Sr. IT Customer Support Specialist – Diamond Services

The future is what you make it! When you join Honeywell, you become a member of our global team of thinkers, innovators, dreamers, and doers who make the things that make the future. That means changing the way we fly, fueling jets in an eco-friendly way, keeping buildings safe, and even making it possible to breathe on Mars! Working at Honeywell isn’t just about developing cool things. That’s why our employees enjoy access to dynamic career opportunities across different fields and industries. Are you ready to help us make the future? 
 
The Sr. IT Customer Support Specialist role is a highly visible one, functioning as the face of IT Support for Diamond Executives around the world. Based on critical Business requirements, the work environment is dynamic, robust, and highly demanding of quality results through immediate problem solving, customer-centric mindset, and effective time management. With access to special escalation matrices, tools, technologies, and resources, the Sr. IT Customer Support Specialist is enabled to deliver quality results to maintain down-time at a minimum. Your greater team is agile, dispersed globally, and hyper-focused on customer experience excellence. Face-to-face collaboration and knowledge sharing is essential for being successful. This role directly reports to the Diamond Supervisor.  
 
Key Responsibilities
 
     • Provide dedicated (white glove) support to a defined set of Diamond Executives and Executive Admins around the world, while strongly adhering to Service and Operational Level Agreements (SLA/OLAs).  
     • Work with Executive Assistants and IT Service Desk to drive an innovative support plan and technology roadmap for Executive’s technology needs, including travel and other offsite engagements.  
     • Work closely with Core IT, Applications, Networking, and Information Security Service Owners and Subject Matter Experts, to ensure enterprise solutions will enable Executive productivity.  
     • Determine and communicate Root Cause Corrective Analysis plans in an immediate and efficient way.  
     • Develop and maintain documentation such as training materials and Standard Operating Procedures (SOPs).  
     • Support MS Office 365 support knowledge, including Outlook and MS Teams.  
     • Manage Mobile device management (MDM), including enrollments, iOS upgrades, applications support, and general troubleshooting skills.  
     • Support Printer Management including standard break/fix of hardware, software, and networking issues.  
     • Enable Webinars for Diamond Executive population, by providing them with “white-glove” support before, during and after each of their Town Halls. 
     • Establish stellar trust and maintain a high level of confidentiality for all Executive’s operations activities/tasks.  
     • Ability to communicate effectively/consistently and develop respectable working relationships with other coworkers, Service Owners, and Executive Staff overall.