About Company
Manulife Financial is a leading international financial services group that helps people make their most important financial decisions. Operating as John Hancock in the United States and Manulife elsewhere, we provide financial advice, insurance, and wealth and asset management solutions for individuals, groups, and institutions. With a history spanning over 135 years, we are dedicated to helping our customers achieve their dreams and aspirations. Our commitment to innovation, customer-centricity, and a diverse, inclusive workplace makes Manulife a dynamic environment where employees can thrive, grow, and make a real impact. Join a global team that values collaboration, integrity, and a pioneering spirit, all while supporting millions of customers worldwide.
Job Description
Are you a problem-solver with a passion for technology and a commitment to exceptional customer service? Manulife Financial is seeking a dedicated and skilled IT Support Specialist to join our remote team, based out of Fishers, Indiana. In this crucial Work From Home role, you will be the first point of contact for our employees, providing essential technical assistance and ensuring the smooth operation of our IT infrastructure. You’ll troubleshoot hardware, software, network, and system issues, utilizing your expertise to resolve technical challenges promptly and efficiently. This position requires strong diagnostic abilities, a customer-focused approach, and the ability to work independently in a remote setting. If you are eager to contribute to a leading financial services organization, enhance your technical skills, and deliver outstanding support within a flexible work environment, we encourage you to apply. This role offers the opportunity to contribute significantly to our operational efficiency and employee satisfaction, while being an integral part of our global technology team.
Key Responsibilities
- Provide first-line technical support to employees via phone, email, and chat, addressing hardware, software, network, and system issues.
- Diagnose and resolve technical problems efficiently, escalating complex issues to appropriate internal teams when necessary.
- Install, configure, and troubleshoot desktop computers, laptops, peripherals, and software applications.
- Manage user accounts, permissions, and access rights in various systems, including Active Directory.
- Document all support interactions, resolutions, and solutions in the IT service management system.
- Educate users on best practices for technology usage and security protocols.
- Participate in IT projects, including system upgrades, migrations, and deployments, as required.
- Maintain up-to-date knowledge of current and emerging technologies relevant to the organization.
- Adhere to company IT policies, procedures, and security standards.
- Ensure high levels of customer satisfaction through professional and courteous service.
Required Skills
- Minimum of 2 years of experience in IT helpdesk or technical support roles.
- Strong proficiency in troubleshooting Windows operating systems (Windows 10/11) and macOS.
- Experience with Microsoft 365 suite (Outlook, Word, Excel, PowerPoint, Teams).
- Familiarity with remote desktop tools and VPN technologies.
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
- Excellent communication and interpersonal skills, both written and verbal.
- Strong problem-solving and analytical abilities.
- Ability to work independently and manage time effectively in a remote work environment.
- Demonstrated commitment to customer service excellence.
Preferred Qualifications
- Associate's or Bachelor's degree in Information Technology, Computer Science, or related field.
- CompTIA A+, Network+, or Microsoft Certified Professional (MCP) certifications.
- Experience with IT service management (ITSM) software (e.g., ServiceNow, Jira Service Desk).
- Familiarity with Active Directory and Group Policy management.
- Experience supporting mobile devices (iOS, Android).
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- Retirement savings plan with company match.
- Generous paid time off and holidays.
- Opportunities for professional development and career advancement.
- Employee assistance program.
- Flexible work-from-home schedule.
- Technology allowance for home office setup.
- Access to a global network of colleagues and resources.
How to Apply
Interested candidates are encouraged to apply by clicking the application link below. Please ensure your resume highlights your relevant IT support experience and your ability to thrive in a remote work setting. We look forward to reviewing your application and exploring how your skills can contribute to the Manulife Financial team.