Premium End User Support Engineer

Job description

3329996
Additional Cities

Minato
Career Level

Experienced
Business

GE Corporate
Business Segment

Corporate CoreTech & Cyber
Function

Digital Technology
Country/Territory

Japan
Postal Code

107-6115
Role Summary/Purpose

CTS - Product Delivery is looking for a Premium Support Engineer who is highly motivated, energetic, and an IT client service professional. As a member of the Premium Support team, the candidate would be responsible for direct IT support to members of the senior executive leadership, and this includes: client digital assets, site-wide audio-visual equipment and user experience/interaction. The PSE will also focus on new technology deployment, service delivery management, and customer support.
Essential Responsibilities

• Provide Premium end-user services across the site(s), acting as an escalation and resolution point for service issues and managing 3rd-party service providers (as needed) to ensure business needs are being met
• Make technology decisions on behalf of Senior Global Leaders, to create a seamless and productive daily experience
• Operate as the Focal point for customer interaction and support for all local IT services including client, LAN, wireless, AV, conference room, telepresence, mobile and physical connectivity
• Partner with DWSS and other IT teams on new technology introduction projects to communicate, plan for and ensure the campus is prepared to deploy and support the new solution
• Ensure all business policies and standards related to client services, IT security and compliance are being met
• Partner with teams within the Core Tech organization to drive simplification and cost-effective strategies, leveraging synergies to achieve the organization’s technology strategy mission
• Anticipate, identify and resolve technical problems, applying subject matter knowledge in complex, difficult or extreme time constrained situations
• SME for end-user technologies at a site. Communicate technical information, provide coaching and support to audiences at all levels of the organization
• Leverage geographically diverse team of employees, vendor partners, and members of matrix organizations to accomplish goals
• Be accessible outside normal business hours as needed to handle and resolve urgent technology issues that may arise
• Fully own the support experience of all the technologies that the Senior Global Leaders use on a daily basis. Proactively and positively represent the brand of the support team to provide thoughtful and efficient technology solutions to senior leaders.
• Lead current and evolving initiatives and cross-functional projects related to site and client technology and support; being adaptable to change
Qualifications/Requirements

• Bachelor's degree in Computer Science, Information Management or other technical / IT field, OR in lieu of a degree: a HS diploma/GED and 4+ years of IT experience
• Minimum 2 years of experience with client (PC) technologies and support services
• Minimum 2 years of experience deskside support
• Must be willing to travel (up to 5-10% of the time)
• Must be willing to work out of an office located in Akasaka and Hino in Tokyo
• Must be fluent both in Japanese and English
Desired Characteristics

Technical Expertise:
• Windows 7 and 10
• MAC OS
• Skype Meeting and Skype Broadcast
• Office 365
• Video Conferencing

Business Acumen:
• Experience in mission critical IT operations support environments
• Ability to effectively interface and influence at all levels of the organization and external customers
• Experience working in a global, matrix organization
• Ability to manage a budget for technical expenditures, ensuring compliance with product and procurement strategies.

Leadership:
• Proven leadership and ability to adapt responsibilities based upon strategic business needs
• Ability to influence others and lead small teams
• Lead initiatives of moderate scope and impact

Personal Attributes:
• Ability to develop and follow procedures
• Ability to manage multiple, simultaneous tasks, client relationships and expectations
• Excellent written and oral communication skills
• Strong team player – collaborates well with others to solve problems and actively incorporates
• Effective problem identification and solution skills
About Us

GE (NYSE:GE) drives the world forward by tackling its biggest challenges. By combining world-class engineering with software and analytics, GE helps the world work more efficiently, reliably, and safely. GE people are global, diverse and dedicated, operating with the highest integrity and passion to fulfill GE’s mission and deliver for our customers. www.ge.com
Primary State/Province

Tokyo
Primary City

Minato