Technology Specialist

At Everest, 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. We also pride ourselves on having a unique and inclusive culture which is driven by a unified set of values and behaviors. Click here to learn more about our culture. 

• Our Values are the guiding principles that inform our decisions, actions and behaviors. They are an expression of our culture and an integral part of how we work: Talent. Thoughtful assumption of risk. Execution. Efficiency. Humility. Leadership. Collaboration. Diversity, Equity and Inclusion.  

• Our Colleague Behaviors define how we operate and interact with each other no matter our location, level or function: Respect everyone. Pursue better. Lead by example. Own our outcomes. Win together.  

All colleagues are held accountable to upholding and supporting our values and behaviors across the company. This includes day to day interactions with fellow colleagues, and the global communities we serve.  

About the role:

Everest Technology Services is looking for a Desktop Support Technician to join our IT Support team within our International IT Infrastructure organization. The position’s primary focus will be to provide 1st & 2nd Line IT Support for all of the business functions across Latin America and Miami. This is a Customer /User Support role that will build out our IT Support capabilities and maintain the excellent support standards this team provides to the International Everest organization.

This is an international support role that will cover all elements of the ITIL framework support model, working within ServiceNow, Incident management, asset management and Identity and Access management processes that are maturing to enhance the support this team provides to the business. Additionally, the role will ensure the organization has sufficient technology support in line with its continued growth across LATAM.

Responsibilities include but not limited to:

• Provide first and second line support to all users located within Everest’s LATAM Region, Supporting the reinsurance & Insurance users and business operations functions. When required, to engage with third party application and Hardware support providers for additional support and beyond.
• Liaise and work closely with Group IT to provide additional support to the Everest Global (ServiceNow) Helpdesk.
• To 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 (Email, Network Drives, Printers, iPhone, Remote access). Perform daily Systems procedures and checks.
• In conjunction with Group IT, assist with the support and maintenance of the 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 its door access system and alarm monitoring system.
• Support and maintain Video Conferencing and Meeting Room booking systems/services. Teams/Webex
• Provide support for all aspects of end user hardware including its physical set up 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, e.g. incidents relating to desktop systems, business applications, backup devices and other network devices.
  • 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.

Qualifications, Education & Experience:

• Minimum 3 years’ experience in 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 be able 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.