Technical Support Analyst (Remote)

About Us:
Gallagher Bassett is the world’s premier provider of risk and claims management services. We believe that – with proper management – a world of risk becomes a world of possibilities. It becomes a world where businesses and organizations are freed to do what they do best. To build. To serve. To move forward. Knowing the responsibilities of today and their people are being cared for.

So wherever opportunity and need come next in this world, Gallagher Bassett is there. More than 5,000 of the most dedicated professionals backed by the industry’s most powerful technology. Each with a single and powerful purpose: To GUIDE those suffering a loss to the best outcomes for their health and financial wellbeing. To GUARD our clients’ assets as the trusted stewards of their risk and claims management programs. To GO BEYOND expectations in the continuous pursuit of a better way.

Responsibilities: Primarily focused on performing proactive and reactive network/infrastructure monitoring and health checks to minimize service disruptions and impact to end users, serving as primary initial responder in identifying issues, troubleshooting/correlating issues, assessing impact, and coordinating resolution, and engaging resolution groups for troubleshooting; drive efficient resolution of issues. Essential duties include Engage resolution groups for troubleshooting; drive efficient resolution of issues documenting all activities in ticketing system, developing and maintaining documentation for efficient NOC operations (including maintaining inventory of sites, contacts, and infrastructure), and providing assistance to end users, acting as backup to frontline technical support. Qualifications: Required: High School Diploma and 3 years related experience required. Technical aptitude and troubleshooting skills a must. Knowledge and experience with a variety of operating systems, hardware, applications and tools using the Microsoft Windows platform (Linux or UNIX experience a plus; MCSE certification a plus). Knowledge of the OSI model and experience with Cisco networking technologies. Proficiency with Microsoft Office Professional. Capability to work from home (Requires Internet connection).

Preferred: Extensive knowledge of Windows operating software. Thorough knowledge of hardware components and their functions. Industry recognized certification (e.g. A+, Microsoft Certified Systems Engineer [MCSE] ). Ability to translate technical information into business language. Experience in a NOC or IT operations environment a plus. Knowledge and experience with monitoring tools (Solarwinds Orion or Microsoft Systems Center Operations Manager (SCOM) a plus).

Behaviors: Outstanding communication/interpersonal skills and ability to interact with all levels of an organization to resolve an issue. Able to work in a team environment. Willingness to work any 24x7/365 shift on a rotating schedule, and must be flexible to cover other shifts as needed for proper NOC coverage (including weekends and holidays). Ability to manage stress and work effectively in a fast-paced environment. Actively seeks out tasks that help develop skills, knowledge, and maturity of NOC operations. Additional Information:

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We offer competitive salaries and benefits, including: medical/dental/vision plans, life and accident insurance, 401(K), employee stock purchase plan, educational expense reimbursement, employee assistance program, flexible work hours (availability varies by office and job function), training programs, matching gift program, and more.