Associate-Tech Ops Support
Key Skills for This Role
Full Job Posting
Qualifications
- We back our colleagues with the support they need to thrive, professionally and personally. That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
- Knowledge of technical infrastructure and end user computing including networking, telecom, broadband, hardware, software and configuration.
- Strong understanding and knowledge of call center environments; applications, portals, telephony, testing.
- Enterprise and strategic thought process with the ability to plan, analyze, design, implement, and operate.
- Prefer demonstrated experience in resolving complex technical and commercial issues in a fact-based way that produces results quickly and maintains relationships
- Ability to build effective working relationships with the business (call center being a key), Technology, and vendor partner leaders
- Possess excellent verbal/written communication and negotiation skills
- Understanding of infrastructure platforms, services and technology processes
- Self-motivated and driven to identify and deliver appropriate solutions
- Strong knowledge of Microsoft Windows, Mac, Mac O/S, Windows Office Suite & Outlook
- Working knowledge of connectivity type tools (wireless, Cisco AnyConnect, Global Protect, Citrix)
- Typically holds a bachelor’s degree in Computer Science, Information Systems, Business Administration or other related fields or has the equivalent 6+ years of work experience
- This role is onsite in our New York City location
Responsibilities
- The successful candidate will be responsible for the investigation and resolution of incidents, problems, and gaps as well as implement remedies and preventative measures to include solutions and innovation. They will assist with projects, testing, enhancements, and long-term technical solutions. Other duties include:
- Maintain composure and structure in a fast-paced environment
- Communicate efficiently and effectively to various lines of business, users and customers
- Provide seamless technology support to our colleagues at the Technology Concierge or via Field Services support within the call center environment.
- Focus on asset management, inventory, and data quality as it pertains to computers and associated components
- Educate customers/users in such a way they become self-reliant
- Diagnose and troubleshoot software and computer hardware issues through problem solving
- Assists in the investigation (root cause analysis) and resolution of problems
- Assists or undertakes the development and deployment of preventative maintenance procedures
- Ensures that service deliverables meet the agreed quality standards of documentation and reporting
- Contributes to continuous service improvement by maintaining best practices and knowledge repositories
About American Express
Global financial services company offering payment and travel products.
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