Experience:
1-3 years of experience
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Employment Type:
Full time
Posted:
7/19/2017
Job Category:
Information Services
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Technology Support Associate I
Capital Group | San Francisco, California
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Job Description

Req ID:  11882
Experience Level: Professional 
Other Location(s): N/A   

Come grow with us

At Capital Group, how we work is defined by shared values that include absolute integrity, respect and collaboration. But it’s more than that. It’s smart and highly driven people united in purpose to serve our investors and one another.

Bring your energy and unique perspective to Capital and you’ll have the opportunity to grow with us professionally, personally, and financially. You’ll be part of a team that genuinely cares about helping you succeed. You’ll work alongside talented colleagues, many of whom build long careers while progressing through multiple roles, establishing lifelong friendships and making a difference in our communities. In return for your contributions, you’ll receive premier compensation and benefits, and a company-funded retirement plan that ranks among the most generous.

 

The Technology Support Associate provides desktop support for several business units within Capital Group. The role of Technology Associate Support Associate Level I will be to provide 1st and 2nd level support to the business units located in the San Francisco office. Technology Support Associates install, configure, troubleshoots, maintains, and supports technology and office systems, and assists with the automation of tasks. Additionally, the Technology Support Associate keeps abreast of new technologies and works with other teams to implement new hardware and software into our environment. 
 
Responsibilities: 
  • Monitors support queue and performs troubleshooting and resolution for simple to moderately complex issues, ensuring reported incidents are resolved quickly and effectively in accordance with service level agreements.
  • Communicates with users to keep them apprised of the status related to incident and request resolution.
  • Partners with relevant second and third level technology teams to ensure current and future client needs are addressed.
  • Documents, within the incident management system, any actions taken and solutions provided to ensure consistency of experience and troubleshooting techniques.
  • Identifies outdated or inaccurate information within the knowledge base to be updated.
  • Consults with business clients to ensure technology and office systems are meeting local needs and coordinates their acquisition and implementation.
  • Interacts with supported business units to gain an understanding of technical requirements and specific workflows in order to act as a business unit advocate and communicate their technical requirements to the Engineering and business systems teams.
  • Partners with Lifecycle Management, Service Operations, Research, and Engineering teams to understand equipment and software standards, acquisition processes, and new technologies.
  • Performs asset management and lifecycle processes per established guidelines, ensuring timely delivery and installation of approved hardware and software. Sets appropriate expectations for clients regarding the implementation of new hardware and software.
  • Researches and pursues relevant training opportunities to ensure a broad awareness of current and emerging technical solutions. Participates in projects involving new technology evaluation, testing, and integration.
 
Qualifications:
  • 1-3 Years of demonstrated experience providing end-user support in a networked environment 
  • Proficient knowledge of Windows 7, Windows 10, Outlook/Exchange, Market Data Services applications and Microsoft applications, Remedy/Service Now, Cisco Systems VPN, Cisco Any Connect, Net Support, Support Manager as well as other technology such as iOS and Androids.  
  • Excellent communication and interpersonal skills 
  • Strong commitment to working as a team and providing excellent customer service
  • Knowledge in financial services and computer technology 
  • Computer training skills and exposure to investment systems preferred 
  • Bachelor's degree in business or technology is highly desired

 

Company Overview:
Founded in 1931, Capital Group is one of the world’s largest and most trusted investment management companies and home to the American Funds. We manage more than US$1.39 trillion in assets, and our 7,500 associates make our clients their first priority every day. When we do our job right, millions of investors around the world fulfill their dreams and financial goals, from home ownership and higher education, to a comfortable retirement. Our long-term investment results and outstanding service set us apart from our competitors, while our workplace sets us apart from other employers. 
 
We are an equal opportunity employer, which means we comply with all federal, state and local laws that prohibit discrimination when making all decisions about employment. As equal opportunity employers, our policies prohibit unlawful discrimination on the basis of race, religion, color, national origin, ancestry, sex (including gender and gender identity), pregnancy, childbirth and related medical conditions, age, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, citizenship status, AIDS/HIV status, political activities or affiliations, military or veteran status, status as a victim of domestic violence, assault or stalking or any other characteristic protected by federal, state or local law. 

About Capital Group

Internet Capital Group, Inc. (ICG) is focused on acquiring and building Internet software and services companies. During the year ended December 31, 2008, the Company hold ownership interests in 14 companies that are considered to be the partner companies. The results for the operation of the partner companies are reported in two business segments: the core reporting segment and the other holdings reporting segment. The core reporting segment includes those partner companies in which ICG's management takes a role in providing direction and management assistance. The other holdings reporting segment includes partner companies over which the Company have less influence, because they are public companies and/or have a relatively small ownership stake in those partner companies. (Source: 10-K)

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