Infrastructure Analyst

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.Reporting directly to the AVP IT Services and Delivery Manager in London, the Infrastructure Analyst is part of a globally distributed support and operations team, providing 1st & 2nd line support for RNR IT managed platforms across desktop workstations, VDI, telephony, audio visual equipment and server hardware, both locally and to remote branch offices. You will be an articulate, business-focused infrastructure analyst, able to problem solve whilst, and bring with them a genuine interest in technology. The ability to context switch between tasks effectively and prioritize multiple issues at once will be required.The Infrastructure Analyst role is based in the Zurich office with select travel to other RenRe offices (Dublin/London and other locations) as needed. This role is fully office-based position 5 days a week in the office and a member of a schedule on-call rota.

Key Responsibilities

• Respond promptly to user requests for technical assistance. Install and maintain desktop and data centre technology/equipment. This includes installing, configuring, diagnosing, repairing, patching, and upgrading all IT hardware and equipment while ensuring its best performance.
• Use ITSM issue tracking platform to record, track and manage requests through the support lifecycle.
• Drive issues through to resolution and hand off to relevant 2nd and 3rd line staff members when needed.
• Monitor global systems, network links, virtualized platforms, and application health through shared Orion dashboards, resolving operational issues, escalating to Experts when required.
• Provide out-of-hours emergency support in response to important infrastructure issues and urgent user requests, this takes the form of participation in the Global ServiceDesk On-Call rota.
• Creation and deployment of Windows application packages through appropriate packaging tools and Application management platforms (Altiris, Intune).
• Run, on a rota, monthly patch deployments through RNR's existing automated patching framework.
• Perform user training and IT system inductions during staff onboarding and at regular intervals as new systems are deployed and added to the support portfolio.
• Coordinate local data centre operations, including installation and maintenance work with vendors and remote hands support and ensuring appropriate data centre change control processes are followed.
• Work with IT Security staff to ensure all relevant policies are followed, Assist Security team with Vulnerability management and patching.
• Support tactical infrastructure project initiatives, supporting deployments from the through handover from project teams, where needed.
• Always challenge the 'status quo' of RenaissanceRe infrastructure systems and platforms in both tactical and strategic ways, raising the quality of service of delivered platforms and systems.
• Take advantage of opportunities to further develop subject-matter expertise and or/ professional growth; seeks out new information and work assignments that stretch and challenge.
• Identify innovative solutions and improve work process.
• Share relevant information on issues and incidents, and contribute to dialogue with management and peers, ensure high levels of data quality in recording your incidents and changes.
• Provide support to the Application Development teams on infrastructure issues affecting either vendor provided and proprietary software.
• Drive or assist with IT initiatives/projects and objections and delivering this on time and on budget.
• Any other responsibilities relevant to the operational support of infrastructure systems.

Candidate Qualifications:

• A college/university degree in a suitable scientific field (Computer Science, Math, Physics etc.)
• One (or more) Microsoft certification(s) an advantage.
• CCNA or relevant networking experience an advantage.
• 3+ years' experience supporting a multi-vendor environment including Linux /VMWare / Microsoft Products.
• 3+ Years' experience in desktop, infrastructure and server hardware, monitoring and support.
• Experience working with Microsoft suit of applications which include but not limited to MS Operating Systems, including Windows 10,11, Server 2012, 2016, 2019 and newer.
• Demonstrate in-depth knowledge to support the Microsoft suite of applications (Office 365 – Word, Excel, PowerPoint & Outlook) Operational and implementational knowledge of software distribution and patch management platforms such as Symantec Altiris or MS AutoPilot/InTune.
• Experience with Microsoft directory services; Active Directory, Group Policy, DHCP & PowerShell.
• Good experience in one of the following virtualisation platforms: Citrix XenApp/Xen Desktop; VMWare vSphere, ESXi & Horizon View.
• Solid experience in content and collaboration tools such as Office 365, SharePoint, Microsoft Teams and OneDrive.
• Have worked in a detailed environment, paying attention to regulatory and audit requirements & controls.
• Excellent Customer Service, Verbal and Written Communication Skills Skill in automation and scripting experience in a suitable systems programming language (Python, PowerShell, Ruby)

Leadership Competencies & Values:

• Impact:  Sets objectives, delivers results, and implements policies/operational targets with direct impact on the department or individual work outcomes
• Execution: Proactively identifies resources, actions and timelines needed to achieve objectives, effectively balancing tactical pressures with broader implications and downstream impact
• Communication: Shares relevant information in a timely manner with stakeholders and conveys points of view in a way that influences opinions and demonstrates flexibility
• Client and solutions focus:  Identifies process and service opportunities that enhance the external and internal client experience and outcomes
• Innovation:  Stretches self and others to think differently and innovatively, drawing upon multiple sources for ideas and inspiration
• Learning mindset:  Seeks out and explores new assignments, exposure, or challenges in order to enhance technical skills
• Values:  Exemplifies and champions RenaissanceRe’s core values of Focus, Respect, Integrity, Precision, Passion

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.