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Technology Specialist

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Ciudad de México, Ciudad de México Everest Re Group, Ltd. A tiempo completo
About Everest Re Group, Ltd.

Everest Re Group, Ltd. is a leading global reinsurance and insurance provider, operating for nearly 50 years through subsidiaries in various territories. Our strengths include extensive product and distribution capabilities, a strong balance sheet, and an innovative culture.

We are a growth company offering Property, Casualty, and specialty products through our various operating subsidiaries located in key markets around the world. Our insurance arm draws upon impressive global resources and financial strength to tailor each policy to meet the individual needs of our customers.

Our purpose is to provide the world with protection. We help clients and businesses thrive, fuel global economies, and create sustainable value for our colleagues, shareholders, and the communities that we serve.

About the Role

We are seeking a skilled Desktop Support Technician to join our IT Support team within our International IT Infrastructure organization. The primary focus of this role will be to provide 1st & 2nd Line IT Support for all business functions across Latin America and Miami.

This is a customer/user support role that will build out our IT Support capabilities and maintain excellent support standards for the International Everest organization.

Key Responsibilities
  • Provide first and second-line support to all users located within Everest's LATAM Region, supporting reinsurance & Insurance users and business operations functions.
  • Liaise and work closely with Group IT to provide additional support to the Everest Global Helpdesk.
  • Assist with critical activities related to the International Expansion project and oversee associated On and Off-boarding processes within the region.
  • New joiner basic training and inductions, including email, network drives, printers, iPhone, remote access, and daily systems procedures and checks.
  • In conjunction with Group IT, assist with the support and maintenance of servers located and operated from the European Data Centre.
  • Network Monitoring - assistance maintaining the Everest WAN and local network configuration in each office.
  • Support and maintain the LATAM region office security systems, including door access and alarm monitoring systems.
  • Support and maintain Video Conferencing and Meeting Room booking systems/services.
  • Provide support for all aspects of end-user hardware, including physical setup and installation.
  • Enforce the use of industry best practice (ITIL) and change control within IT.
  • Resolve incidents and requests assigned from the ServiceNow Helpdesk system to agreed procedures and SLAs.
  • Interact with users and service providers, as necessary, to resolve incidents.
  • Consult with internal resources when faced with issues/problems or specific business application issues.
  • Closely monitor and update the ServiceNow Helpdesk system with incident progression and closure.
  • Perform installations, moves, additions, and changes to network hardware, including PCs, MFDs, and other peripherals.
  • Ensure organizational compliance procedures are adhered to in all Systems' activities.
  • Assist in business continuity and systems recovery planning and testing.
  • Assist with internal and external audit reviews and requests for information as necessary.
  • Support data communications and telephone systems in conjunction with Group IT, network providers, and vendors.
  • Active role within building projects, network configuration, workstation testing.
Requirements
  • Minimum 3 years' experience in a similar role.
  • Insurance industry experience desirable.
  • ITIL Foundation.
Knowledge, Skills & Competencies
  • Interpersonal and communication skills to interact effectively with both the business and its organization.
  • Ability to work independently, taking ownership of tasks and escalations.
  • Collaborative skills that will help grow our capabilities to support the business.
  • Stakeholder management and vendor management knowledge.
  • Asset management knowledge managing through ServiceNow.
  • Fluent in English and Spanish. Portuguese desirable, but not necessary.