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GLOBAL JOBS

The Estée Lauder Companies attracts the most outstanding people from diverse industries and nurtures their talents. Whether they work in one of our stores, on a production line, at our corporate headquarters in New York City or in one of our affiliates worldwide, our employees take pride in their contributions to our success.

Job Information

The Estee Lauder Companies Senior Analyst, Executive Deskside Support Technicians in New York, New York

Senior Analyst, Executive Deskside Support Technicians

Brand: Estée Lauder Companies

Description

JOB SUMMARY:

Responsible for day-to-day personal technology support for the company’s most Senior Executives and their Administrative Assistants. The ETA will work quickly and effectively to diagnose and resolve issues related to personal computers, tablets, mobile devices, printers, videoconferencing services, business application software, telecommunications, and local networks according to enhanced service level expectations and the executive’s needs.

ROLES AND RESPONSIBILITIES:

Provide on-site technical support for the company’s most Senior Executives, as well as 24/7 after-hours on call support.

Resolve technical issues and challenges quickly and effectively with minimal disruption to the Executives.

Understand better how individuals operate and personalise support to enhance their technology experience.

Enhance the technology experience of the Executives by showing them how to best exploit technology tools to deliver productivity and efficiency benefits.

Develop close business relationships and demonstrate expert level ability to inspire trust and become the “go to“ person for all the Executives technology needs.

Maintain confidentiality in supporting and improving executive level needs.

Stay “on trend” in order to best recommend solutions and products that enhance the Executives productivity, needs and skill sets.

Analyze technology issues and trends, determine root causes and troubleshoot for resolution.

Setup conferencing equipment and test audio/video quality prior to meetings.

Provide support with home visits or to remote locations, maintaining connectivity and creating a positive experience.

Log all incidents and service requests into the call logging tool to track and monitor metrics, diagnose chronic issues, and follow up.

Lead resolution requiring cross functional support, working closely with other towers leads, operational and engineering staff, and other subject matter experts to resolve issues.

Provide feedback, quality assurance, and user acceptance testing for technology products and services.

Coordination of technology travel needs and proactive evaluation of mobile devices from both a service and security perspective.

Accountable for consistent, effective and professional onboarding and exit processes for employee IT needs.

Responsible for the refresh of all hardware within agreed lifecycle and maintenance of accurate inventory.

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

Create and edit technical documentation.

Support external Executive events and meetings either on site or virtually.

Qualifications

EDUCATION AND EXPERIENCE:

1.Educated to degree level, preferably in relevant subject or discipline.

2.Five years’ experience supporting internal desktop systems software and hardware, application training, and overall incident ownership and management.

3.Three years’ experience working in support of desk side services with specific focus on supporting executive levels and their assistants.

4.Three years’ experience supporting Microsoft Desktop/Laptops, Apple technologies devices and network connectivity.

5.Two years’ experience with Skype Enterprise Voice and Microsoft Outlook/Exchange, including advanced troubleshooting.

6.Advanced knowledge of iOS and Android mobile devices and experience with MDM solutions.

7.Experience with McAfee (full disk encryption, antivirus) and SCCM for endpoint management and software delivery.

PERSONAL CHARACTERISTICS:

1.Must be comfortable working under pressure and supporting C Level Executives

2.Must possess excellent client facing skills and strong capacity to communicate and build trusted relationships.

3.Be able to work with external service providers and deliver the right services at the right time in a rapidly changing business environment.

4.Tenacious, with good follow up and attention to detail.

5.Excellent customer service skills, analytical troubleshooting abilities, and strong verbal and written communication skills to be able to produce clear and concise information.

6.Work well within a team environment and keep superior informed on all issues.

Job: Information Technology

Primary Location: Americas-US-NY-New York

Job Type: Standard

Schedule: Full-time

Shift: 1st (Day) Shift

Job Number: 1911455

We are an equal opportunity employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. It is Company's policy not to discriminate against any employee or applicant for employment on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances. The Company will endeavor to provide a reasonable accommodation consistent with the law to otherwise qualified employees and prospective employees with a disability and to employees and prospective employees with needs related to their religious observance or practices. Should you wish to apply for this position or any other position with the Company and you believe you require assistance to complete an application or participate in an interview, please contact USApplicantAccommodations@Estee.com

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