Senior Onsite Technology Specialist

M&T Bank•Boston, MA

1d•Onsite

About The Position

The Senior Executive Technical Support Specialists are the face of technology when it comes to M&T’s most senior Executives and Board of Directors. This role has both tremendous opportunity and visibility as you will be working with many technology and business disciplines. This role will directly impact and improve every day customer experiences across the enterprise by working with multi-disciplinary technical teams to implement policy, procedure, and practice improvements.

Requirements

A combined minimum of 7 years’ higher education and/or relevant work experience, including a minimum of 3 years’ executive and/or endpoint user technical support experience
Ability to build and maintain effective relationships within and across multiple technical teams
Prior experience prioritizing and delivering results in high-pressure environment across competing priorities and quickly changing landscape
Proficient persuasive communication skills to gain buy-in of others
Proven experience with and demonstrable aptitude for quickly learning new technical skills, growing behavioral competencies, and seeking out industry best standards
Exhibits high degree of workplace professionalism, including having a positive mindset, being open to professional coaching, accountable of one's actions, dedicated to quality outcomes, and respectful of others
Knowledge of building and installing PCs, computer peripherals, WebEx, MS Teams, Microsoft 365, iOS, and Android support

Nice To Haves

Bachelor's degree in Computer Science or related discipline
Project management experience
Knowledge and understanding of corporate governance principles
Detail-oriented
Ability to see the big picture
Strong interpersonal skills
Flexibility in responding to work priorities

Responsibilities

Confidently work directly with Executives under high stress situations
Foster a tech safe and inviting culture for Executives and Board of Directors
Ability to ‘read the room’, prioritize, and respond with urgency
Respond to and resolve identified technical incidents requiring advanced problem-solving based on knowledge of system and adjoining systems
Ability to ask targeted questions and guide users with simple, step-by-step instructions
Use advanced diagnostic tools to troubleshoot issues
Create trending information of system issues and work with partner teams to clarify variables to support efforts to address identified issues from the analysis
Research options when anomalies occur and choose best course of action
Provide training to less experienced staff
Use tools to help automate processes and make systems more efficient, manageable, available, and secure
Supporting Virtual/Onsite events using Cisco Video equipment and third-party conferencing services (Zoom, On24, GoToMeeting, etc.)
Create and edit end user, Service Desk and JIRA technical documentation
Lead and participate in technical and usability evaluations of Technology products and services for Bank employee use
Direct and monitor team resources and coordinate development tasks on small to large scope projects
Prepare and manage the technical component of project plans
Understand and adhere to the Company’s risk and regulatory standards, policies, and controls in accordance with the Company’s Risk Appetite
Identify risk-related issues needing escalation to management
On call rotation