Technology Support Analyst II

“I can be myself at work.”

You are more than a job title. We want you to feel comfortable doing great work and bringing your best, authentic self to everything you do. We value your talents, traditions, and uniqueness—and we’re committed to fostering a strong sense of belonging in a respectful workplace.

We intentionally seek diverse perspectives, experiences, and backgrounds, investing in a culture designed to celebrate differences. We believe that belonging leads to better outcomes and a stronger community of associates united by our mission. At Capital, we live our core values every day: Integrity, Client Focus, Diverse Perspectives, Long-Term Thinking, and Community.

“I can influence my income.”

You want to feel recognized at work. Your performance will be reviewed annually, and your compensation will be designed to motivate and reward the value that you provide. You’ll receive a competitive salary, bonuses and benefits. Your company-funded retirement contribution will factor in salary and variable pay, including bonuses.

“I can lead a full life.”

You bring unique goals and interests to your job and your life. Whether you’re raising a family, you’re passionate about where you volunteer, or you want to explore different career paths, we’ll give you the resources that can set you up for success.

• Enjoy generous time-away and health benefits from day one, with the opportunity for flexible work options

• Receive 2-for-1 matching gifts for your charitable contributions and the opportunity to secure annual grants for the organizations you love

• Access on-demand professional development resources that allow you to hone existing skills and learn new ones

Capital Group is establishing its first Middle East office in Abu Dhabi, following the incorporation of a new entity within Abu Dhabi Global Market (ADGM), bringing together our client, investment, and operating groups in what will become our 35th global location. This expansion reflects our long-term commitment to the region, leveraging Abu Dhabi’s strong financial ecosystem and strategic position as a bridge between Europe and Asia-Pacific to better serve clients across fast-growing markets.

Primary responsibilities/essential functions:

• Communicates technical issues and solutions clearly, with a focus on providing an exceptional end user experience. This includes training users on how to properly use CG provided hardware and software.

• Engages in the Incident and Request processes at the mid-career level, aligned to providing differentiated support at all levels. Responsibilities include setting up, configuring, and providing operational support for all technologies supported by Technology Support Services, adhering to policies, established troubleshooting techniques, and best practices from knowledge base articles. Additionally, assists more experienced team members with troubleshooting and identification of common issues.

• Responsible for resolution of more complex technical issues assigned, through user walk-ups or over the phone, ensuring quick resolution in accordance with established service levels. Acts as an escalation point for level 1 support associates. Ensures unresolved issues are escalated quickly in order to provide an optimal customer experience. Regularly reviews tickets, dashboards, and alerts to expand technical knowledge, working with more senior team members to deepen technical acumen.

• Tracks all work, ensuring tickets are created, documentation of all actions taken and solutions provided in ticket notes, referencing relevant knowledge base articles. Maintains proper ticket hygiene by keeping records clear and detailed, and facilitates seamless escalation to more experienced technology support team members for issues that cannot be resolved. Take appropriate action on ticket QA feedback.

• Assists in the creation and maintenance of technology SOP's, end user knowledge and technical knowledge base articles.

• Understands and utilizes automation to quickly resolve issues. Works with more senior team members to recommend and build automation and monitoring.

• Adheres to all equipment deployment procedures and keeps precise records of technology equipment in the inventory tracking system, ensuring compliance with asset management policies throughout all lifecycle stages. May participate/coordinate hardware salvage. coordinates with MSP team to perform general preventative maintenance on desktop PCs, laptops, printers, and other authorized hardware.

• Participates in projects focusing on collaboration, cooperation, and tracking and transparency of deliverables.

• Provides basic to more complicated AV and meetings support, where applicable

• Partners with the Smart Hands technicians to provide technical support in locations where the team does not have a physical presence, ensuring timely and effective resolution of technical issues.

• Provides technical support to virtual and/or in-person business events, in coordination with more senior team members, with a focus on ensuring a seamless technology experience for all participants.

• Actively participates in team meetings and trainings, stays current on evolving technologies and end user support practices.

• Performs additional responsibilities as assigned.

Skills / Qualifications

• Proficient knowledge of various operating systems, including Windows, macOS, mobile and tablet with the ability to build, configure and troubleshoot these systems. Basic to proficient understanding of CG's hardware, software, and applications with the ability to solve intermediate end user issues remotely and in-person following knowledge and standard processes. Basic knowledge of CG's network configuration with the understanding of the impact to end user technology. Proficient level troubleshooting skills

• Skilled in utilizing various support tools, including but not limited to remote desktop assistance, diagnostic software, IT service management (ITSM), digital user experience, and automation tools.

• Strong analytical and problem-solving skills, with the ability to handle a variety of tasks simultaneously and adapt to changing technologies and processes.

• Foundational to proficient understanding of cybersecurity principles and practices, including antivirus software, firewalls, and encryption and how they impact hardware and applications.

• Strong verbal communication skills, including the ability to actively listen, articulate technical solutions clearly and concisely, with the ability to maintain a professional and empathetic tone.

• Ability to collaborate effectively within Technology Support Services and escalate issues when necessary. Able to prioritize and manage time effectively in a fast-paced environment.

• Demonstrate a commitment to continuous improvement by analyzing dashboards, participating in training sessions, and identifying for enhancement and team development. Stay up to date with industry best practices.

• Possess strong verbal and written communication skills to effectively address customer needs and ensure a positive, customer-centric experience.

Scope of Impact

• Work impacts the specific tasks to which they are assigned and may have an elevated urgency or broader business impact.

• Works on tickets and projects that are simple to moderate in complexity and impact.

• Learns from more senior technical support technicians to broaden skillset. May help train new associates to the team.

• Follows standard practices and procedures.

• Work priorities are mostly determined by more senior associates (i.e., tickets and projects assigned, day-to-day guidance). Exercises some independence on how to complete the work.

• Seeks guidance from more senior associates (as needed) on outcomes.

“I can apply in less than 4 minutes.”

You’ve reviewed this job posting and you’re ready to start the candidate journey with us. Apply now to move to the next step in our recruiting process. If this role isn’t what you’re looking for, check out our other opportunities and join our talent community.

“I can learn more about Capital Group.”

At Capital Group, the success of the people who invest with us depends on the people in whom we invest. That’s why we offer a culture, compensation and opportunities that empower our associates to build successful and prosperous careers. Through nine decades, our goal has been to improve people’s lives through successful investing. We know that our history is a testament to the strength of the people we hire. More than 9,000 associates in 30+ offices around the world help our clients and each other grow and thrive every day. Find us on LinkedIn, Instagram, YouTube and Glassdoor.‎

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In addition to a highly competitive base salary, per plan guidelines, restrictions and vesting requirements, you also will be eligible for an individual annual performance bonus, plus Capital’s annual profitability bonus plus a retirement plan where Capital contributes 15% of your eligible earnings.

You can learn more about our compensation and benefits here.

* Temporary positions in the United States are excluded from the above mentioned compensation and benefit plans.

We are an equal opportunity employer, which means we comply with all federal, state and local laws that prohibit discrimination when making all decisions about employment. As equal opportunity employers, our policies prohibit unlawful discrimination on the basis of race, religion, color, national origin, ancestry, sex (including gender and gender identity), pregnancy, childbirth and related medical conditions, age, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, citizenship status, AIDS/HIV status, political activities or affiliations, military or veteran status, status as a victim of domestic violence, assault or stalking or any other characteristic protected by federal, state or local law.