Technology Support Analyst III

Job description

“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 "I can succeed as a Technology Support Analyst III." Provides senior technical support for Capital Group's end-user technology, combining advanced troubleshooting, escalation support, proactive service improvement, major incident participation, and global partnership. Apply technical expertise, operational insights, automation, and approved advanced AI capabilities to resolve complex issues, improve service quality, support wider infrastructure activities where needed, and contribute to consistent global service delivery. Primary Responsibilities/Essential Functions: Provides senior-level virtual and in-person technical support for Capital Group associates, clearly communicating complex issues and solutions while delivering exceptional user experience. Serves as an escalation point for Level 1 and Level 2 support, solving complex hardware, software, connectivity, and service issues, including situations where established troubleshooting steps or knowledge articles do not yet exist. Engages in Incident and Request processes at a senior level, reviews support queues, dashboards, alerts, and escalations, and help ensure timely resolution in accordance with differentiated service levels and established SLAs. Actively participates in major incidents by contributing technical expertise to impact identification, triage, troubleshooting, escalation coordination, workaround validation, user communication support, and post-incident knowledge capture. Maintains high-quality ticket documentation, including actions taken, solutions provided, knowledge references, and escalation details, and participates in ticket, call, and chat quality assurance processes to support process adherence and continuous improvement. Creates and maintains technology SOPs, end-user knowledge, and technical knowledge base articles to support consistent service delivery and effective knowledge reuse. Uses approved support tools, automation, dashboards, alerts, and advanced AI capabilities to improve support effectiveness, accelerate issue analysis, strengthen knowledge content, and support consistent associate communications while following applicable data handling, security, and compliance requirements. Acts as a backup and extension point for wider infrastructure activities where local or regional technical coverage is required, collaborating across global infrastructure, engineering, product, operations, Technology Support Services, local technical partners, and other partner teams to support implementation, troubleshooting, validation, service continuity, and alignment to global standards within defined process and escalation boundaries. Builds and maintains effective global partnerships by sharing local insights, raising regional service considerations, contributing to global process improvements, and supporting consistent adoption of globally aligned support practices, tools, knowledge, and service expectations. Participates in and may lead simple to medium-complexity projects, team meetings, training, and improvement activities; shares knowledge, provides recommendations, and performs additional responsibilities as assigned. Additional Advanced Tech Support (Tier 3) Responsibilities: Acts as the primary point of escalation within Technology Support Services, providing guidance and advanced troubleshooting for the most complex hardware, software, and connectivity issues that do not have established troubleshooting techniques or knowledge base articles. Participate in the problem process through resolution by identifying recurring technical issues from escalations, Incident and Request reviews, dashboards, and support trends. Conducts or contributes to technical investigations, supports root cause analysis, and works with Level 4 teams, engineering, product owners, and vendors to coordinate resolution, improve integrated support, and enhance the end user experience. Assist in establishing end user hardware and performance baselines, developing dashboards, and alerting based on the established baselines to ensure deviations are quickly recognized and responded to. Assists level 4 team members in building automation that proactively resolves common users Identifies knowledge gaps from escalations, recurring issues, root cause findings, and changes to supported technologies, and translates those findings into improved SOPs, technical knowledge articles, workaround guidance, process direction, and targeted training for Technology Support teams. Provides assessment of all new hardware to ensure it is fit for purpose and does not introduce unneeded risk to our environment. Stays current on emerging technologies, tools, and best practices in the industry to ensure we are providing the best support possible to CG associates. “I am the person Capital Group is looking for.” Skills/Qualifications: Proficient to advanced knowledge of Windows, macOS, mobile, and tablet operating systems, with the ability to build, configure, and troubleshoot these systems. Proficient to advanced knowledge of hardware, software, applications, endpoint connectivity, and network fundamentals, including the ability to assess how network conditions, identity, access, and infrastructure dependencies affect end-user technology and support outcomes. Proficient understanding of security principles and practices relevant to end-user technology support, including endpoint protection, authentication, access controls, firewalls, encryption, secure configuration, and the ability to apply security-aware troubleshooting while protecting confidential or sensitive information. Strong troubleshooting and analytical skills, with the ability to resolve advanced issues, guide junior associates, manage multiple priorities, and adapt to changing technologies, processes, and service conditions. Deep understanding of support tools, including remote assistance, diagnostic software, IT service management, digital user experience, automation, dashboards, and alerting tools. Ability to responsibly use approved advanced AI capabilities and automation to support diagnostics, knowledge creation, data analysis, communication drafting, and continuous improvement while validating outputs and following applicable security, privacy, data handling, and compliance requirements. Strong verbal and written communication skills, including active listening, clear articulation of technical solutions, professional and empathetic user communication, and effective knowledge transfer. Ability to collaborate effectively within Technology Support Services and with business, infrastructure, engineering, product, operations, managed service provider, local technical partner, regional, and global partner teams while prioritizing work in a fast-paced environment and supporting alignment to global standards and service expectations. Scope of Impact: Work is technically demanding, time-sensitive, and may have broader business impact across supported associates, offices, services, or regions. Handles work that require advanced technical judgment, prioritization, and coordination across multiple support channels, and may lead simple to medium-complexity efforts within defined practices and procedures. Contributes regional and local technical context to broader service-impacting activities where user impact, service continuity, operational readiness, or cross-team coordination are required. Exercises judgment within defined practices and procedures, seeks general direction on required outcomes when needed, and demonstrates independence in determining how to complete assigned work. Provides informal leadership, guidance, training, and knowledge sharing to support team capability, service quality, and continuous improvement. “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. ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ 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.