Senior IT Technical Support

Purpose Deliver high‑quality end‑user services and technical leadership for local site operations, providing hands‑on and remote support, AV technology troubleshooting, and dedicated C‑suite/VIP services to ensure reliable systems, timely incident resolution, and continuous improvement aligned to AZ standards and SLAs.

Key Responsibilities

• End‑user services, VIP support, and escalation: Provide hands‑on and remote support (desk‑side, Genius Bar/AskIT); deliver white‑glove services for C‑suite/VIP users; act as the first point of escalation and a reference point in specialized areas; mentor junior staff.
• Incident, problem, and change management: Independently diagnose and resolve complex AZ systems/application issues; manage incidents, root‑cause analysis, and service change requests; support transition and change planning; meet SLA/OLA and customer satisfaction targets.
• Site operations and AV technology: Support local infrastructure “hands and eyes” activities; set up, troubleshoot, and operate AV/meeting room technologies (conference rooms, telepresence, hybrid meetings); perform hardware imaging for desktops/laptops; maintain configuration management data; ensure compliant patch and anti‑virus levels; manage local Service Introduction and support models; act as focal point for local applications.
• Collaboration and reporting: Liaise with global IT teams and non‑IT stakeholders; consult on planned/unplanned downtime; conduct analysis and produce quality service reports; align implementations to architectural standards.
• Lifecycle and improvement: Mitigate risk from obsolete platforms via hardware/system lifecycle management; review policies and processes with enhancement recommendations; contribute to the Operations Computing Service Improvement Portfolio; support local team performance and adherence to OCS policies.

Qualifications (suggested)

• Experience: Proven track record in end‑user services, hands‑on and remote support, AV tech troubleshooting, and white‑glove C‑suite/VIP service; enterprise incident/problem management and site infrastructure support.
• Technical skills: Windows/macOS imaging, endpoint management and patching, AV systems (meeting room hardware, conferencing platforms), network fundamentals, configuration management (CMDB), ITSM tools (e.g., ServiceNow).
• Soft skills: Executive‑level communication and discretion, stakeholder management, mentoring/coaching, analytical reporting, customer focus, and continuous improvement mindset.
• Certifications (nice to have): ITIL Foundation/Intermediate; Microsoft/Mac admin; endpoint management (Intune/SCCM); AV vendor/platform certifications.

Date Posted

15-ene-2026

Closing Date

28-ene-2026

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