Associate-Tech Ops Support
About The Position
As a Service Delivery Engineer within American Express’s Technology Concierge brand, you will provide technical support and training to end users, working with internal customers, business units, product and support teams, and third-party clients. The role focuses on helping users become self-sufficient while delivering quality customer-facing service. Through hands-on training, mentoring, and cross-functional collaboration, you will develop skills in workplace tools and software systems, data analysis, and creating, following, and updating processes. The successful candidate investigates and resolves incidents, problems, and service gaps; implements remedies and preventative measures; and contributes to projects, testing, enhancements, and long-term technical solutions. The position is onsite in American Express’s New York City location.
Requirements
- Knowledge of technical infrastructure and end-user computing, including networking, telecom, broadband, hardware, software, and configuration.
- Strong understanding and knowledge of call center environments, applications, portals, telephony, and testing.
- Enterprise and strategic thought process, with the ability to plan, analyze, design, implement, and operate.
- Ability to build effective working relationships with business, 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, Mac O/S, Windows Office Suite, and Outlook.
- Working knowledge of connectivity tools, including wireless, Cisco AnyConnect, Global Protect, and Citrix.
- Typically holds a bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field, or has equivalent experience.
- Six or more years of work experience if using the equivalent-experience qualification.
Nice To Haves
- Demonstrated experience resolving complex technical and commercial issues in a fact-based way that produces results quickly and maintains relationships.
Responsibilities
- Investigate and resolve incidents, problems, and 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 efficiently and effectively with lines of business, users, and customers.
- Provide technology support to colleagues at the Technology Concierge or through Field Services support within a call center environment.
- Focus on asset management, inventory, and data quality for computers and associated components.
- Educate customers and users to help them become self-reliant.
- Diagnose and troubleshoot software and computer hardware issues through problem solving.
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
