Infrastructure Analyst
Infrastructure Analyst
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
RenaissanceRe is a leading writer of Property & Casualty Reinsurance. For over 25 years we have helped customers and communities recover and build resilience through our industry-leading ability to understand risk source efficient capital and rapidly pay claims.
Our global team shares a passion for solving our customers biggest problems through a collaborative and entrepreneurial culture that empowers employees and rewards creative thinking.
About the Position
Reporting directly to the IT Lead - IT Services the EUC Support Analyst Level 3 will be based in our London office. with select travel to other RenRe offices (Australia Bermuda Ireland UK US Switzerland). This role is part of our global IT support function and is responsible for providing first to third-line technical support to end users across the organization. The successful candidate will play a key role in ensuring a seamless and responsive IT experience for our employees.
Key Relationships
Reports to: IT Lead - IT Services/ AVP IT Services Delivery Manager
Key Stakeholders: Internal end users Remote end users IT Security Operations and IT Infrastructure.
Key Partners: Global IT support teams third-party vendors and service providers
Key Responsibilities
Serve as the first point of contact for medium-high-level end-user IT support via phone email and ticketing systems
Troubleshoot and resolve complex technical issues including performance tuning and advanced system optimization.
Provide advanced support for Windows 10/11 Mac OS X Microsoft 365 enterprise applications utilities and server OS environments.
Perform hardware diagnostics and repair including desktops laptops mobile devices printers peripherals and server hardware.
Conduct endpoint LAN/WAN troubleshooting and provide smart hands support in collaboration with the networking team.
Manage user accounts including advanced permissions access control provisioning and group management (Active Directory Exchange Azure AD).
Utilize remote support tools such as SCCM Patch My PC Altiris SMA Intune and Beyond Trust (Bomgar) for efficient issue resolution.
Monitor systems analyse alerts and escalate appropriately; perform advanced analysis of system alerts.
Document incidents resolutions and detailed troubleshooting records; contribute to and steward the IT knowledge base.
Create and maintain training documentation; provide expert user support and training on systems and applications.
Support Mac & Windows device deployment and management including enrolment configuration and lifecycle maintenance.
Ensure Mac & Windows security compliance in line with corporate policies and industry best practices.
Ensure compliance with internal policies and security standards including Mac security and Apple Business Essentials administration.
Follow and contribute to ITSM and HAM process improvements.
Collaborate cross-functionally with the Global EUC Team Infrastructure Engineering Application Support Team and other stakeholders.
Participate as a technical resource in incident response disaster recovery and testing activities.
Provide on-call support queue monitoring including basic technical support and issue resolution while communicating with the on-call team.
Participate in a rotation with other level 3 & 4 analysts for scheduled server patching maintenance windows.
Identify remediate and document IT vulnerabilities; manage patch deployment conduct scans and report to stakeholders.
Candidate Qualifications:
Required:
35 years of experience in a technical support or helpdesk environment.
Proficiency in supporting Windows and Mac OS X operating systems.
Experience with Windows & Mac device deployment management and security compliance.
Familiarity with Microsoft 365 Active Directory and basic networking concepts.
Experience using SCCM Patch My PC or Altiris SMA for software deployment and patch management.
Strong communication and customer service skills.
Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
A relevant IT certification (e.g. CompTIA A ITIL Foundation) is a plus.
Preferred:
Experience with ITSM tools (e.g. ServiceNow Jira Service Desk).
Exposure to mobile device management (MDM) platforms.
Familiarity with Apple Business Essentials.
Basic scripting knowledge (e.g. PowerShell) is a bonus.
We believe that meeting these requirements will position you for success in the role. However if you fulfil most but not all of the expectations we still encourage you to apply as we are eager to explore your potential and believe in the ability to grow and learn.
At RenaissanceRe we believe in creating a workplace culture that fosters diversity equity and inclusion throughout our business. We have a zero-tolerance policy for harassment and discrimination and take proactive steps to make employees feel valued and empowered to contribute to our collective success. It is RenRes policy to ensure equal employment opportunity without discrimination or harassment based on race colour religion sex (including pregnancy childbirth or related medical conditions) sexual orientation gender identity or
expression age disability national origin marital or domestic/ civil partnership status genetic information citizenship status uniformed service member or veteran status or any other characteristic protected by law.
Our people are our most valuable resource and core to our success. This is a fast-paced business environment demanding a strong work ethic and a results-oriented approach. We offer competitive compensation and benefits a comprehensive talent development program and a reward system in which employees share in the success of the company. We are an engaged member of the communities in which we live and work and have a locally-led giving philosophy with generous employee matching program global and local community grants and employee volunteerism.
We seek diversity create equity and practice inclusion. Our people are at the heart of everything we do. We are an equal opportunity employer. We provide equal opportunity to all qualified individuals regardless of race color religion national origin sex sexual orientation gender identity marital status pregnancy disability military status or other legally protected categories.
Required Experience:
IC
Employment Type
Full-Time
