Global End User Support Analyst II

The End User Support L1 Analyst II is responsible for providing frontline technical support to end users at Duck Creek Technologies. This role ensures the seamless operation of IT services by troubleshooting issues, documenting solutions, and collaborating with internal teams to resolve technical inquiries. The analyst applies company policies and procedures to address a variety of technical challenges and contributes to continuous service improvements. This is a non-managerial role that requires strong analytical skills, problem-solving capabilities, and effective communication with stakeholders.

• Provide first-level technical support to end users via phone, email, and chat.
• Troubleshoot software, hardware, and network issues, ensuring timely resolution.
• Document technical problems and resolutions in the ticketing system.
• Collaborate with IT and Security teams to escalate and resolve complex issues.
• Maintain and update knowledge base articles, user documentation, and FAQs.
• Monitor and track service desk metrics to assess performance against SLAs.
• Assist in the implementation and improvement of IT support processes and tools.
• Perform root cause analysis on recurring technical issues to prevent future occurrences.
• Support end-user device management, including provisioning, configuration, and troubleshooting.
• Conduct user training and onboarding sessions related to IT tools and best practices.
• Participate in IT projects involving system updates, rollouts, and process optimizations.
• Ensure compliance with IT policies, security guidelines, and best practices.
• Partner with Facilities Operations and the local managed office services provider to resolve Facilities and IT issues.
• Coordinate with Facilities, HR, and local leadership to support employee onboarding/offboarding, office access, and visitor technology needs.
• Use AI platforms, tools, and technologies to troubleshoot and resolve issues, and recommend or build self-service solutions for common user problems.

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 1-3 years of experience in a technical support or help desk role.
• Experience with ticketing systems and remote support tools.

Preferred Education and Experience

• Certification in ITIL or a similar IT service management framework.
• Experience working in the software industry, particularly within SaaS environments.
• Exposure to Active Directory, Microsoft 365, and cloud-based enterprise applications.

Skills, Knowledge, Abilities, and Behaviors

• Strong analytical and problem-solving skills.
• Excellent verbal and written communication abilities.
• Proficient in troubleshooting software, hardware, and network issues.
• Familiarity with Windows and Mac operating systems.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong customer service orientation with a focus on user satisfaction.
• Ability to work both independently and collaboratively within a team.
• High attention to detail and a methodical approach to issue resolution.
• Strong organizational skills, with the ability to document processes and solutions clearly.
• Knowledge of incident management processes and best practices.
• Ability to adapt quickly to new technologies and evolving IT environments.
• Experience using enterprise collaboration tools such as Teams, Slack, or Zoom.
• Knowledge of cybersecurity best practices related to end-user support.
• Ability to follow standard operating procedures and contribute to process improvements.
• Strong interpersonal skills for effective collaboration across departments.

Other Requirements:

• Travel: 10-25%
• Work Authorization: Legally authorized to work in the country of the job location.

Duck Creek Technologies is the intelligent solutions provider defining the future of the property and casualty (P&C) and general insurance industry. We are the platform upon which modern insurance systems are built, enabling the industry to capitalize on the power of the cloud to run agile, intelligent, and evergreen operations. Our modern SaaS solutions help insurers set a new standard and revolutionize how consumers interact with insurance companies.

Authenticity, purpose, and transparency are core to Duck Creek, and we believe insurance should be there for individuals and businesses when, where, and how they need it most. Our market-leading solutions are available on a standalone basis or as a full suite, and all are available via Duck Creek OnDemand. With more than 1,000 successful implementations to date, Duck Creek removes the IT burden for insurers so they can focus on the business of insurance.

We have a flock of more than 1,700 employees across the globe and are proud to be a Flexible-First employer. We empower our employees with the choice to work from an office, from home, or on a hybrid schedule. Our flexible-first environment fosters productivity, inclusion, collaboration, and ensures a consistent employee experience regardless of location.

If working in a fast-paced, rapidly evolving company that is transforming one of the world’s oldest and largest industries sounds exciting, let us know. We are excited you are considering Duck Creek as a future employer and hope you decide to join “The Flock”!