Senior Premium Support Engineer

Role Overview

• Operate as the focal point for customer interaction and support for all local IT services including client, LAN, wireless, AV, conference room, telepresence, mobile and physical connectivity for the Senior Global Leadership community
• Partner with other IT teams on new technology introduction projects to communicate, plan for, and ensure readiness for our Senior Global Leader population
• As required, travel with Senior Global Leadership to provide Premium support in remote and sometimes external locations
• Ensure all business policies and standards related to client services, IT security, and compliance are being met
• Make technology decisions on behalf of Senior Global Leaders, to create a seamless and productive daily experience
• Provide Premium audio-visual support, acting as an escalation and resolution point for service issues and managing 3rd-party service providers (as needed) to ensure business needs are being met
• Drive videoconferencing technologies and equipment for executive presentations, live events, and meetings
• Troubleshoot any issues as they arise to resolution
• Partner with the Collaboration team for the build out of conference rooms
• Anticipate, identify, and resolve technical problems, applying subject matter knowledge in complex, difficult, or extremely time-constrained situations
• Subject Matter Expert for end-user technologies at a site
• Communicate technical information, provide coaching and support to Senior Global Leader community
• Leverage geographically diverse team of employees, vendor partners, and members of matrix organizations to accomplish goals
• Be accessible outside normal business hours (including weekend on-call rotation) as needed to handle and resolve urgent technology issues that may arise
• Fully own the support experience of all the technologies that the Senior Global Leaders use on a daily basis
• Proactively and positively represent the brand of the support team to provide thoughtful and efficient technology solutions to senior leaders
• Lead current and evolving initiatives and cross-functional projects related to site and client technology and support; be adaptable to change

Requirements

• A Bachelor's degree in Computer Science, Information Management or other technical / IT field and 5 years of relevant experience OR in lieu of a degree: a HS diploma/GED and 9 + years of IT experience or equivalent military experience/training with client (PC) technologies and support services
• 5 + years of experience with client (PC) technologies/support services, AV and desktop support
• 2+ years of experience with AV production using Teams Live and/or similar
• Experience in mission critical IT operations support environments
• Experience working in a global, matrixed organization
• Ability to effectively interface with VIP population

Benefits

• medical, dental, vision
• paid time off
• 401(k) plan with employee and company contribution opportunities
• life, disability, and accident insurance
• tuition reimbursement