Senior Onsite Support Engineer

at  QBE Insurance

PRIMARY DETAILS

Time Type: Full time
Worker Type: Employee
At QBE, our purpose is to enable a more resilient future.
Are you passionate about working for one of the world’s largest insurers that offers excellent opportunities to grow your career and with offices in 28 countries?
Leveraging our deep expertise and insights, QBE offers commercial, personal and specialty products and risk management solutions to help people and businesses manage risks. Today, we employ more than 13,000 people around the world.

THE OPPORTUNITY

At QBE Canada, w e are looking for a Senior Onsite Support Engineer to provide technical assistance to our clients. You will help install, upgrade, and troubleshoot hardware and software systems.
If you’re tech savvy and enjoy supporting end users, we’d like to meet you. To succeed in this role, you should have a problem-solving attitude along with the ability to give clear technical instructions. You should also be familiar with remote troubleshooting techniques.
Ultimately, you will ensure prompt and accurate customer service and increase client satisfaction.

Duties include:

• Address user tickets regarding hardware, software, and networking.
• Perform or walk customers through installing applications and computer peripherals.
• Ask targeted questions to diagnose problems.
• Guide users with simple, step-by-step instructions.
• Conduct remote troubleshooting.
• Test alternative pathways until you resolve an issue.
• Customize desktop applications to meet user needs.
• Lead support responding to incidents and requests with timely resolution, and delivery. Direct unresolved issues to the next level of support personnel.
• up with clients to ensure their systems are functional.
• Report customer feedback and potential product requests.
• Development and maintenance of IT procedures, identifying opportunities for improvement, sharing best practices, and updating documentation as necessary.
• Send/Receive IT Assets managing inventory.
• Participation in roll-out delivery of new IT support services and systems, upgrades, office moves.
• User Access - New hires, terminations, password resets, issue troubleshooting and resolution.
• Manage IT liaison and support - App manager partnership with EO and US counterparts.
• Manage issues and incidents within QBE and IT vendors. Including supplier risk assessments.
• BCP/DRP (Business Continuity/Disaster Recovery Plan) - IT related support and management.
• IT & systems governance liaison supporting Canada’s Compliance Manager.
• Maintain Canada specific applications and systems. Screen changes, move edit screens, document, and document or email template application expert - product and data owner.
• Facilitate accurate record logs documenting support issues and/or resolutions and communicating customer feedback to managers and IT team members.
• Provide after hours, weekend, and holiday support for outages, emergency situations and/or moves, and willing to travel to other QBE offices, as required.
• The duties listed in this job description do not limit the assignment of work. They are not to be construed as a complete list of the duties normally to be performed in the position or those occasionally assigned outside an employee’s normal duties, being flexible.