, Okta). Basic Microsoft Azure administration knowledge. Knowledge of DNS, DHCP, and networking fundamentals. Understanding of cybersecurity fundamentals, endpoint protection, phishing awareness, and security incident escalation procedures. Familiarity with endpoint management solutions such as Microsoft Intune, endpoint provisioning, and device compliance management. Knowledge of IT Service Management (ITSM) concepts and processes. Understanding of Incident Management, Request Fulfillment, escalation procedures, and SLA management. Strong customer service orientation and commitment to delivering a positive end-user experience. Excellent written, verbal, and interpersonal communication skills in Spanish and English. Ability to collaborate effectively across technical and business teams. Demonstrated accountability, organization, and attention to detail.

Other Requirements

• Ability to prioritize and manage multiple tasks in a fast-paced environment, while demonstrating a strong sense of urgency.
• Ability to maintain confidentiality when handling sensitive information.
• Commitment to continuous learning, professional development and the adoption of emerging technologies.

Preferred Experience, Skills, and Knowledge

• Knowledge of ITIL principles and best practices.
• Experience supporting LAN and WAN environments.
• Experience with IT asset management processes.
• Experience with service reporting and SLA management.
• Experience with Service Desk / ITSM solutions such as ServiceNow, Jira Service Management, Freshservice, Ivanti, ManageEngine, or similar platforms.
• Familiarity with workflow automation and AI-enabled productivity tools used to improve efficiency, service delivery, and knowledge management (Power Automate, Power Apps, Copilot, Claude, etc).

Helping People Thrive in a Connected World

Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.

What’s the culture like at Assurant?

Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 14 countries and awarded the Fortune America’s Most Innovative Companies recognition, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview

Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

AI and Biometric Usage

Assurant supports the responsible use of Artificial Intelligence (AI), but we want to know the real you. Visit our AI Usage Guidelines page to understand what we expect from applicants regarding their use of AI during the application process. Since we would like to know the real you, we require that all of our virtual interviews be conducted on video. Employment is contingent upon completion of a required identity verification process, which may include biometric technology, where permitted by applicable law and subject to applicable notice and consent requirements. See our Privacy Notice to learn about Assurant’s privacy practices, including our use of AI-enabled technology, automated decision making, and biometric information.

Connecting with us

We work with the world’s top brands to make smart devices simpler. Vehicles last longer. Homes more secure. Problems easier to solve. And we volunteer in communities all over the globe to help the world become a greener, better place. We come from a variety of countries, cultures, and backgrounds. But we’re united by our enduring values of common sense, common decency, uncommon thinking, and uncommon results. So connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive.