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Support Analyst
Fidelity Investments
Boston, MA, United States
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The Executive End User 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. The Executive Support Analyst is responsible for delivering the highest level of performance, productivity, innovation and preventative support for Fidelity’s end user computing product offerings. You must be customer obsessed, adaptive to change and maintain the highest level of confidentiality with the leadership team.
If you have the experience and expertise with a real passion for End User Computing, a career in High Touch Services at Fidelity may be right for you!
The Team
End User Collaboration and Productivity provides worldwide technology and support to Fidelity’s associates. We are an integral partner enabling the firm to deliver innovative, scalable, industry-leading investment tools that enable our associates to achieve a competitive advantage globally.
The Executive End User 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
• 1-3 years working in an enterprise environment, troubleshooting Windows, MacOS and iOS, virtual and cloud solutions
• 1-2 years providing C-Suite technology support preferred
• Microsoft certification, Apple certification preferred or attained within 6 months
The Skills You Bring
• Your experience installing, troubleshooting 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 experience supporting Windows 7, Windows 10, MacOS, MS Office 2016, Office365
• Your experience providing in person multi-site video conferencing meeting support.
• Your experience supporting end user collaboration tools, such as Microsoft SharePoint, Teams, and Skype for Business, Surface Hub and Cisco video conferencing technologies
• Your experience demonstrating expert level customer services skills, communication written and verbal
• Your experience supporting mobile devices utilizing iOS and Android operating systems.
• You are comfortable working 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 innovative 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.
• Inspire trust and maintain confidentiality with Executives by performing expert technical support with highly professional written and oral communication skills.
• Manage the needs of multiple requests to build an effective schedule and successfully adapt to changing that schedule on short notice as situations change.
• Provide productivity suite training to your business partners
• Provide dedicated 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 make valuable contributions to the productivity of the leadership team
• Support IT projects, including but not limited to: office moves, data recovery, hardware and software testing, product migrations and delivery, offsite event support, home office support, etc.
• Collaborate with 3rd level support teams and across the organization to troubleshoot highly complex and dynamic 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