Marketing Statement
At Tokio Marine North American Services, we provide professional support services to the Tokio Marine Group of companies in the United States, including Tokio Marine America Inc., the First Insurance Company of Hawaii, and the Philadelphia Insurance Companies. Among our professional service offerings are actuarial, financial, audit, payroll, human resources, legal, information technology, investment expertise and Corporate Communications. At TMNAS, customer service is our focus and our passion! At TMNAS, we strive to add value in all that we do, providing the best professional service to our business partners, allowing them to achieve their goals.
Come join a rapidly expanding IT department with double-digit growth over the last 18 months. Work with the latest technology in all areas from infrastructure hardware to advanced insurance applications. Experience strong career management with mentoring and career path options including IT technology architecture and management tracks. Work within a hard-working, innovative, and motivated team environment.
Duties
Job Summary |
Responsible for providing second level support and problem resolution for technology products or applications. Also responsible for user provisioning and de-provisioning for corporate accounts. |
Job Responsibilities - Responds to inquiries and requests for assistance with computer systems or PCs; resolves customer inquiries for one or more products or services.
- Analyzes simple to moderate inquiries and determines appropriate technical area or vendor to resolve problems; coordinates with other IT areas to resolve problems if necessary.
- Maintains written documentation on each call; responds to clients, escalates complex problems to the next level of support as required by documented procedures.
- Responds to telephone calls, email and personnel requests for technical support. Tracks and monitors the problem(s) to ensure a timely resolution.
- User account provisioning and de-provisioning (e.g. Active Directory, Exchange, business unit applications)
- Mobile device management
- Audio/video equipment support
- Assists with Tier 2 issue resolution services; provides day-to-day support and troubleshooting.
- Performs routine administrative tasks
- Configuring and managing account permissions (e.g. SharePoint, Entrust, WebEx)
- Complies with proper internal controls as necessary to conduct job functions and/or carry out responsibilities and/or administrative activities at the Company.
- Establishes and builds strong working relations and partnerships with Business Units and Senior Management.
- Performs special projects and other duties as may be assigned.
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Qualifications
Degree / Licenses and Professional Certifications - Bachelor's Degree (preferably in Business, MIS or Computer Science) is a plus
- Comp TIA A+ and/or Comp TIA Network + Certified.
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Experience - 1 – 3 years experience in a help desk environment.
- Understanding of VPN and remote connectivity solutions
- Understanding of telephony concepts and technologies
- Experience with Active Directory, Microsoft Exchange
- Knowledge of Windows 7 and Office 2010, Windows 10 and Office 2016 a plus.
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Knowledge - Knowledge of organizational politics and political tactics; ability to effectively navigate formal and informal communication and decision-making channels.
- Knowledge, insight, and understanding of business concepts and processes that are needed for making sound decisions in the context of the company's business; ability to apply this knowledge appropriately to diverse situations.
- Familiarity with a variety of technologies including but not limited to:
- Microsoft Windows and related technologies (e.g. Exchange, Active Directory,
Office365, and SharePoint) |
Skills |
- Strong writing and communication skills.
- Strong customer service orientation toward Business Units requiring financial consultation (responsive, consultative, collaborative and accurate).
- Strong project management skills: Plan, organize, monitor, and control projects, ensuring efficient utilization of resources, to achieve project objectives and deadlines.
- Strong interpersonal relationship building skills: able to work with a variety of people and groups in a constructive and collaborative manner.
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Abilities |
- Strong analytical ability with the capability to determine the root cause of problems and issues and provide solutions.
- Strategic thinking; Applies organizational acumen to identify and maintain focus on key success factors for the organization.
- Superior attention to detail.
- Ability to juggle multiple, competing, frequently changing time-sensitive deadlines and priorities
- Ability to work independently and without supervision.
- Ability to work and lead effectively as part of a team.
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EEO Statement
Tokio Marine Group of Companies (including, but not limited to the Philadelphia Insurance Companies, Tokio Marine Management, Inc., TMNA Services, LLC and First Insurance Company of Hawaii, Ltd.) is an Equal Opportunity Employer. In order to remain competitive we must attract, develop, motivate, and retain the most qualified employees regardless of age, color, race, religion, gender, disability, national or ethnic origin, family circumstances, life experiences, marital status, military status, sexual orientation and/or any other status protected by law.