Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Troubleshoot and resolve issues with networks, switches, routers, and firewalls.
- Company: Join Ryan Specialty, a diverse and inclusive workplace focused on innovation.
- Benefits: Enjoy a collaborative environment with opportunities for growth and development.
- Why this job: Make a real impact on customer service while enhancing your technical skills.
- Qualifications: Experience in a similar role is preferred; CCNA or CompTIA A+ certification is a plus.
- Other info: Work in London 4 days a week and be part of a supportive team.
The predicted salary is between 28800 - 48000 £ per year.
Position Summary:
The Technical Support Analyst is responsible for troubleshooting and resolving issues with modern networks, switches, routers, firewalls, and wireless technologies. The role ensures continuous improvement of customer service by driving initiatives for increased first-call resolution and implementing enhancements in technical support processes. They maintain accurate documentation, perform ticket reviews, manage the RMA process, and provide subject matter expertise and support across IT departments.
Location:
London – UKManchester – UK
What will your job entail?
Job Responsibilities:
• Troubleshoots modern networks, switches, routers, firewalls, and wireless technologies.
• Provides resolutions to problems, recommend corrective actions for recurring issues, and escalate complex problems to appropriate support tiers when necessary.
• Ensures continuous enhancement of the customer service experience, driving initiatives to increase first-call resolution, and implementing improvements in technical support processes for the company.
• Maintains accurate documentation of technical issues, resolutions, and procedures, and recommendations for preventing future occurrences, contributing to continuous improvement.
• Performs ticket reviews verifying categorization, accurate ticket documentation, and identifies areas for first call resolution.
• Delegates hardware installation, deployment, and/or replacement work to technicians.
• Participates in Disaster Recovery tests and activities and consults with Business Units needing technical guidance and/or requirements.
• Handles the Return Merchandise Authorization (RMA) process and support equipment procurement, ensuring compliance with IT policies and standards.
• Provides subject matter expertise, training, technical assistance, and support to the IT Help Desk, project teams, and other IT departments.
Work Experience and Education:
· Demonstrable experience in a similar role ideally within an insurance organisation but this is not essential. This role does require the successful candidate to be in the London office 4 days per week.
Licenses & Certifications:
· Cisco Certified Network Associate (CCNA), or CompTIA A+ is preferred.
Disclaimer
Ryan Specialty is an Equal Opportunity Employer. We are committed to building and sustaining a diverse workforce throughout the organization.Our vision is an inclusive and equitable workplace where all employees are valued for and evaluated on their performance and contributions. Differences in race, creed, color, religious beliefs, physical or mental capabilities, gender identity or expression,sexual orientation, and many other characteristics bring together varied perspectives and add value to the service we provide our clients, trading partners,and communities.This policy extends to all aspects of our employment practices, including but not limited to, recruiting, hiring, discipline, firing, promoting, transferring, compensation, benefits, training, leaves of absence, and other terms, conditions, and benefits of employment.
#J-18808-Ljbffr
Technical Support Analyst employer: Ryan Specialty
Contact Detail:
Ryan Specialty Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Analyst
✨Tip Number 1
Familiarise yourself with the latest technologies related to networks, switches, routers, and firewalls. Being well-versed in these areas will not only boost your confidence but also demonstrate your commitment to staying updated in a rapidly evolving field.
✨Tip Number 2
Engage with online communities or forums related to technical support and networking. Networking with professionals in the field can provide insights into common challenges and solutions, which you can reference during interviews to showcase your proactive approach.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved customer service or resolved technical issues in previous roles. Highlighting your problem-solving skills and ability to enhance processes will resonate well with the hiring team.
✨Tip Number 4
If you have any relevant certifications like CCNA or CompTIA A+, make sure to mention them during your conversations. These credentials can set you apart from other candidates and show that you have the necessary expertise for the role.
We think you need these skills to ace Technical Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in troubleshooting networks, switches, routers, and firewalls. Use specific examples that demonstrate your problem-solving skills and any initiatives you've driven to improve customer service.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the Technical Support Analyst role. Mention how your background aligns with the responsibilities listed, such as maintaining documentation and performing ticket reviews. Show that you understand the importance of first-call resolution.
Highlight Certifications: If you have certifications like CCNA or CompTIA A+, make sure to prominently feature them in your application. These qualifications are preferred for the role and can set you apart from other candidates.
Showcase Soft Skills: Technical skills are crucial, but don't forget to highlight your soft skills. Emphasise your ability to communicate effectively, work collaboratively with IT departments, and provide training and support to others, as these are key aspects of the job.
How to prepare for a job interview at Ryan Specialty
✨Know Your Technical Stuff
Make sure you're well-versed in troubleshooting modern networks, switches, routers, and firewalls. Brush up on your knowledge of wireless technologies too, as you'll likely be asked to demonstrate your expertise during the interview.
✨Showcase Problem-Solving Skills
Be prepared to discuss specific examples of how you've resolved technical issues in the past. Highlight your ability to recommend corrective actions for recurring problems and how you escalate complex issues when necessary.
✨Emphasise Customer Service
Since the role focuses on enhancing customer service, share experiences where you've improved customer satisfaction or increased first-call resolution rates. This will show that you understand the importance of a great customer experience.
✨Prepare for Documentation Questions
Expect questions about maintaining accurate documentation and performing ticket reviews. Be ready to explain how you ensure thorough documentation of technical issues and resolutions, as this is crucial for continuous improvement.
