Technology Support Analyst III (Tier 3)

About the role

Capital Group is hiring a Technology Support Analyst III to provide senior technical support for its end-user technology. The role combines advanced troubleshooting, escalation support, proactive service improvement, major incident participation and global partnership, applying technical expertise, automation and approved advanced AI capabilities to resolve complex issues and support consistent global service delivery.

Key responsibilities

• Provide senior-level virtual and in-person support for Capital Group associates, acting as escalation point for Level 1 and Level 2 support on complex hardware, software, connectivity and service issues.
• Take part in Incident and Request processes, review queues, dashboards and alerts, and help meet differentiated service levels and SLAs.
• Contribute to major incidents: impact identification, triage, troubleshooting, escalation coordination, workaround validation, user communication and post-incident knowledge capture.
• Maintain high-quality ticket documentation and take part in ticket, call and chat quality assurance.
• Create and maintain technology SOPs, end-user knowledge and technical knowledge base articles.
• Use approved support tools, automation, dashboards, alerts and advanced AI capabilities while following data handling, security and compliance requirements.
• Act as backup for wider infrastructure activities and build global partnerships by sharing local insights and improving global processes.
• Participate in, and may lead, simple to medium-complexity projects, team meetings, training and improvement activities.
• Advanced Tier 3 duties include leading technical investigations and root cause analysis, helping establish hardware and performance baselines and dashboards, assisting Level 4 teams in building automation, assessing new hardware and keeping up with emerging technologies.

Required profile

• Strong troubleshooting and analytical skills, able to resolve advanced issues, guide junior associates and manage multiple priorities.
• Deep understanding of support tools such as remote assistance, diagnostic software, IT service management, digital user experience, automation, dashboards and alerting.
• Ability to use approved advanced AI and automation responsibly, validating outputs and following security, privacy and compliance requirements.
• Strong verbal and written communication, active listening and knowledge transfer.
• Ability to collaborate across Technology Support Services, infrastructure, engineering, product, operations, managed service providers and partner teams in a fast-paced environment.

Required skills

• Proficient to advanced knowledge of Windows, macOS, mobile and tablet operating systems, including building, configuring and troubleshooting them.
• Proficient to advanced knowledge of hardware, software, applications, endpoint connectivity and network fundamentals.
• Understanding of security principles relevant to end-user support: endpoint protection, authentication, access controls, firewalls, encryption and secure configuration.

What we offer

• Competitive salary, annual performance bonus, annual profitability bonus and a retirement plan with a 15% company contribution.
• Time away and health benefits from day one, with flexible work options.
• 2-for-1 matching gifts for charitable contributions and access to professional development resources.