Job Description

JOIN THE ASSURANCEAMERICA TEAM

Do you want to be part of an organization where you are valued, and your ideas and opinions have an impact? Join the AssuranceAmerica team.

For 25 years, AssuranceAmerica has provided superior property and casualty insurance products through contracted independent agents and directly to customers.

Our team succeeds through diversity of thought, experiences, skills, and backgrounds.

Sr Support Engineer I

The Senior Support Engineer will play a pivotal role in providing technical expertise, troubleshooting assistance, and proactive support to our associates. The ideal candidate will have a strong background in technical user support, providing exceptional problem-solving skills, and a passion for delivering exceptional customer service.

About the ROLE

Each day at AssuranceAmerica is different, but as a Sr Support Engineer in IT, you will:• Serve as the primary point of contact for escalated technical support issues, utilizing advanced troubleshooting techniques to diagnose and resolve complex problems. • Collaborate with cross-functional teams, including development, business owners, and third-party vendors, to address technical issues and enhance product functionality.• Provide technical guidance and mentorship to junior support engineers, sharing best practices and fostering a culture of continuous learning.• Develop and maintain in-depth knowledge of company products, including new features, upgrades, and integration capabilities.• Document support processes, solutions, and best practices to build a comprehensive knowledge base and improve overall support efficiency.• Proactively identify opportunities for process improvement and product enhancement based on customer feedback and support trends.• Participate in on-call rotations to provide after-hours support and ensure timely resolution of critical issues.• Support associates and outside agents as needed for problem resolution of desktop, laptop, phone, and printer technical issues. Effectively solve support problems in the required time frame and follow up on unresolved calls daily until completed.• Maintain a high level of customer service. Utilize ticketing software to track IT support needs and capture problems and solutions for reference as well as training needs. Proactively communicate to end user's information on possible company-wide support issues, providing estimated time of resolution.• Sets up and deploy PCs and peripherals according to the departmental needs utilizing company defined standards. Deliver and perform setup and deprovisioning for associates.• Participate in projects relating to special needs (i.e. moves, transfers, reorganization, etc.) Works with a cross-functional team to assist in the implementation of information technology. Assists in training associates when required and developing producing training materials.• Maintains accurate inventory of equipment, orders and procures new equipment.• Leads, plans, and implements assigned projects to completion.

Software/Technical Abilities• Microsoft Windows, All supported versions.• Microsoft Office 365, All supported versions.• Remote Administration Utilities.• Desktop antivirus/antimalware software.• PC setup, configuration, and deployment.• Strong Phone skills.• Experience with Active Directory, DHCP, DNS, server roles and services.• Active Directory User Setup and Management.• Asset management.• Network LAN/WAN experience: TCP/IP/Subnet. VLAN.• Azure Cloud experience a plus.

Requirements

About YOU• Communication and analytical ability at a high level to interact with associates, managers, agents, and vendors. • Possess strong customer service and communication skills.• Must possess strong interpersonal skills.• Must be able to meet deadlines and demonstrate strong time management skills.• Ability to manage multiple priorities for multiple managers or department staff and work independently.• Must demonstrate ability to interact with a wide range of users having different levels of computer expertise.• Must meet company guidelines for attendance and punctuality.

Required• Bachelor's degree in Information Systems or related field or experience commensurate with four-year college degree. A+, Net+ or comparable certifications are a plus.• A minimum of 5 years' experience in a Helpdesk role demonstrating the ability to work in most aspects of Helpdesk Support in accordance with acceptable practices and standards.• Any technical certifications or training in personal computer hardware/software are highly desirable.

Physical Requirements• Prolonged periods sitting at a desk and working on a computer.• Must be able to lift 15 pounds at times.• May be required to work on-call or long hours in case of network malfunction.

Benefits

About US• We are direct, results-driven, and dedicated to the success of our business and each other.• We are a diverse group of thinkers and doers.• We offer many opportunities to grow in your professional skills and career.• We fight homelessness by directing 5% of our earnings from each policy we sell to organizations that help those in need. We call it our Generous Policy.

WHAT WE OFFER• AssuranceAmerica provides these benefits to Associates:

o Premium healthcare plans: All full-time Associates and part-time Associates working a regular schedule of 30 hours, or more, are eligible for day one benefits including Medical, Dental, Vision, Voluntary Life, Flexible Spending Accounts, and a Health Savings Account.

o Employer Paid Benefits: We enroll all eligible Associates in Group Life and AD&D Insurance, Short- and Long-Term Disability Plans, Employee Assistance Program, Travel Assist, and the Benefit Resource Card which includes Teladoc™, Pet Insurance and Health Advocate.• Additional Benefits:

o 401(k) Employer Match: We want to help you prepare for the future, now. All full-time and part-time Associates over age 21 are eligible to participate in the 401(k) Savings Plan. AssuranceAmerica will match 100% of the first 4% of an Associate's contributions.

o Engagement Events. We make time for fun activities that strengthen Associate relationships in all our locations.

o Annual Learning Credit: Want to learn something new? We'll reimburse you for approved educational assistance, up to $5,250 annually. • Time Off:

o Paid Time Off (PTO), Parental Leave Pay, Volunteer Time Off (VTO), Bereavement Pay, Military Leave Pay, and Jury Duty Pay.

YOU'RE INVITED TO APPLY

We believe the right fit is more important than a checklist. If you have most of what we're looking for in this role and our culture and mission speak to you, contact us. We want to hear from you!