Senior Onsite Support Engineer

Job title: Senior Onsite Support Engineer

Company: QBE Insurance

Job description: Primary Details Time Type: Full timeWorker Type: EmployeeAt 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.ONSITE SUPPORT ENGINEERThe opportunityAt QBE Canada, we 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.Your new roleDuties 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.
• Follow 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.

About you:Requirements and skills:

• Proven work experience as a Desktop Support Engineer, Technical Support Engineer, or similar role.
• Hands-on experience with Windows/Linux/Mac OS environments/Microsoft Office/SharePoint/Salesforce.
• Working knowledge of office automation products and computer peripherals, like printers and scanners.
• Knowledge of network security practices and anti-virus programs.
• Ability to perform remote troubleshooting and provide clear instructions.
• Excellent problem-solving and multitasking skills.
• Provide a VIP Onsite Support, ensuring enhanced and empathetic support for QBE Canada.

Preferred Competencies:

• Contribute and participate in process optimization and automation initiatives.
• Business transformation and change management support and partnership.
• Actively promote QBE IT team orientation & encourage communication & information sharing.
• Excellent communication, networking, and relationship management skills.
• Building reports and extracts.

Why QBE?At QBE, we want our people to feel rewarded and inspired to perform at their best. We understand that one size doesn’t fit all and that priorities can change depending on your life stage. That is why our blend of wellbeing initiatives and benefits offer flexibility to suit what matters most to you. It’s in the culture of our business, our QBE DNA, to support our people. Everything we do is underpinned by our QBE DNA – because we know it’s not just what we do that matters, it’s how we do it that makes the difference.At QBE, we view our people as our most precious asset. We understand the importance of fostering a work environment that is responsive to the changing needs of today’s workforce. QBE aims to build a workplace that is fair and inclusive because we want to attract and retain the best people to do the job, we have adopted flexible working across the company and welcome this conversation. #LI-HybridSome of the award’s QBE are proud to have won, been a finalist for, and shortlisted for include:5-star Diversity, Equity and inclusion (DEI) awards, 2023 Winner – Insurance Business CanadaEmployer of the Year 2022 Winner – Insurance InsiderBritish Claims Awards 2022 Winner – InsurTech AwardInsurance Times Claims Excellence Awards 2022 Winner – Claims Product Solution of the YearWorking Families Best Practice Awards 2021 Finalist for: Best COVID-19 ResponseInsurance Post British Insurance Awards 2022 Shortlisted for: Best Customer Care, Diversity & Inclusion Initiative of the Year 2022, Specialist Insurer of the Year (for Construction), General Insurer of the YearInclusion of DiversityWe are striving to create a workplace culture where all our people feel included, and we are committed to building a diverse workforce that is reflective of the communities we operate in.We know that diversity of thought, background and experience enables better decision making, improves the quality of our delivery and helps us to meet the needs of our customers.ESG & SustainabilityAt QBE, we believe that integrating sustainability into our business helps us deliver on our purpose of enabling a more resilient future. Our three key focus areas include fostering an orderly and inclusive transition to a net-zero economy, enabling a sustainable and resilient workforce and partnering for growth through innovative, sustainable and impactful solutions. For further information regarding QBE’s sustainability targets, including our net-zero pledges and inclusion of diversity targets, and our award-winning impact investment initiative ‘Premiums4Good’, please visit our Sustainability homepage and read our latest Sustainability Report (Link).About QBEQBE is an international insurer and reinsurer, listed on the Australian Securities Exchange and headquartered in Sydney. We employ more than 11,000 people, with a local presence in 28 countries.We are driven by our purpose of enabling a more resilient future – helping those around us build strength and embrace change to their advantage.We’ve been cultivating resilience since 1886, when our founders started a marine insurance company in Australia to give early pioneers a safeguard against uncertainty. Today, we’re still giving our customers confidence to explore, innovate and take measured risks, secure in the knowledge they’re covered by a strong insurer.We work hard to build a culture that best supports our people, and not only represents our business, but the world around us.As a business insurance specialist, QBE European Operations offers a range of insurance products from the standard suite of property, casualty and motor to the specialist financial lines, marine and energy. All are tailored to the individual needs of our small, medium and large customer base.What next?If you have a passion to contribute to QBE’s vision of enabling a more resilient future for our customers and the community, we encourage you to APPLY NOW! Simply click the “apply” button to submit your CV and other relevant documents, and a member of our friendly Talent Acquisition team will be in contact to discuss your interest further if you meet the requirements of the role.Please make the Talent Acquisition aware should there be any reasonable accommodation that may need to be made for the interview and the remainder of the recruitment process.How to Apply:To submit your application, click “Apply” and follow the step by step process.Equal Employment Opportunity:QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.

Expected salary:

Location: Toronto, ON

Job date: Sat, 13 Apr 2024 06:21:05 GMT

Apply for the job now!

Submit your Resume!