Senior Executive Support Technician

Who we are

American International Group, Inc. (AIG) is a leading global insurance organization. Building on 100 years of experience, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security.

The Senior Executive Technology Support Technician is a key member of an elite group of technologists who provide direct technology support to the most senior executives of AIG (including the CEO) in our Corporate Headquarters located in NYC. This position requires someone with strong professional skills and deep levels of technical expertise across multiple disciplines. Paying close attention to detail, exhibiting excellent judgement and the ability communicate clearly and concisely with executives & senior staff is a critical component to success in this role. This role demands that the person acts as the face of IT for executives. To reduce impact on the executives, developing deep partnerships with other support teams to mitigate issues quickly is essential. The ideal candidate enjoys technology and has in-depth understanding and working knowledge of many end user technology platforms.

The successful candidate will be more than simply a great technician. We're looking for people who embrace technology and want to grow & learn. We want this team to be recognized as an industry leader in excellent customer service, meanwhile being excellent technologists. We will ensure we can effectively resolve and communicate with various levels of stakeholders within a dynamic organization. Our intent is to find SME's who have the capacity to evolve, learn and keep pace with the rate of change.

About the role

We want to hear from you today if you can:

• Provide the highest-level white glove onsite IT support to senior executives including the CEO and direct staff.

• The role is based in our Midtown Manhattan, New York City Headquarters with frequent onsite support requirements in Westport, CT

• Travel support for offsite meetings & events inclusive of printers, desktops, mobile devices, meeting support & network connectivity

• Provide technical expertise support in the areas of Microsoft Windows 10, Microsoft Office Suite 365, Intune, Common off-the-shelf applications, SCCM Remote Connectivity Platform, network/local printers.

• Assist with moves, installs, acquisitions and divestitures.

• Escalate critical incidents to management as needed.

• Persistent logging of tickets and timely resolution of first-line issues, or escalation to other support teams.

• Adhere to all SLA's and KPI's.

• Review incident tickets and respond to end-users appropriately and within established SLA standards; resolve open tickets in a timely and professional manner, ensuring a positive client experience and high First Call Resolution.

• Ability to follow and improve procedure documents

• Key technical contributor in the development, deployment, monitoring, maintenance, upgrade of IT systems, including AV, meeting services, PC's, operating systems, software, hardware and peripherals.

• Participate in the deployment of enterprise level special projects

• Provide after hours, on call support and emergency response at any time (24x7).

• Install, configure and support all hardware and software in the environment.

• Provide support to growing mobility platform (iOS, Android and Windows based platform)

• Troubleshoot, research and resolve escalated technical problems and incidents

• Research new industry technologies and recommend proactive solutions within the environment

• Process Improvement: Identifies processes for improvement in daily work; educates new staff in team process

• Work independently while simultaneously being a collaborative team member striving for team success.

What we are looking for

Professional

• 5+ years direct experience supporting a CEO of a fortune 500 company

• 8+ years' experience as part of an Executive Support organization

• Direct experience leading & supporting Board Meetings & Executive Offsites at company offices or hotels.

• Strongly customer service oriented; strong organizational and communication skills, positive and can-do attitude

• Ability to communicate and to interact effectively with colleagues and executives

• Ability to work and adapt in a dynamic environment and recognize priority issues, escalating accordingly

• Self-starter with the ability to effectively work with minimal supervision

• Must be motivated and willing to learn

• Strong Organizational Skills

• Ability to manage multiple end-user support requests effectively

• Experience with MDM and supporting mobile devices

• Ability to read, analyze, and interpret professional journals and technical procedures.

• Ability to communicate effectively both orally, and in correct grammar writing, via weekly reports.

• Fluent in speaking, writing, and reading, English language

• An active interest and passion for IT, besides regular office hours

• Ability to work both independently and as part of a project group, with time constraints

• Experience with creating standards and documentation

• Travel will be required as needed. Valid Passport & ID required

Technical

• 2+ years' experience providing "white-glove" support for high-profile multipoint video meetings using hardware from Cisco, Microsoft Teams Rooms, Zoom Rooms.

• 2+ years' experience working with Cisco Video Conferencing equipment and popular meeting platforms like WebEx, Zoom, Bluejeans.

• Advanced knowledge of Microsoft Office Suite 365 and Microsoft Teams

• Knowledge of TCP/IP networking and related network services (i.e., DNS, SMTP, DHCP, etc.).

• Knowledge of Active Directory/Azure AD concepts and administration.

• Working knowledge of SCCM (System Center Configuration Manager). Working knowledge of Microsoft Endpoint Manager/InTune.

• Extensive knowledge and experience with Windows based technologies including Intune, Windows 10, SCCM, Azure, Exchange

• Hardware platforms including Dell, Microsoft and Lenovo

• Outstanding troubleshooting skills in WAN/LAN/Desktop situations

• Working knowledge of Remote Connectivity tools such as Bomgar, TeamViewer, Remote Desktop

• Working knowledge of industry standard ticketing systems like ServiceNow

Certifications

• CompTIA A+, Network+, Security+
• Apple Certified iOS Technician (ACIT) Apple Certified Support Professional (ACSP), Apple Certified Macintosh Technician (ACMT)
• Microsoft Certified Windows Associate - Windows 10 (MCSA), Microsoft Office Specialist (MOS)
• ITL Foundations v3

The base salary range for this position is $131,000-$165,000 and the position is eligible for a bonus in accordance with the terms of the applicable incentive plan. In addition, we're proud to offer a range of competitive benefits, a summary of which can be viewed here: 2024 Benefits Overview

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Enjoy benefits that take care of what matters

At AIG, our people are our greatest asset. We know how important it is to protect and invest in what's most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security-as well as your professional development-to bring peace of mind to you and your family.

Reimagining insurance to make a bigger difference to the world

American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world's most far-reaching property casualty networks. It is an exciting time to join us - across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.

Welcome to a culture of belonging

We're committed to creating a culture that truly respects and celebrates each other's talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through our flexible work arrangements, diversity and inclusion learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The diversity of our people is one of AIG's greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.

AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.

AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you believe you need a reasonable accommodation, please send an email to candidatecare@aig.com.

Functional Area:

IT - Information Technology

Estimated Travel Percentage (%): Up to 50%

Relocation Provided: No

AIG GLOBAL OPERATIONS, INC.