Challenging convention. Trying new things. Reshaping an industry.  

The team at Duck Creek helps insurance companies bring amazing ideas to life quickly and easily with software that thinks and works like they do. We're fueled by sharing ideas openly, challenging conventions, trying new things, and valuing "Why not?" over "Why?" Our certainty that there is always a better way to do things keeps carriers ahead of their competition and is helping to reshape an industry.  

If having a hand in transforming one of the world’s oldest and largest industries into a standard for innovation, open exchange, and peerless user experience sounds exciting, let us know. We may be looking for you.

Technical Support Analyst

The Technical Support Analyst provides technical support for the resolution of customer IT problems, incidents, issues, requests and queries. The responsibilities for the role include liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner, and to ensure proper documentation, notification, escalation, tracking and follow up of all incidents.

Responsibilities:

• Provides user desktop/laptop support; provide timely responses to user questions and concerns 
• Provides technical support for the resolution of customer IT problems, incidents, issues, requests and queries
  • Liaises with other support teams, or product teams as required to resolve requests/issues in a timely manner, and to ensure proper documentation, notification, escalation, tracking and follow up of all incidents.
• Maintains inventory of hardware equipment 
• Provisions/deploys new joiner desktop/laptop 
• Performs user maintenance within Active Directory 
• Assists in managing organization software licenses 
• Works in task queue to resolve issues 
• Performs IT department activities as assigned. 
• Focuses on customer contact, not transaction processing.
• May order equipment as needed 
• Performs other related duties and activities as required.

Requirements:

• Bachelor’s degree preferred
• Work experience not required but preferred
• Experience working in a help desk environment is preferred
• A/V experience is a plus
• Familiarity with Windows OS and installations and OS maintenance
• Familiarity with machine hardware installations/upgrades
• Ability to troubleshoot technology issues
• Strong problem solving & escalation management skills
• Ability to interact with and provide excellent service to employees at all levels
• Travel: 0-10%
• Special Work Hours: May be required to work off hours on occasions
• Work Authorization: Legally authorized to work in the country of the job location.
• Physical: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work