Associate-Tech Ops Support
About The Position
Within American Express’s Technology Concierge brand, the Service Delivery Engineer provides technical support and training to end users while interacting with business units, customers, and third-party clients. The role combines technical troubleshooting, customer service, process and data analysis, and relationship building. With hands-on training, mentoring, and cross-functional collaboration, the colleague will develop proficiency with workplace tools and software systems and help users become self-sufficient. The successful candidate investigates and resolves incidents, problems, and service gaps; implements remedies and preventative measures; and contributes to solutions and innovation. The role also supports projects, testing, enhancements, and long-term technical solutions. It is onsite at the company’s New York City location.
Requirements
- Knowledge of technical infrastructure and end-user computing, including networking, telecom, broadband, hardware, software, and configuration.
- Strong understanding of call center environments, applications, portals, telephony, and testing.
- Ability to plan, analyze, design, implement, and operate with an enterprise and strategic perspective.
- Ability to build effective working relationships with business teams, especially call centers, Technology, and vendor partner leaders.
- Excellent verbal and written communication and negotiation skills.
- Understanding of infrastructure platforms, services, and technology processes.
- Self-motivated and driven to identify and deliver appropriate solutions.
- Strong knowledge of Microsoft Windows, Mac and Mac OS, Microsoft Office Suite, and Outlook.
- Working knowledge of connectivity tools and technologies, including wireless, Cisco AnyConnect, GlobalProtect, and Citrix.
- Typically holds a bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field, or has equivalent experience.
Nice To Haves
- Demonstrated experience resolving complex technical and commercial issues in a fact-based way that produces results quickly while maintaining relationships.
Responsibilities
- Investigate and resolve incidents, problems, and service gaps, and implement remedies and preventative measures.
- Assist with projects, testing, enhancements, and long-term technical solutions.
- Maintain composure and structure in a fast-paced environment.
- Communicate effectively with lines of business, users, and customers.
- Provide technology support to colleagues through Technology Concierge or Field Services support within a call center environment.
- Manage assets, inventory, and data quality for computers and associated components.
- Educate customers and users so they can become self-reliant.
- Diagnose and troubleshoot software and computer hardware issues.
- Assist with root cause analysis and problem resolution.
- Assist with or undertake the development and deployment of preventative maintenance procedures.
- Ensure service deliverables meet agreed quality standards for documentation and reporting.
- Contribute to continuous service improvement by maintaining best practices and knowledge repositories.
Benefits
- Comprehensive support for holistic well-being.
- Opportunities to learn new skills, develop as a leader, and grow a career.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
