Senior Onsite Technology Specialist

Overview:

The Senior Executive Technical Support Specialists are the face of technology when it comes to M&T’s most senior 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 teams to implement policy, procedure, and practice improvements.

Primary Responsibilities:

• Great opportunity and visibility to work across multiple technology and business disciplines.

• Confidently work directly with Executives under high stress situations

• Foster a tech safe and inviting culture for Executives and Board of Directors

• Ability to ‘read the room’, prioritize, and respond with urgency

• Respond to and resolve identified technical incidents requiring advanced problem-solving based on knowledge of system and adjoining systems.

• Ability to ask targeted questions and guide users with simple, step-by-step instructions

• Use advanced diagnostic tools to troubleshoot issues.

• Create trending information of system issues and work with partner teams to clarify variables to support efforts to address identified issues from the analysis.

• 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.

• Knowledge of building and installing PCs, computer peripherals, 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.)

• Create and edit end user, Service Desk and JIRA technical documentation.

• Lead and participate in technical and usability evaluations of Technology products and services for Bank employee use.

• Direct and monitor team resources and coordinate development tasks on small to large scope projects. Prepare and manage the technical component of project plans.

• Understand and adhere to the Company’s risk and regulatory standards, policies, and controls in accordance with the Company’s Risk Appetite. Identify risk-related issues needing escalation to management.

• On call rotation

Education and Experience Required:

• A combined minimum of 7 years’ higher education and/or relevant work experience, including a minimum of 3 years’ executive and/or endpoint user technical support experience

• Ability to build and maintain effective relationships within and across multiple technical teams

• Prior experience prioritizing and delivering results in high-pressure environment across competing priorities and quickly changing landscape

• Proficient persuasive communication skills to gain buy-in of others

• Proven experience with and demonstrable aptitude for quickly learning new technical skills, growing behavioral competencies, and seeking out industry best standards

• Exhibits high degree of workplace professionalism, including having a positive mindset, being open to professional coaching, accountable of one's actions, dedicated to quality outcomes, and respectful of others.

Education and Experience Preferred:

• Bachelor's degree in Computer Science or related discipline

• Project management experience

• Knowledge and understanding of corporate governance principles

• Detail-oriented

• Ability to see the big picture

• Strong interpersonal skills

• Flexibility in responding to work priorities

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