IT Support Centre International Lead

Odyssey Group Holdings, Inc., and its subsidiaries, collectively referred to as Odyssey Group, is one of the world’s leading providers of reinsurance and specialty insurance, encompassing three distinct yet complementary operating platforms supported by six divisions, 37 business units and a network of more than 30 offices. Odyssey Group is a subsidiary of Fairfax Financial Holdings Limited, a holding company with total assets of $92.0 billion in total assets and $27.7 billion in total equity. We are a financially strong and cohesive global enterprise, locally responsive and built on a unified management and underwriting culture.

Position Summary

• The APAC International Lead is a key member of the International IT team that provides technical assistance and support to end users across the organization with a key focus on our international offices.
• The International Lead serves as the primary IT liaison for assigned offices, leading Major Incident Management (MIM) process during APAC hours, ensuring SLA compliance, and driving continuous improvement in IT service delivery.
• This role provides technical leadership, escalation management, and operational oversight for tier 1 and tier 2 levels of support.
• The International Lead works with both local and remote staff globally, employing a flexible work schedule to accommodate international travel.
• This role reports to the IT Support Centre Manager, International Operations.

Essential Duties

• Be the focal point for assigned offices in APAC region, establishing regular contact with the key contacts to discuss any IT issues they may face and escalate up through the BRM team
• Traige, troubleshoot and resolve tickets that come into the support desk during your working hours
• Lead the Major Incident Management Process (MIM) for incidents occurring during APAC hours
• Provide leadership and guidance for L2’s in the region
• Work with other IT Support Center Leads and managers to ensure our L2 training curriculum is up to date and adhered to by the L2 technicians.
• Produce weekly, monthly, quarterly and annual Service Center metrics for your assigned offices
• Ability to field calls, emails, tickets, and inquiries related to the technologies employed by Odyssey Group operations, troubleshoot tickets and e-mails to provide technical help for internal staff and external business partners. The candidate will need to be able to provide hands-on assistance via remote control or direct visits to the user’s machine.
• Document and track user requests, problems, solutions, and feedback using IT ticketing system
• Monitoring International ticket closely for escalation, blockers or improvement opportunities.
• Utilize Azure and ARS tools to administer Active Directory domain accounts and access.
• Triage, research and escalate complex or unresolved issues to SME level support staff or vendors
• Assist as required in hardware deployment, maintenance and assist in proper upkeep and utilization of systems.
• Working with both local and international vendors and our procurement team on pricing, availability and deliverability to support the international offices.
• Oversee asset lifecycle management, including documenting all process and procedures, including procurement, deployment, tracking, and decommissioning of IT equipment across international sites
• Review work orders to move, change, install, repair, or remove data communications equipment
Provide end user orientation and training on hardware, software, and network operations

Other Duties and Responsibilities

• Always maintain confidentiality of company-sensitive data
• Promptly resolve assigned Help Desk tickets
• Perform PC workstation setups and deploys (desktop, laptop, thin client)
• Setup mobile devices with company configurations
• Provide weekly updates and check-ins with your manager to ensure alignment of goals and transparent communication of activities and situations which will impact the achievement of corporate, and department goals and objectives
• Perform weekly, monthly, or quarterly check-ins with international site contacts and users to gauge user productivity, issues or opportunities for improvement.
• Vet software, hardware, local field hand vendors for potential need to request products or services.
Some travel will be required to international branch locations.

Skills, Knowledge & Abilities

• Ability to diagnose and resolve complex technical problems in a timely and professional manner
• Strong written and verbal communication skills, including the ability to:

• Extensive knowledge of Windows technology, Azure, Operating Systems/Windows 10/11, MS Office365 applications with strong Excel skills, Outlook, and Internet Browsers.
• General knowledge of MS InTune, Citrix, ServiceNow, and TCP/IP networking
• Highly motivated and confident self-starter
• Ability to work Independently with little guidance or specific instruction

Education/Experience

Education

• Minimum Required: CompTIA Network+ or equivalent
• Preferred Qualifications : Bachelor’s degree in computer science, Information Systems, or related field; certification as a Microsoft Certified Professional (MCP), ITIL, or equivalent; experience in customer service or help desk environments.

Experience

• Minimum Required: Three to five years of experience directly related to the duties and responsibilities specified, including knowledge of enterprise-level technologies.