Associate-Tech Ops Support

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
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