Technology Support Analyst III
Core
Provides senior technical support for Capital Group's end-user technology, resolving complex hardware, software, and connectivity issues while improving service quality and infrastructure activities.
Role type
Senior IC technology support analyst (Tier 3 escalation)
Builds
Consistent global service delivery, knowledge base articles, SOPs, and automation for end-user technology
Domain
Financial services / IT support
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Advanced troubleshooting, incident management, root cause analysis, automation, knowledge base creation, security-aware troubleshooting, stakeholder communication
Preferred skills
Project leadership, emerging technology assessment, global partnership building
Technologies
Windows, macOS, mobile OS, IT service management tools, remote assistance software, dashboards, alerting tools
Responsibilities
Escalate and resolve complex Level 1/2 issues, participate in major incidents, create technical SOPs and knowledge articles, build automation for proactive resolution, assess new hardware for risk, lead simple to medium-complexity projects
Seniority
Senior, hands-on IC