Technology Concierge Manager

3 weeks ago

Burgess Hill, United Kingdom American Express Full time
You Lead the Way. We've Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you'll be recognized for your contributions, leadership, and impact-every colleague has the opportunity to share in the company's success. Together, we'll win as a team, striving to uphold our company values and powerful backing promise to provide the world's best customer experience every day. And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

Deliver a best-in-class digital servicing experience to everyone, everywhere, everyday.

Site Services International are a team of problem-solvers, relationship managers, customer service experts, communicators, educators, technicians, analysts, engineers, project managers, facilitators, doers, thinkers and all-around helpful people.

Our purpose is to ensure that Amex workplace technology works seamlessly and effectively. We strive to put colleagues at the centre of everything we do by maintaining the smooth running of the tech infrastructure, removing tech-related barriers and points of friction whilst providing impeccable customer service.

Do you relentlessly pursue excellence?

We have a fantastic open role based in Burgess Hill for a Service Delivery Engineer, who will support our deployment of world class experiences for colleagues & engineering teams globally. This role will have access to cutting edge tools, engage with a progressive team, whilst working in a fast-paced environment where thinking outside of the box is championed. Your passion for service is critical for this role.

Are you up for the challenge?

Key responsibilities:

  • Reporting into the Senior Service Delivery Manager - a key stakeholder - working closely to deliver goals.
  • Troubleshooting issues and instigating preventative measures, including escalations, major incidents and high priority meetings.
  • Managing capacity and availability issues, various moves/adds/changes, server software installation and configuration.
  • Recording, tracking and updating call information on a service management tool.
  • Ensuring that Service Delivery work meets the agreed quality standards of documentation and reporting (asset management, incident management etc.)
  • Bolstering continuous service improvement by maintaining standard methodologies and knowledge repositories.
  • Creating draft knowledge management articles for QA with resolutions and workarounds.
  • Contributing to creation of technical design/implementation documentation.
  • Performing all technical aspects to support infrastructure implementations, deployments and technologies related to dynamic infrastructure platforms.
  • Participating in test planning and execution.
  • Recognising opportunities to embrace innovative technologies.
  • Working cross-functionally to resolve customer issues thoroughly and effectively.
  • Ensuring the quality and timely repair of the devices as per the warranty guidelines.
  • Planning and supporting streaming events.


Minimum Qualifications:

  • 3-5 years of hands-on experience in similar role with a variety of operating systems & network protocols
  • Practical application using Agile or other rapid application development methods.
  • Prior experience performing as an Engineer within a product engineering organisation
  • Specific technical knowledge of Windows and/or MAC OS
  • Expert Active Directory and Group Policy knowledge
  • Expert Windows OS skills and knowledge
  • Expert MAC OS skills and knowledge
  • WSUS patching and remediation experience.
  • Excellent Android/Apple iOS skills and experience with MDM and JSS
  • Expert Knowledge of Office 365 centralized deployments and release management
  • Basic knowledge of corporate network topologies
  • Basic knowledge of Firewalls and VPN technologies
  • Experience in use and support of EUC applications and enterprise EUC management toolsets.
  • Experience of deploying and support of desktop images and applications to enterprise managed EUC estates
Preferred Qualifications:

  • University Degree in Computer Science, Information Systems, or another related field
  • Microsoft & Apple accreditations
We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:
  • Competitive base salaries
  • Bonus incentives
  • Support for financial-well-being and retirement
  • Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
  • Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
  • Generous paid parental leave policies (depending on your location)
  • Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
  • Free and confidential counseling support through our Healthy Minds program
  • Career development and training opportunities
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

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