Senior Technical Analyst supporting Property & Casualty IT organization at Great American Insurance Group. Collaborating with underwriting and operations teams to translate complex business needs into effective technology solutions.
About the role
- L2 Support Engineer providing senior-level technical support for regulatory technology systems at CUBE. Resolving incidents in hardware, software, server, and network environments.
Responsibilities
- Provide senior-level L2 support for troubleshooting and resolving incidents across hardware, software, server, and network environments.
- Ensure support tickets are tracked, prioritized, and resolved within agreed SLAs, maintaining high customer satisfaction.
- Monitor the performance and stability of systems, addressing performance issues before they impact operations.
- Work closely with L1, L3, and infrastructure teams to escalate and resolve advanced technical problems.
- Perform routine maintenance including patch management, updates, backups, and system optimizations.
- Support the deployment and implementation of new systems, tools, and technologies.
- Create and update technical documentation, including standard operating procedures and troubleshooting guides.
- Participate in the on-call rotation to ensure 24/7 coverage for mission-critical environments.
- Contribute to continuous improvement by identifying recurring issues and working on root cause analysis and permanent fixes.
Requirements
- Minimum 4 years of experience in IT technical support roles, including at least 1 year in a dedicated L2 support or leadership capacity.
- Strong technical knowledge of Windows and Linux operating systems.
- Solid understanding of network protocols (TCP/IP, DNS, DHCP) and basic networking concepts.
- Hands-on experience with virtualization tools such as VMware.
- Exposure to cloud environments such as AWS or Microsoft Azure.
- Scripting skills in PowerShell and/or Python for automation and task efficiency.
- Familiarity with system monitoring tools (e.g., Nagios, New Relic) and alert handling best practices.
- Understanding of ITIL principles and practices, particularly in incident and problem management.
- Strong diagnostic and analytical thinking, with the ability to remain calm and effective under pressure.
- Excellent communication and interpersonal skills to work collaboratively across teams and with stakeholders.
Benefits
- CUBE is an equal opportunity employer.
- We celebrate diversity and are committed to creating an inclusive environment for all employees.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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