Executive Technical Support

The End User Computing organization [EUC] provides engineering, operations, and support of end user capabilities for all our colleagues across M&T. Beyond supporting 32,000 endpoints, solutions offered include voice, video, collaboration, and filesharing. EUC is challenged with engineering modern devices, functionally solid software, and excellent experiences with a focus on ease of use, capabilities that enable productivity, and solutions that are modern and current. Overview: The Executive Support SME are the face of technology when it comes to the Executives and Board of Directors. This role has both tremendous opportunity and visibility as you will be working with many technology and business disciplines. This role will directly impact and improve every day customer experiences across the enterprise by working with multi-disciplinary technical to implement policy, procedure, and practice improvements. Primary Responsibilities: Create trending information of system issues and work with partner teams to clarify variables to support efforts to address identified issues from the analysis. Respond to and resolve identified technical incidents requiring expert problem-solving based on knowledge of system and adjoining systems. Use advanced diagnostic tools to troubleshoot issues. Research options when anomalies occur and choose best course of action. Provide training to less experienced staff. Use tools to help automate processes and make systems more efficient, manageable, available, and secure. Great opportunity and visibility to work across multiple technology and business disciplines. Ability to foster a tech safe and inviting culture for Executives and Board of Directors. Effective written and oral communication. Ability to ‘read the room’, prioritize, and response with urgency Ability to be confidently work directly with Executives under high stress situations On call rotation Experience working with Executive Level Management Knowledge of WebEx, MS Teams, Microsoft 365, iOS, and Android support. Supporting Virtual/Onsite events using Cisco Video equipment and third-party conferencing services (Zoom, On24, GoToMeeting, etc.) Education and Experience Required: Minimum of 6 years’ higher education and/or work experience Prior experience reading and digesting technical information Detail-oriented Strong written and verbal communication skills Prior experience communicating technical information within a team and to immediate manager Strong customer focus, including ability to manage customer needs and multiple work priorities Location Buffalo, New York, United States of America