Level II Technical Support Analyst

Description

Job Summary: We are seeking a passionate Level II Technical Support Analyst who thrives on solving complex technical challenges and ensuring uninterrupted IT operations, providing support for enterprise applications and virtualized environments. Key Highlights: 1. Level 2 technical support for applications and infrastructure 2. Management of virtualized environments (VMware, Hyper-V, Citrix) 3. Incident resolution on contact center platforms such as Genesys **Introduction** Welcome to Gallagher—a global community of people who bring bold ideas, deep expertise, and a shared commitment to doing the right thing. We help our clients navigate complexity with confidence, empowering businesses, communities, and individuals to thrive. At Gallagher, you’ll find more than a job—you’ll discover a culture rooted in trust, driven by collaboration, and sustained by the belief that we’re better together. Whether you join us in a client-facing role, in our brokerage division, in our benefits and human resources consulting division, or as part of our corporate team, you’ll have the opportunity to grow your career, make an impact, and be part of something bigger. Experience a workplace where you’re encouraged to be yourself, supported to succeed, and inspired to keep learning. That’s living the Gallagher Way. **Description** Are you passionate about solving complex technical challenges and ensuring uninterrupted IT operations? As a Level II Technical Support Analyst, you will play a key role in supporting enterprise applications, virtualized environments, and end-user services within our Global Center of Excellence (GCOE). Your expertise will ensure service continuity and adherence to Service Level Agreements (SLAs), contributing to the success of our global operations. **How You’ll Make an Impact** * Provide Level 2 technical support for applications and infrastructure. * Serve as the escalation point for complex incidents and requests. * Administer and support virtualized environments (VMware, Hyper-V, Citrix). * Manage and resolve incidents on contact center platforms such as Genesys. * IVR, ACD, and queue configuration * VoIP, SIP, and network troubleshooting * Ensure compliance with SLAs (Service Level Agreements). * Generate and analyze service desk reports and metrics. * Maintain up-to-date technical documentation and knowledge base. * Collaborate with global IT teams and vendors. **About You** We seek technology-passionate individuals with strong collaboration skills across diverse teams and the ability to solve complex problems. You will bring: * Technical expertise in virtualization (VMware, Hyper-V), Citrix environments, and VoIP systems. * Experience in Level 2 IT support, especially on contact center platforms such as Genesys, Cisco, or Avaya. * Knowledge of networking (VLAN, VPN, Quality of Service) and voice protocols (SIP, RTP). * Experience in data analysis (Excel, SQL, or similar tools). * Familiarity with ITIL frameworks, SLA management, and monitoring tools. * Analytical skills to identify and resolve technical issues. * Effective communication skills for working with global teams and clients. * Upper-intermediate English (B2) for collaboration in an international environment. * A professional degree in Systems Engineering, Telecommunications, Electronics, or related fields. Preferred qualifications include: * Certifications in ITIL, Microsoft, Citrix, or VMware. * Experience with cloud platforms such as Azure, AWS, or OCI. * A strong interest in learning and adapting to emerging technologies.