Senior Technical Support Engineer I
Smarsh
Cloud
Senior Vice President, Technology Service Desk / On-Site Support
BNY
full-time
Posted on:
Origin: • 🇺🇸 United States • Florida
Visit company websiteSalary
💰 $102,000 - $180,000 per year
Job Level
Senior
Tech Stack
Cloud
About the role
- Provide white-glove VIP service for executives including support for desktop/laptop hardware, software, mobile devices, cloud applications and collaboration tools.
- Serve as Team Lead for Platinum Services team: prioritize and assign tasks and events, provide support, and resolve escalations.
- Hands-on direct support for problem resolution.
- Work directly with Platinum Services leadership to prioritize projects, align resources and keep on track.
- Lead team through technical issues and disruptions minimizing impact on remit.
- Establish best practices, develop runbooks, and contribute to comprehensive documentation library.
- Coordinate Platinum support resources to ensure adequate coverage during business and off-hours.
- Lead and manage key vendor relationships; engage with external partners/agencies to leverage appropriate services and technology.
- Manage multiple and complex parallel projects ensuring planning, timely delivery, and exceptional execution while managing contingencies and changes.
Requirements
- Bachelor's degree in computer science or a related discipline, or equivalent work experience required; advanced degree preferred.
- 10-12 years of related experience required; experience in the securities or financial services industry is a plus.
- Highly proficient in end-user computing technologies: Windows OS, software/hardware support, mobile devices, cloud applications and collaboration tools.
- Knowledge of MS Office 365 cloud technologies.
- Familiarity with video conference and collaboration tools: Cisco Telepresence, Cisco WebEx, Microsoft Teams, Zoom.
- Exceptional communication skills and ability to influence others, gain rapid alignment, and secure support.
- Excellent interpersonal skills and experience engaging with executive stakeholders, including C-suite and Boards of Directors.
- Highly organized with outstanding attention to detail; able to work effectively under pressure and tight deadlines.
- Demonstrated leadership experience: influence and collaborate with peers, develop and coach others, oversee and guide colleagues.
- Experience managing vendor relationships and coordinating support coverage during business and off-hours.
