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Hiring companyDuck Creek Technologies
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End User Support L1 Analyst II
Mumbai, India Full-time
About the role
Duck Creek Technologies is an intelligent solutions provider defining the future of the property and casualty (P&C) insurance industry through a modern SaaS platform. The End User Support L1 Analyst II provides frontline technical support to end users, troubleshooting software, hardware, and network issues while documenting solutions and collaborating with internal teams to ensure seamless IT service operations. Based in Mumbai, India, this role is aligned to a specific location with expectations to reside nearby and participate in in-person collaboration, with work arrangements that may begin remotely and transition to a hybrid model.
What you’ll do
- 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
- Perform root cause analysis on recurring technical issues to prevent future occurrences
- Use AI platforms, tools, and technologies to troubleshoot and resolve issues, and recommend or build self-service solutions for common user problems
What you’ll bring
- 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
- 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
- Strong customer service orientation with a focus on user satisfaction
Nice to have
- 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
Ticketing systemsRemote support toolsWindows and Mac OSIncident managementEnterprise collaboration toolsCybersecurity best practicesRoot cause analysisAI platforms and tools
Education
Bachelor’s degree in Information Technology, Computer Science, or a related field.