Overview
On Site
Full Time
Skills
Physical Layer
Cloud Computing
Leadership
Operational Excellence
Telecommunications
iPhone
Service Delivery
Telecommunications Expense Management
Mobile Devices
Provisioning
Issue Resolution
Management
FC
Problem Management
Root Cause Analysis
Project Coordination
Business Operations
Service Desk
Documentation
Training
Collaboration
Computer Hardware
Technical Support
Information Technology
Computer Science
IT Operations
Executive Support
Microsoft Windows
Problem Solving
Conflict Resolution
Communication
ServiceNow
TEM
Tivoli Endpoint Manager
Job Details
Title: Technical Support L1 - Mid-Level
Location: Framingham, USA (Required in Office)
Duration: 10+ Months Contract (Potential to extend and/or convert)
Notes:
5-10 years of experience in technical support
Interview process: Two interviews; 1 with the HM and another manager; second will be with upper management
What you'll do:
The Infrastructure and Operations (I&O) organization embodies the hub of lifecycle engineering for the Client, delivering, maintaining, and optimizing our technology portfolio on a cloud scale. We are a service-oriented team aimed at providing extraordinary experiences to thousands of Client associates, business partners, and application delivery teams across the portfolio.
The Technical Support - Mid-level is responsible for delivering premium IT support to senior leadership and stakeholders across various platforms and devices. This role ensures high-touch service delivery, operational excellence in mobile and telecom ecosystems, and seamless collaboration across global teams.
Key Responsibilities:
Executive IT Support & Tech Bar Engagement
o Provide direct support for SVPs and executive stakeholders across Windows, Mac, and iPhone devices, including all peripherals.
o Deliver personalized, high-quality technical assistance with professionalism and discretion.
o Be an active member of the Tech Bar team, offering walk-up support and ensuring excellent service delivery across all user tiers.
Mobile / TEM Operational Support
o Act as a liaison between End Users, EUS Engineering, mobile carriers, and Telecom Expense Management teams.
o Support mobile device lifecycle, provisioning, and issue resolution.
o Ensure mobile ecosystem performance aligns with business needs.
ServiceNow Incident/Request Escalations
o Manage escalations for incidents and requests across Home Office, DC/FC/PC Sites, and Buying Office Locations.
o Ensure timely resolution and communication for high-impact issues.
Incident & Problem Management
o Own the resolution of escalated incidents and problems, minimizing disruption to business operations.
o Perform root cause analysis and implement long-term solutions to prevent recurrence.
o Collaborate with cross-functional teams to address complex technical challenges.
Global Collaboration & Project Support
o Partner with Global EUS Engineering and Deskside teams on initiatives that support business operations.
o Contribute to planning and execution of IT rollouts and enhancements.
Service Desk Transition & Enablement
o Ensure Global Service Desk teams are equipped with transition materials for new rollouts.
o Provide documentation and training to support seamless adoption of IT changes.
Device Hardware Governance
o Collaborate with EUS Engineering and vendors to define and validate device hardware specifications.
o Ensure global hardware standards meet business requirements.
What you'll need (Requirements):
We seek creative, customer-focused individuals with a strong foundation in IT support and a passion for delivering exceptional service. You'll thrive in a fast-paced environment and be a trusted partner to executive stakeholders.
Bachelors degree in Information Technology, Computer Science, or related field preferred
5-10 years of experience in IT operations or executive support
Proven experience supporting Windows, Mac, and mobile platforms
Strong troubleshooting and problem-solving skills
Excellent communication and interpersonal abilities
Ability to work independently and collaboratively across global teams
What you'll need (Preferences):
Experience with ServiceNow and mobile/TEM ecosystems a plus.
Location: Framingham, USA (Required in Office)
Duration: 10+ Months Contract (Potential to extend and/or convert)
Notes:
5-10 years of experience in technical support
Interview process: Two interviews; 1 with the HM and another manager; second will be with upper management
What you'll do:
The Infrastructure and Operations (I&O) organization embodies the hub of lifecycle engineering for the Client, delivering, maintaining, and optimizing our technology portfolio on a cloud scale. We are a service-oriented team aimed at providing extraordinary experiences to thousands of Client associates, business partners, and application delivery teams across the portfolio.
The Technical Support - Mid-level is responsible for delivering premium IT support to senior leadership and stakeholders across various platforms and devices. This role ensures high-touch service delivery, operational excellence in mobile and telecom ecosystems, and seamless collaboration across global teams.
Key Responsibilities:
Executive IT Support & Tech Bar Engagement
o Provide direct support for SVPs and executive stakeholders across Windows, Mac, and iPhone devices, including all peripherals.
o Deliver personalized, high-quality technical assistance with professionalism and discretion.
o Be an active member of the Tech Bar team, offering walk-up support and ensuring excellent service delivery across all user tiers.
Mobile / TEM Operational Support
o Act as a liaison between End Users, EUS Engineering, mobile carriers, and Telecom Expense Management teams.
o Support mobile device lifecycle, provisioning, and issue resolution.
o Ensure mobile ecosystem performance aligns with business needs.
ServiceNow Incident/Request Escalations
o Manage escalations for incidents and requests across Home Office, DC/FC/PC Sites, and Buying Office Locations.
o Ensure timely resolution and communication for high-impact issues.
Incident & Problem Management
o Own the resolution of escalated incidents and problems, minimizing disruption to business operations.
o Perform root cause analysis and implement long-term solutions to prevent recurrence.
o Collaborate with cross-functional teams to address complex technical challenges.
Global Collaboration & Project Support
o Partner with Global EUS Engineering and Deskside teams on initiatives that support business operations.
o Contribute to planning and execution of IT rollouts and enhancements.
Service Desk Transition & Enablement
o Ensure Global Service Desk teams are equipped with transition materials for new rollouts.
o Provide documentation and training to support seamless adoption of IT changes.
Device Hardware Governance
o Collaborate with EUS Engineering and vendors to define and validate device hardware specifications.
o Ensure global hardware standards meet business requirements.
What you'll need (Requirements):
We seek creative, customer-focused individuals with a strong foundation in IT support and a passion for delivering exceptional service. You'll thrive in a fast-paced environment and be a trusted partner to executive stakeholders.
Bachelors degree in Information Technology, Computer Science, or related field preferred
5-10 years of experience in IT operations or executive support
Proven experience supporting Windows, Mac, and mobile platforms
Strong troubleshooting and problem-solving skills
Excellent communication and interpersonal abilities
Ability to work independently and collaboratively across global teams
What you'll need (Preferences):
Experience with ServiceNow and mobile/TEM ecosystems a plus.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.