Executive Support Engineer

Travelers•Saint Paul, MN

About The Position

As a highly visible engineer within Executive Support Services, you will be responsible for engineering, deploying, and maintaining critical end user, collaboration, conferencing, and communications technology and platforms in support of the Travelers Executives. This hands-on engineer will support multiple technologies, provide timely and data driven analysis and respond to problems and issues and effectively communicate and collaborate across Infrastructure & Cloud Services and Technology & Operations. Applicants must be authorized to work for ANY employer in the US. The company does not sponsor/support H-1B petitions, TN, or Forms I-983/STEM OPT, for this role.

Requirements

Strong interest and background in PC Hardware, desktop operating systems, and network functionality.
The highest sense of urgency, focus, and flexibility.
Ensure service levels for customers are met and exceeded - find opportunities for improvements and implement these as needed.
Willingness to travel and work flexible hours.
Strong verbal and written communication skills.
Ability to convey ideas, problems, and resolution options to diverse audiences.
Ability to partner and work effectively with audiences across all levels of the organization.
Capacity to maintain confidentiality without exception, demonstrating outstanding discretion and judgment.
Subject matter expert with strong working knowledge of: Windows operating systems, Microsoft 365, Skype for Business, Teams, Cisco VPN, iOS, Android, Polycom, Zoom, audio/video broadcasting, hardware, telephony, etc.
Demonstrates a thorough understanding of cyber security and networking best practices and protocols.
Possesses strong analytical skills in order to effectively influence recommendations and decision-making, assess impacts, compare solutions, problem solve, and achieve business and/or technical objectives.
Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization, e.g., executive, management, individual contributors.
Able to actively engage with customers and business partners to solve problems and ensures products and services are utilized effectively and efficiently.
Flexible and adaptable to rapidly changing priorities.
Acts as a change agent by building and welcoming innovative ideas and driving continuous improvement, process improvement, and service optimization.
Champion for AI adoption and usage.
A bachelor’s degree in Computer Science or a related field, or its equivalent in work experience.

Responsibilities

Provide extraordinary IT support to senior executives, including customers at the C level.
Strive to resolve all executive employee support interactions on first touch, whenever possible, while proactively and conscientiously balancing competing demands in a fast-paced environment.
Receive and respond to incoming calls, pages, and/or emails with immediacy.
Consistently meet and/or exceed SLA expectations and deliverables.
Install, configure, test, maintain, monitor, and troubleshoot end-user workstations, related hardware, and software.
Responsible for understanding the local office environment, technology-specific uniqueness, and acting as a trusted advisor to the end-user community on their computing experience.
In alignment with the broader Infrastructure & Cloud Services strategy, research and evaluate new technologies and service delivery models that continue to improve the customer experience.
Facilitates the coordination of resolutions of complex topics.
May interact with vendors and handle escalations.
Evaluates systems specifications regarding customer requirements, transforming business specifications into cost-effective, technically correct solutions.
Prioritizes work and manages projects within established budget objectives and customer priorities.
Responsible for adhering to established quality control and security protocols.
Provides the division, department and business area management with timely and accurate information regarding the status and performance of the assigned project(s).
Builds, leverages, and maintains effective alliances across technical and business community.
Interacts with customers to achieve efficient, effective results.
Multi-tasks and prioritizes in accordance with business priorities and production availability requirements.
Perform other duties as assigned.