Senior Technical Support Engineer

Business Unit:Global Information Technology
Salary Range:$92,000 USD - $104,000 USD

Specific compensation will be based on candidate’s experience, skills, qualifications, commercial considerations, and other job-related factors permitted by law. At Russell Investments, salary is just one part of our compensation package. Our total rewards approach includes an annual performance bonus (subject to eligibility criteria) in addition to participation in our competitive benefits programs including healthcare, retirement, vacation, and wellbeing programs.

Job Description:

Every day, we seek to improve financial security for people. Joining our Workplace Technology team as a Senior Technical Support Engineer means you will be a part of a passionate and supportive team that believes what we do matters to our clients and investors. You will be responsible for end-user Workplace Technology support for a Global Financial Services company. You will assist staff in the Corporate Office and remote locations with technical support for desktop computers, applications, and AV/Conference room technology. Support includes specifications, installation and testing of computer systems and peripherals within established guidelines. This highly visible position will be responsible for resolving simple to medium end-user issues and working closely with executives and their staff. In addition to providing end-user support, it is the responsibility of the technician to assist with the identification of trends in the computing environment and participate in resolution testing. Activities will require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. You will also be responsible for understanding the local office environment, technology- specific uniqueness, and acting as a trusted advisor to the end-user community on their computing experience.

Your Core Responsibilities:

• Perform testing and monitor desktop performance and provide performance statistics and feedback to Workplace Technology Service Manager.
• Receive and respond to incoming calls, pages, and/or emails regarding Workplace Technology (desktops/laptops, mobile phones, etc.) problems with Russell standard processes.
• Set up all new hardware and software and train new users.
• Maintain system documentation and inventory.
• Perform Software installation requests and provide Tier 2 troubleshooting for all standard and enterprise approved applications.
• Assist organization with developing, maintaining and promoting procedures, policies, reports, and other documentation for contribution to the Enterprise Knowledgebase for the Enterprise Service Desk and Workplace Technology Support Team to drive first call resolution rates.
• Perform onsite analysis, diagnosis and resolution of simple to more complex desktop problems. Recommend Russell approved best practices for end-users, including hardware repairs and warranty work with the manufacturers.
• Install, configure, test, maintain, monitor and troubleshoot end-user workstations, related hardware and software. Ensure all physical desktop connections (i.e. Ethernet jacks, telephone ports, connections between PC's and peripherals, etc.) are in proper working order.
• Supports the onboarding and offboarding processes including client-based equipment provisioning and creating and managing user accounts & permissions.
• Support the client-based equipment refresh cycles, including PC, mobile phones, and peripheral upgrades for existing end users.
• Owns, organizes, and executes the equipment lease returns process.
• Manage internal and external IT inventory and ensure adequate supplies are on hand.
• Identify tasks and processes that can be improved to ensure IT and end users are as efficient as possible.
• Provide technical support and problem resolution to Service Desk staff.
• Partners with the AV Support & Infrastructure architects to set up and manage conference room equipment. Troubleshooting and identifying appropriate solutions.
• Works closely with customers to deliver an excellent meeting, conference, and working experience using Teams and Zoom.
• Partners with AV Support to manage the meeting events calendar and provide support for live events and town halls both on site and remote. 

Your Expertise:

• 8+ years of experience implementation/managing desktop in a Microsoft Windows environment, imaging, patching, software deployment and related technologies.
• Experience installing software, patches, updates on Desktops and Laptops.
• Experience with Windows, OS X, iOS, and Android operating systems.
• Knowledge of Apple hardware, Mac OS X, IOS iPhones and iPads is required.
• Strong background in troubleshooting and superior analytical skills supporting users in a Windows environment on multiple client computing platforms, i.e. Physical and Virtual Workstations, and Citrix
• Ability to communicate effectively/consistently and develop respectable working relationships with other coworkers, Service Owners, and Executive Staff is essential.
• Customer oriented, a positive, team-oriented attitude, flexibility, and understanding of the business issues driving the need for information technology, and solid work ethic is expected.
• Excellent verbal and written communication skills. The ability to interact with all levels of the organization and communicate clearly and concisely, both orally and in writing.
• Strong organizational skills including the ability to set shifting priorities and meet deadlines/adaptability/flexibility.
• Capable of resolving the most complex problems/tasks.
• Advanced knowledge of Microsoft Systems Center Configuration Manager concepts and reporting and working knowledge of Active Directory.
• A+ Certification required.
• Ability to be a team player and promote the value of the support team's services.
• DOSD - Dell Online Search Dispatch certification desired.
• MCDST desired.

Critical Skills

• Experience with all Conferencing Technologies (telephony/video-calls/content sharing)
• Experience supporting executives and their staff
• Experience with Printer technologies (setup/maintenance/configurations/networking)
• Self-motivated/driven and able to work with little supervision or direction
• Strong bias for action and results orientation
• MS Office Suite Software
• Knowledge of Windows OS Registry
• Knowledge of local/domain user security
• Knowledge of Active Directory and Group Policy Knowledge
• ITIL v.3 Foundation Certification

Equal Employment Opportunity 

Russell Investments is committed to providing equal employment opportunities for all associates and employment applicants regardless of race, religion, ancestry, creed, color, gender (including gender identity which refers to a person's actual or perceived sex, and includes self-image, appearance, behavior or expression, whether or not different from that traditionally associated with a person's biological sex), age, national origin, citizenship status, disability, medical condition, military status, veteran status, marital status, sexual orientation, past or present unemployment status , or any other characteristic protected by law.