EUC Onsite Support Specialist

This is your opportunity to join AXIS Capital – a trusted global provider of specialty lines insurance and reinsurance. We stand apart for our outstanding client service, intelligent risk taking and superior risk adjusted returns for our shareholders. We also proudly maintain an entrepreneurial, disciplined and ethical corporate culture. As a member of AXIS, you join a team that is among the best in the industry.

At AXIS, we believe that we are only as strong as our people. We strive to create an inclusive and welcoming culture where employees of all backgrounds and from all walks of life feel comfortable and empowered to be themselves. This means that we bring our whole selves to work.

All qualified applicants will receive consideration for employment without regard to any protected characteristic, including age, color, disability, ethnicity, gender identity, marital status, national origin, pregnancy, race, religion, sex, sexual orientation, veteran status, or any basis prohibited by the laws that govern its operations.

How does this role contribute to our collective success?

We are looking for a highly service-oriented, technically capable onsite support professional to join our End User Computing team as an End User Support Specialist. In this role, you will ensure that business partners receive the technology support they need to maximize productivity, whether working onsite or remotely. You will work closely with Infrastructure teams and strategic support partners to help deliver a consistent, high-quality support experience, resolve technical issues efficiently, and identify opportunities to improve the end user technology experience. The successful candidate will bring strong troubleshooting skills, broad technical knowledge, excellent communication, and a proactive approach to supporting business users.

What will you do in this role?

• Provide high-quality onsite and remote end user support to business partners across AXIS.

• Serve as a first point of contact for incidents and service requests, taking end-to-end ownership through to resolution.

• Resolve hardware, software, collaboration, and mobile technology issues in a timely and professional manner.

• Monitor end user experience and support performance, identifying trends and driving corrective actions where needed.

• Communicate technology changes, enhancements, and best practices to end users to help improve productivity.

• Work closely with broader Infrastructure teams and suppliers to escalate and remediate systemic issues.

• Carry out periodic assessments of user technology solutions to ensure devices and services are functioning effectively and are properly maintained.

• Perform needs analysis with business users to identify evolving requirements that can be addressed through technology.

• Track requests and incidents through to completion, ensuring service levels and user satisfaction expectations are met.

• Contribute to a strong service-oriented culture and help drive continuous improvement across End User Services.

• You may also be required to take on additional duties, responsibilities and activities appropriate to the nature of this role.

About You:

We encourage you to bring your own experience and expertise to the table, so while there are some qualifications and experiences we need you to have, we are open to discussing how your individual knowledge may help you succeed in this role and contribute to our goals.

What you need to have:

• 2+ years of experience in end user computing or IT support related roles.

• Proven experience supporting end users in a corporate environment.

• Excellent communication and customer service skills.

• Ability to influence a broad set of technology teams to address support and service issues effectively.

• Experience supporting Microsoft platforms including Windows 11, Microsoft 365, SharePoint, Exchange, and Intune.

• Experience supporting collaboration technologies such as Cisco Webex and Jabber.

• Experience supporting iOS mobile devices.

• Ability to diagnose and resolve common end user technology issues at break-fix level.

• Excellent organizational, time management, and incident handling skills.

• A strong service-oriented mindset.

What we prefer you to have:

• Good knowledge of Apple products, particularly iPad and iPhone.

• Strong working knowledge of TCP/IP, DNS, DHCP, FTP, and HTTP.

• Solid understanding of wired and wireless network environments.

• Experience supporting technologies such as Active Directory, Entra ID, Zscaler, Anti-Virus, and W365.

• ITIL certification or similar service management accreditation.

• Experience with Cisco telephony, Webex, and enterprise helpdesk platforms such as ServiceNow or Remedy.

Role Factors:

In this role, you will typically be required to:

• Work physically from an office as required to provide hands-on end user support.

• Provide onsite, remote, and occasional out-of-hours support depending on business needs.

• Travel locally between office locations when required to support users and technology services.

• Lift and move end user technology equipment where appropriate.

What we offer:

For this position, we currently expect to offer a base salary in the range of $60,000 - $80,000 CAD (Halifax, Nova Scotia). Your salary offer will be based on an assessment of a variety of factors including your specific experience and work location.

In addition, you will be offered competitive target incentive compensation, with awards based on overall corporate and individual performance. On top of this, you will be eligible for a comprehensive and competitive benefits package which includes medical plans for you and your family, health and wellness programs, retirement plans, tuition reimbursement, paid vacation, and much more.

This posting is for an existing vacancy.