VIP/Executive IT Support Engineer (onsite Lansing, MI)

<strong>AF Group (Lansing, Mich.) and its subsidiaries are a premier provider of innovative insurance solutions. Insurance policies may be issued by any of the following companies within AF Group: Accident Fund Insurance Company of America, Accident Fund National Insurance Company, Accident Fund General Insurance Company, United Wisconsin Insurance Company, Third Coast Insurance Company, or CompWest Insurance Company.</strong>

Lansing, USA

AF Group

<p class="p1"><strong>AF Group&rsquo;s focused and passionate team uses industry-leading best practices, analytics and resources to manage risk and minimize loss for our policyholders while strengthening businesses with our valued independent agent partners.</strong></p> <p class="p1"><strong>We strive to continuously increase the long-term value of our organization by outperforming our industry peers and fostering a culture of underwriting and claims excellence.</strong></p>

keywords: job description,solutions,what you bring,work environment,support,technical,performance,education,experience,skills


Competitive Compensation and Benefits Package

Overview: <br /> <p>The Executive Care Administrator (ECA) is responsible for all IT Service Management for the Executive staff and supporting resources from receiving the initial call through resolution. Additional responsibilities include technical support in support of Executive meetings, town halls, board meetings, etc. The Executive Care Administrator actively monitor active incidents, requests, changes, and problems that impact end-user experience for the Executive staff. If an incident requires escalation to a level three support team, the ECA will assume the role of Incident Manager, maintaining ownership of the incident and acting as a link between the customer and L3 support specialists; coordinating and facilitating communications and activities between all parties involved in resolving the incident.</p> <p>The qualified candidate coordinates the resolution of technical problems and diagnoses, identifies, isolates, and analyzes problems utilizing historical database records; routes calls to product line specialists; maintains and alerts management and technical support teams to recurring problems and patterns of problems.<br /><br /><br /></p> <p><strong>WORKING CONDITIONS:</strong></p> <p>Work is performed in an office setting. May be exposed to temperatures, which may be cooler than a normal office setting.&nbsp;<em>Hazards</em>: Possible injury in working with electronic equipment. Must follow safety and security procedures. Travel is required.</p>
Responsibilities: <br /> <ul> <li>Acts as subject matter expert for video conference technology and be the point of contact for all related services.</li> <li>Participates in the evaluation, recommendation, testing, design, implementation, and management of solutions that enhance computing support as well as the client-computing infrastructure.</li> <li>Administer existing PC management technologies included in support of Sr executives and their administrative support teams.</li> <li>Working knowledge of Microsoft Office and O365 solutions as well as core apps required for Sr. executive care in relation to boardroom support and conference room services</li> <li>Device Lifecycle and Asset Management of equipment in relation to responsibilities</li> <li>Work with vendor partners to identify end-of-life products.</li> <li>Participate in software evaluation and testing.</li> <li>MAC Support, iOS Support for mobile devices</li> <li>Print/Scan platform support</li> <li>Executive device support and Hardware Deployments</li> <li>On-call for after-hour support</li> <li>Interacts with external vendors to evaluate technology changes, including licensing and contracts, and their impact on the business.</li> <li>AV Support for Conference Room technology (Cisco) in concert with Microsoft Teams</li> </ul>
Requirements: <br /> <p><strong>EDUCATION OR EQUIVALENT EXPERIENCE:</strong></p> <ul> <li>Bachelor&rsquo;s degree in computer science or related field.&nbsp;</li> <li>Combinations of relevant education and work experience may be considered in lieu of a degree.&nbsp;</li> <li>Continuous learning, as defined by AFHI&rsquo;s learning philosophy, is required.&nbsp;</li> <li>Certification or progress toward certification is highly preferred and encouraged.</li> </ul> <br /> <p><strong>EXPERIENCE:</strong></p> <ul> <li>Three to five years of experience supporting personal computers in a multi-site, multi-platform environment as well as telephone support of remote staff.</li> <li>Three years experience with Audio and Video conferencing equipment in a business-level setting. &nbsp;</li> <li>High-touch customer service required and ability to handle on-demand support for Sr. level executives. &nbsp;</li> <li>Experience within the insurance industry preferred.</li> </ul> <br /> <p><strong>SKILLS/KNOWLEDGE/ABILITIES (SKA) REQUIRED:</strong></p> <ul> <li>Excellent, executive interpersonal, communication, and customer service skills.</li> <li>Must be able to demonstrate a strong understanding and working knowledge of computer hardware, including desktops, notebooks, projectors, printers, and other peripherals.</li> <li>Must have excellent troubleshooting and analytical skills</li> <li>Must have good operational analysis and complex problem-solving skills.</li> <li>Extensive knowledge of Microsoft OS software, including installation procedures, security tuning, and configuration management.</li> <li>Basic knowledge of networking fundamentals (WINS/DHCP/DNS) for the purposes of troubleshooting.</li> <li>Project management skills and the ability to work independently.</li> </ul>