Job Description
This support role solves technical issues for internal users through phone, chat, and in-person interactions, using knowledge of software like Box, Office 365, Zoom and hardware to troubleshoot problems efficiently and prevent future breakdowns. It benefits the company by maintaining seamless data flow, communication, and collaboration as technology expands.
Mariner is a financial services firm managing over $560 billion in assets with advisors providing tax, estate, trust, and investment services through in-house expertise for unified plans. The company focuses on sectors like tax, estate, investment banking, and valuation to impact client wealth positively.
Tasks involve answering requests via multiple channels, identifying root causes, documenting steps, creating knowledge articles, and communicating with teams. Interactions include co-workers as internal clients, supervisors, and IT experts. A challenge includes handling Mac and PC support while traveling occasionally to train or install hardware.
The job offers hybrid work progressing from full-time office in training to three days per week, with after-hours rotational availability and some travel. No compensation mentioned, but professional development through training programs supports skill growth in IT.
Responsibilities
- Provide High-Quality Customer Support
- Manage requests in a strategic manner and maintain open communication in all avenues
- Establish trust and confidence in the IT department throughout the company
- Providing efficient, friendly, professional, comprehensive, and proactive support that prevents resurfacing and future technical issues
- Establish trust and confidence in the IT department throughout the company- Service Desk is the face of IT and our reputation is formed with every user interaction
- IT Problem Solving
- Must be able to leverage resources available to find solutions to quickly and permanently solve issues
- Possess a high level of experience with general technical troubleshooting to be effective and serve as a resource to others on the team as needed
- Identifying root cause of an issue to improve user experience and prevent future resources being spent on preventable issues
- Written Skills
- Create and edit user-facing and internal knowledge articles that are clear and accurate
- Communicate via email, ticket system, and chat with users and other departments to resolve issues provide directions
- Document technical issues and the steps taken to resolve, or summarize troubleshooting steps and escalate to the appropriate team when needed
Requirements
- 2 or 4 year technical degree OR equivalent certifications/experience
- 1-2 years experience with tier 1 technical support preferred
- Familiarity with a variety of business facing software (Box, Office 365, Zoom, etc.)
- Availability to work after hours on a rotational basis
- Ability to travel a few times a year as needed
- Excellent customer service skills, written and verbal communication skills, and attention to detail
- Comfortable providing support for both Mac and PC users