About the Role
At American Express, as a Service Delivery Engineer you will have the opportunity to become proficient in various workplace tools and software systems, as well as collaborate with internal customers and product/support teams. With hands-on training, mentoring, and cross-functional team collaboration, you'll be given the resources to take control and be successful in your career.
Within the Technology Concierge brand, technical skills and communication are key. You'll interact with multiple business units, customers and third-party clients while delivering exceptional service. This role requires you to be the product middleman, content trainer and technical support for end-users. As a member of the team, you'll grow your ability to analyze data, create, follow and update processes. The team focuses on customer-facing work, building relationships, and providing technical support while simultaneously training users to be self-sufficient.
The successful candidate will be responsible for the investigation and resolution of incidents, problems, and gaps, as well as implementing remedies and preventative measures including solutions and innovation. They will assist with projects, testing, enhancements, and long-term technical solutions.
Other Duties
•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 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 so they become self-reliant
•Diagnose and troubleshoot software and computer hardware issues through problem solving
•Assist in the investigation (root cause analysis) and resolution of problems
•Assist or undertake the development and deployment of preventative maintenance procedures
•Ensure that service deliverables meet the agreed quality standards of documentation and reporting
•Contribute to continuous service improvement by maintaining best practices and knowledge repositories
American Express offers Amex Flex, an enterprise working model that provides greater flexibility to colleagues while preserving important aspects of the in-person culture. Depending on role and business needs, colleagues work onsite, in a hybrid model (combination of in-office and virtual days), or fully virtually.
Requirements
•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
•Preferred: 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
•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 the New York City location
