Tech End User Support Sr Specialist

Philip Morris International U.S.•Stamford, CT

3d•$88,000 - $110,000•Hybrid

About The Position

Philip Morris International is seeking a highly skilled IT VIP Support Specialist to provide technology support to internal VIPs, including senior management. The role delivers end-to-end IT customer service across multiple locations, including on-site and off-site VIP events, and supports Microsoft Windows, Mac OS, iPad OS, and iOS devices and related hardware. It also involves coordinating with local and remote support teams, ensuring VIP users adopt implemented solutions, contributing to global projects and processes, improving service quality, and supporting IT strategy execution under the leadership of the IT Manager DW&C. The position is based in Stamford, Connecticut, and follows PMI’s hybrid Smart Work model. The annual base salary range is $88,000–$110,000.

Requirements

Three or more years of business or IT experience.
Experience in a multinational company.
Experience in service management (ITIL).
Project management skills.
ITIL certification or equivalent.
Legally authorized to work in the United States.
Fluent in English.

Nice To Haves

Bachelor’s degree in Computer Science or a similar field is preferred.

Responsibilities

Provide dedicated, timely IT support to internal VIPs, including senior management.
Troubleshoot and resolve hardware and software issues on Microsoft Windows, Mac OS, iPad OS, and iOS devices.
Keep up to date with technology trends and advancements to provide proactive support.
Manage complex technical issues and escalate them to higher-level support when necessary.
Deliver end-to-end IT customer services across multiple locations, including at on-site and off-site VIP events.
Use technology to help PMI IT groups and end users carry out digital strategies efficiently.
Build strong relationships with local and remote support teams to support consistent, efficient, and resilient service delivery.
Support adoption of solutions by VIP users through communications, training, monitoring, and continuous improvement.
Understand the tools used by VIP users and identify their pain points.
Participate in global project delivery and work on global processes.
Continuously improve services and proactively enhance service quality and operational efficiency.
Contribute to the development and execution of the overall IT strategy under the leadership of the IT Manager DW&C.
Escalate new issues raised by VIP users to service managers and track them through resolution to improve the customer journey.