This job has expired, please see additional jobs below
Senior Regional Support Analyst
Fidelity Investments
Boston, MA, United States
Job Details - this job has expired, please see similar jobs below
The Senior Regional Support Analyst will provide dedicated, in person, technology, productivity and collaboration support services to Fidelity’s C-Suite leadership team that is modeled to how our executives work. In this role, you will be responsible for delivering the highest level of performance, productivity, innovation and preventative support for Fidelity’s end user computing product offerings. You should be service oriented, adaptive to change and maintain the highest level of confidentiality with the leadership team.
The Team
Executive Team Operations delivers technology support to Fidelity’s most senior executives. We are an integral partner in the deployment, readiness and support of technology solutions for the Senior Executive Team.
The Senior Regional Support Analyst helps the senior leadership team meet their business challenges by understanding their technology needs, delivering productivity tools, collaboration services and technology support.
The Expertise You Have
• Bachelor’s degree in Computer Science, Information Technology or related discipline preferred or equivalent work experience
• 3-5 years working in an enterprise environment, troubleshooting Windows, MacOS and iOS, virtual and cloud solutions
• 2-3 years working with senior executives
• Microsoft certification, Apple certification preferred or attained within 6 months
The Skills You Bring
• Your experience installing, solving problems and supporting laptops, MacBook’s, PCs, iPads and business critical applications for Executives in large, multi-location, corporate environment via 1:1 desk side visits, phone, chat and remote.
• Your proficiency supporting Windows 7, Windows 10, MacOS, MS Office 2016, Office 365.
• Your experience providing in person multi-site video conferencing meeting support.
• Your demonstrable experience supporting end user collaboration tools, such as Microsoft SharePoint, Teams, and Skype for Business, Yammer, Surface Hub and Cisco video conferencing technologies.
• Your expert experience demonstrating customer services skills, polished communication both written and verbal.
• Your deep knowledge of mobile devices utilizing iOS and Android operating systems.
• Your ability to work independently, with minimal guidance. Ability to identify and resolve key issues using partial or conflicting data and pattern recognition. Ability to take a broad perspective to problems to identify and document new, less obvious solutions.
• You are a clear and creative thinker, with excellent collaboration and communications skills.
• Mobile Platform : Mobile Iron, Intune
• Cloud Infrastructure : Microsoft Azure, Amazon AWS
• Core Infrastructure : Active Directory
The Value You Deliver
In this role, the Analyst works in collaboration with other members of the Fidelity business and End User Computing community to:
• Provide technology support onsite, remotely, at home offices or properties by resolving moderately complex to highly complex technical issues and problems.
• Expert level ability to encourage trust and maintain confidentiality with Executives by performing advanced technical support with highly professional written and oral communication skills.
• Demonstrate an advanced ability to manage the needs of multiple requests to build an effective schedule and successfully adapt to changing that schedule on short notice as situations change.
• Research, test and provide recommendations around innovative technology to the team.
• Provide productivity suite training to your business partners.
• Demonstrate an expert ability to provide hardware support, printer support, application, collaboration software and mobile support on Windows, Apple, Amazon, HP and Cisco platforms.
• Research innovative SW and HW solutions which contribute to the productivity of the leadership team.
• Provide dedicated support to IT projects, including but not limited to: new software deployment, office moves, data recovery, hardware and software testing, product migrations and delivery, offsite event support, home office support, etc.
• Collaborates with 3rd level support teams and across the organization to troubleshoot highly complex issues and identify technology solutions.
• Provide 24x7 on call support and services as part of a rotation or via direct contact from the business partners.
Company Overview
At Fidelity, we are focused on making our financial expertise broadly accessible and effective in helping people live the lives they want. We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associate for their unique perspectives and experiences. For information about working at Fidelity, visit FidelityCareers.com.
Fidelity Investments is an equal opportunity employer.