End User Systems Support Tech (VIP Support)
Company: RMS
Location: Hoboken
Posted on: May 6, 2022
Job Description:
The End User Services Team provides first- and second-line
technical support to RMS users globally. The team works with
end-user services (software, hardware, connectivity, mobile,
endpoint security, collaboration, messaging) to undertake analysis,
diagnosis, and resolution of end-user incidents, which may range
from straightforward to more complicated technical issues. End-user
support is provided via various mediums including an established
ticketing system, email, phone, chat, web conference, and in-person
sessions.
Description
The End User Services Senior Support Tech's primary
responsibilities will be to serve as VIP Support Tech and Regional
Tech Lead. As the VIP Support Tech this team member is tasked with
providing world-class white glove support for Senior Executives and
their Administrative Assistants. A very high level of technical
proficiency, professional presence, strong communication skills,
and discretion is required. This team member must be proactive in
identifying potential problems and mitigating them before they
occur, as well as be able to quickly and effectively diagnose and
resolve a range of technical issues for our Executive team when
they do occur. Issues are generally related to PC, Mac, mobile
devices, printers, video conferencing, software, network, and
electronic communication needs. Responsibilities:
- Ownership of the service lifecycle of assigned IT requests and
issues to ensure timely and efficient resolution within established
SLAs
- Providing highly responsive support to executives and their
teams in dynamic, sensitive and high pressure environment.
- Event support for executives which involves audio visual
components, as well as directing presenters for the best event
experience.
- Collective ownership of Executive Class support capabilities
globally.
- 1st and/or 2nd line support - gathering information,
troubleshooting and resolving IT related incidents ranging from
end-user software (OS, browser, Office, anti-virus, etc.), hardware
(laptops, desktops, printers, scanner, mobile devices, etc.),
client security (virus removal, security configuration, etc.), and
network connectivity
- 1stline support - gathering information, troubleshooting and
resolving basic IT infrastructure issues, such as login, network
connectivity, conferencing (audio, video, and web) setup,
messaging, collaboration, phone, etc.
- Provide technical support for company and department events in
person and via Video Conferencing, this may include occasional
offsite events
- Manage the Service Desk ticketing system and ticket
allocation
- Ensure new employees are prepared with relevant equipment and
training to enable them to be productive from day one
- Provide basic training to all end-users on standard software
suite (e.g. MS Office Word, Excel, Outlook, PowerPoint, etc.) and
collaboration tools like Zoom, audio and video conferencing
- Perform installation, upgrade, test, and maintenance of
end-user software, hardware, and peripherals including packaging
and distributing software
- Work with third party vendors in resolving hardware issues &
arranging for equipment replacements
- Execute regular end-user account management tasks globally and
via service requests (provisioning and de-provisioning IT services,
phone setup, laptop/desktop deployment, reset password, create
groups, etc.)
- Maintain end-user software/hardware asset management and track
changes
- Prepare desktop and server hardware with OS images and other
software as required
- Evaluate, test, patch, and upgrade OS, desktop apps, malware
definitions, hardware, etc.
- Work collaboratively with users to understand requirements,
provide desk side support, and provide advice based on established
services and support
- Troubleshoot, test, and resolve complex end-user technical
issues/problems, including software (Windows, Mac, etc.), hardware
(laptop, desktop, accessories, etc.), collaboration (messaging,
conferencing, etc.), and mobile services
- Publish technical support documentation to assist Service Desk
team with processes; provide process training as required
- Publish support documentation to assist end-users with requests
for information and provide end-user basic training if
required
- In rotation with team members, serve as weekend escalation
contact for end-user related issues
- Ability to work outside of normal business hours for ad-hoc 'on
call' requests required.This includes but not limited to being able
to travel with very short notice to Executive offices, homes and
event locations when on-duty and on-call to assist them when
required.
- In addition to great technical and communication skills to
solve problems the role requires extreme Flexibility and "can do"
attitude to provide exception IT services and support to the
Executive Staff.
