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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

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