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hackajob is partnering with American Express to fill this position. Create a profile to be automatically considered for this role—and others that match your experience.
At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.
Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.
How will you make an impact in this role?
In this role, you will be a key member of a team that provides direct technical servicing and support to the senior most leaders at American Express. This position requires someone with strong interpersonal skills and a high level of expertise across multiple disciplines. Attention to detail and the ability to communicate clearly and concisely are critical components for success in this role. You will work closely and develop relationships with both internal and external partners to reduce impact on our client base, mitigate issues quickly and provide for the best digital experience possible.
Deliver world-class, high touch technical servicing and support to the senior most leaders at American Express
This is a hands-on technical lead role will be based onsite in our Downtown, New York City Headquarters.
Participate in and help ensure the delivery of premium services and support to our clients
Lead and contribute to a wide variety of technical projects and initiatives
Work with external and internal stakeholders to identify and prioritize our client’s needs and deliver high quality solutions.
Work with partners and peers to bridge the gap between design and technical implementation while maintaining the highest standards of delivery.
Partner with internal teams to test and validate both hardware and software and ensure seamless adoption with a focus on the user experience.
Key contributor in the development, deployment, monitoring, maintenance and upgrade of all supported technical systems and components
Act as a SME and lead problem resolution and root cause analysis of complex technical issues
Adhere to all SLA’s and KPI’s.
Develop and implement strategies to optimize service delivery processes and improve efficiency.
Monitor service performance, identify trends, and implement proactive measures to prevent issues.
Create, follow, and improve procedure documents
Provide training to enhance digital literacy of our clients and our team members.
Research technologies and recommend solutions as needed
Work independently while simultaneously being a collaborative team member striving for team success.
Occasional travel as needed in support of specific projects or company initiatives
Minimum Qualifications
Strong customer service, organizational and communication skills
Critical thinking and strategic thought
Exceptional problem-solving and analytical skills.
Self-motivated and willing to learn
Self-starter with the ability to effectively work with minimal supervision
Experience in leading and running large scale projects
Data reconciliation and reporting
Familiarity with Agile and project management methodologies
Ability to communicate and to interact effectively with peers & partners
Ability to work and adapt in a dynamic environment and recognize and action priority issues
Ability to manage multiple requests effectively and deliver during sensitive or pressure situations
Experience in developing and delivering training
An active interest and strong understanding of enterprise and consumer technologies with the ability to provide recommendations and guidance when needed.
Ability to leverage and interpret technical manuals and white papers
Experience with creating standards and documentation
Experience in managing and supporting high profile meetings and events
Strong understanding of hardware/software repair and problem resolution
Familiarity in utilizing proactive tools and measures to mitigate issues
Flexibility to work extended hours or afterhours as needed
Technical Qualifications
5+ years' experience as part of an Executive Support organization of a fortune 500 company.
Excellent understanding of IT service management (ITSM) frameworks and best practices.
Extensive experience in administrating and supporting desktop hardware, operating systems, common business applications, mobile devices, printers and networking.
Extensive experience with the Microsoft suite of products.
Direct experience providing high touch, high-profile video meetings using hardware and software such as Cisco Room Kits, Cisco WebEx, Zoom, MS Teams, Crestron, QSys and BiAmp.
Understanding of implementing and supporting AV technology
Direct experience leading & supporting Board Meetings & Executive Offsites
Outstanding troubleshooting skills
Familiarity of proactive monitoring tools such as Nexthink & Thousand Eyes
Familiarity with Powershell or similar scripting languages
CompTIA A+ & Network +
ITIL Foundations
Preferred Qualifications
A/V Certifications are plus
Power Bi & Power Automate competency are a plus
Experience in user research and design are a plus
Salary Range: $123,000.00 to $215,250.00 annually + bonus + benefits
The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.
We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:
hackajob is partnering with American Express to fill this position. Create a profile to be automatically considered for this role—and others that match your experience.