Experience Required:
- A BA/BS Degree in a technical subject or substantial relevant
experience is a must
- Established & proven technical service desk experience in a
similar corporate environment, preferably within a software/
technically driven company is required
- Strong PC and Mac hardware troubleshooting experience is
essential
- Experience working in support of desk side services with
specific focus on supporting executive VP\VIP levels and their
assistants
- At least 5+ years' experience in a Technical Support Role (Tier
3 or Higher)
- At least 5+ years' in a client facing service or operational
role
- Previous experience in supporting Microsoft products such as
Office and SQL
- Active Directory knowledge is required e.g. creating user
accounts, reset passwords, create groups etc.
- Practical experience with Microsoft Operating Systems (client,
server) and Mac OS X experience is essential
- Basic network skills (Wireless, TCP/IP, patching,
troubleshooting connectivity)
- Creative problem solver who enjoys working on challenging
issues, has excellent communication skills and is committed to
providing high levels of customer service
- Professionalism, responsiveness, and multi-tasking experience
in resolving multiple computer hardware/software issues at the same
time is critical for the success of this position
- Must be dependable, hardworking and possess a helpful,
team-oriented attitude
- Will need ability to work independently and with a global
team.Desirable:
- ITIL qualification would be useful
- Mobile device support (iPhone, Android and iPad) essential, IP
Phone configuration preferred but not essential
- Audio, Video, and Web Conferencing or Zoom video conference
experience a plus
- Previous Linux exposure beneficial
- Previous scripting exposure beneficial
- MCSE: Desktop Infrastructure certification
- Previous client deployment exposure, with SCCM 2012 and/or
Casper equivalent
- Experience with tools like JAMF, SCCM, Intune etc.
About RMS: There's a 5% chance that a hurricane will cause $60
billion of insured losses next year and a 1% chance an earthquake
will cause $50 billion of insured loss in the next 12 months.
At RMS, we build the simulation models that allow insurers and
investors to understand portfolio risks due to catastrophes:
natural catastrophes (hurricane, earthquake, flood), terrorism,
pandemic, and changes in life expectancy. We are one of the most
exciting companies you've probably 'never' heard of unless you're
one of our hundreds of clients in the (re)insurance, banking or
hedge fund sector. We lead an industry we helped pioneer and
ultimately our work makes a true impact on the world at large. How
we understand and manage risk affects everybody and our passion is
nothing less than creating a more resilient world through a better
understanding of catastrophic events. We are evolving our vision by
delivering future solutions in the cloud, our cutting-edge risk
management platform for the global risk market.
RMS will create a holistic and integrated view across the
enterprise with one platform for all models, all points of view,
and all data. All will be run as equal partners on RMS. RMS has
1,200 employees in 11 countries, including offices in Newark
(CA-USA), Noida (India), London (UK), Hoboken (NJ-USA), and Zurich
(Switzerland). To find out more, visit www.rms.com or follow us on
Facebook, LinkedIn or @rmsjobs on Twitter.
RMS is proud to be an equal opportunity workplace. We are committed
to equal employment opportunity without regard to race, color,
creed, gender, religion, marital status, registered domestic
partner status, age, national origin or ancestry, physical or
mental disability, genetic characteristics, sexual orientation, or
any other classification protected by applicable local, state, or
federal law.
RMS is a Moody's company, and as such you must be fully vaccinated
for COVID-19 (i.e., at least 2 weeks after last dose) and, if
hired, present proof of vaccination on start date, as determined by
Moody's. Moody's also provides reasonable accommodation to
qualified individuals with disabilities or based on a sincerely
held religious belief, in accordance with applicable laws. If you
need to inquire about an accommodation, or need assistance with
completing the application process, please email
accomodations@moodys.com.
RMS is enrolled in E-Verify - and will be participating in E-Verify
in addition to our Form I-9 process. www.dhs.gov/E-Verify. To all
recruitment agencies: RMS does not accept unsolicited agency
resumes and will not responsible for the payment of placement fees
related to unsolicited resumes submitted to open positions, job
aliases, or to our employees.
Keywords: RMS, Hoboken , End User Systems Support Tech (VIP Support), Other , Hoboken, New Jersey
Didn't find what you're looking for? Search again!
Loading more jobs...