Technology Support Senior Analyst

As a Technology Support Analyst II, you play an important role in delivering high-quality end-user support experience to our associates at Capital Group. In this role, you provide day-to-day technical support by resolving hardware, software, mobile, and connectivity issues, communicating clearly with users, and helping ensure smooth technology experience in the office and remotely. You manage incidents and service requests, follow established support processes, and escalate more complex or high-risk issues when needed.

In this role, you resolve common to moderately complex technical issues while monitoring support queues and maintaining service level expectations. You document your work accurately, contribute to knowledge articles, support standard meeting and AV setups, and provide remote and in-person assistance for associates. You also partner with teammates and cross-functional groups to improve support processes, maintain asset management standards, and deliver reliable service across the Abu Dhabi office.

Job Overview:

• You provide reliable front-line support within Technology Support Services, troubleshooting hardware, software, and connectivity issues and escalating when appropriate.
• You have a problem-solving mindset and work closely with teammates, engineers, and vendors to resolve issues and deliver a smooth end-user experience.
• You monitor support queues and follow team processes to ensure incidents and requests are handled efficiently and within service expectations.
• You support standard technology solutions and help identify opportunities to reduce recurring user issues through process improvement.
• You identify recurring problems and share trends with senior team members to support problem management and long-term fixes.
• You contribute to knowledge sharing by documenting fixes, updating SOPs and improving support articles.
• You communicate clearly with associates and teammates, providing updates, guidance, and professional support experience.
• You support hardware setup, deployment, and replacement activities in line with approved standards and business needs.
• You stay current on support tools, processes, and technologies to deliver consistent and effective IT support.
• You provide responsive support for associates, ensuring devices, applications, and meeting technology are set up and working effectively.
• You help users with standard office, remote, and mobile technology needs by following support procedures and delivering clear guidance.
• You support meeting room and AV technology to help ensure successful internal meetings and business events.

Required:

• You have 8+ years of experience supporting end users in an enterprise organization, with strong working knowledge of Windows, macOS, mobile devices, and common productivity tools.
• You have experience using ServiceNow or similar IT service management tools to manage incidents, requests, and support workflows.
• You have a solid understanding of basic network and connectivity concepts and how they affect end-user technology.
• You are comfortable using support tools such as remote assistance, diagnostic utilities, ITSM platforms, and standard collaboration technologies.
• Experience with tools such as JAMF, ControlUp, or Microsoft administrative utilities is a plus.
• You demonstrate strong analytical and organizational skills, with the ability to manage multiple support tasks effectively.
• You communicate clearly and professionally, explaining technical solutions in a way that is easy for users to understand.
• This role is based in our Abu Dhabi office, with occasional travel as required.