Support Engineer

JOIN THE ASSURANCEAMERICA TEAM

Do you want to be part of an organization where you are valued, and your ideas and opinions have an impact? Join the AssuranceAmerica team.

For more than 25 years, AssuranceAmerica has provided superior property and casualty insurance products through contracted independent agents and directly to customers.

Our team succeeds through diversity of thought, experiences, skills, and backgrounds.

Support Engineer

AssuranceAmerica is seeking a Support Engineer to join our growing ranks as we continue to transform the way technology impacts the insurance business.  The Support Engineer will help provide hardware, software, network and telephony support and problem resolution for all desktop, laptop, phones and printer systems throughout the organization. You will provide phone and in person support for both on-site, remote and customer resources. 

About the ROLE

Each day at AssuranceAmerica is different, but as Support Engineer in Information Technology, you will:

• Support associates and outside agents as needed for problem resolution of desktop, laptop, phone and printer technical issues.  Effectively solve support problems in the required time frame and follow up on unresolved calls daily until completed.
• Maintain a high level of customer service. Utilize ticketing software to track IT support needs and capture problems and solutions for reference as well as training needs. Proactively communicate to end user’s information on possible company-wide support issues, providing estimated time of resolution.
• Sets up and deploy PCs and peripherals according to the departmental needs utilizing company defined standards.  Deliver and perform setup and deprovisioning for Associates.
• Participate in projects relating to special needs (i.e. moves, transfers, reorganization, etc.) Works with a cross-functional team to assist in the implementation of information technology.  Assists in training of associates when required and developing producing training materials.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.

Software/ Technical Abilities

• Microsoft Windows, All supported versions
• Microsoft Office 365, All supported versions
• Remote Administration Utilities
• Desktop antivirus/antimalware software
• PC setup and configuration
• Strong Phone skills
• Experience with Active Directory, DHCP, DNS, server roles and services.
• Active Directory User Setup and Management
• Asset management
• Network LAN/WAN experience: TCP/IP/Subnet. VLAN
• Azure Cloud experience a plus

About YOU

• Bachelor’s degree in Information Systems or related field or experience commensurate with four-year college degree.
• A minimum of 2 years’ experience in a Help Desk role demonstrating the ability to work in most aspects of Help Desk support in accordance with acceptable practices and standards.
• Any technical certifications or training in personal computer hardware/software are highly desirable.
• Communication and analytical ability at a level to interact with associates, managers, agents and vendors.
• Possess strong customer service and communication skills.
• Must possess strong interpersonal skills. 
• Must be able to meet deadlines and demonstrate strong time management skills.
• Ability to manage multiple priorities for multiple managers or department staff and work independently. 
• Must demonstrate ability to interact with a wide range of users having different levels of computer expertise. 
• Must meet company guidelines for attendance and punctuality

About US

• We are direct, results-driven, and dedicated to the success of our business and each other.
• We are a diverse group of thinkers and doers.
• We offer many opportunities to grow in your professional skills and career.
• We fight homelessness by directing 5% of our earnings from each policy we sell to organizations that help those in need. We call it our Generous Policy.

WHAT WE OFFER

• AssuranceAmerica provides these benefits to Associates:
  • Premium healthcare plans: All full-time Associates and part-time Associates working a regular schedule of 30 hours, or more, are eligible for day one benefits including Medical, Dental, Vision, Voluntary Life, Flexible Spending Accounts, and a Health Savings Account.
  • Employer Paid Benefits: We enroll all eligible Associates in Group Life and AD&D Insurance, Short- and Long-Term Disability Plans, Employee Assistance Program, Travel Assist, and the Benefit Resource Card which includes Teladoc™, Pet Insurance and Health Advocate.
• Additional Benefits:
  • 401(k) Employer Match: We want to help you prepare for the future, now. All full-time and part-time Associates over age 21 are eligible to participate in the 401(k) Savings Plan. AssuranceAmerica will match 100% of the first 4% of an Associate’s contributions.
  • Engagement Events. We make time for fun activities that strengthen Associate relationships in all our locations.
  • Annual Learning Credit: Want to learn something new? We'll reimburse you for approved educational assistance.  
• Time Off:
  • Paid Time Off (PTO), Parental Leave Pay, Volunteer Time Off (VTO), Bereavement Pay, Military Leave Pay, and Jury Duty Pay.