Sr Technician – Executive Support

Full job description

Position Overview

The primary responsibility of the Sr Technician – Executive Support is to take full responsibility for overseeing all aspects of Sands Executive Support to quickly respond, resolve, and proactively anticipate executive challenges, complaints, requests, and inquiries. Establish a pattern of engaging key stakeholders to define IT pain points, technology gaps and exploring new solutions. This role will be the face of Corp IT, to liaise with the executives and Corp IT. The Sr Technician – Executive Support will actively research and analyze new technology, trends, developments within the environment to improve our service for stakeholders. The Sr Technician – Executive Support will install, maintain, and repair computers, devices, peripherals, and networks to ensure that effective technology is in place and used to its maximum capabilities. This position requires someone well-versed in computers and networks to manage security configurations and software to maintain privacy and protection from malicious activity.

All duties are to be performed in accordance with departmental and The Sands Corporation’s policies, practices, and procedures. All Las Vegas Sands Corp. Team Members are expected to conduct and carry themselves in a professional manner at all times. Team Members are required to observe the Company’s standards, work requirements and rules of conduct.

Essential Duties & Responsibilities

• Support the IT Operations function with its primary goals of RUN, MAINTAIN and SUSTAIN

• Focus on continuous professional development of self and others in emerging solutions.

• Ensure that best-in-class solutions are built to design patterns, development methodologies, and improve team productivity for the strategic delivery programs across Sands Corporate

• Drive automation and continuous improvement to provide system stability within the technical landscape

• Responsible for technical support to executives, VIPs and visitors of any kind to a Sands location.

• Responsible for handling incidents related to computers, software applications, network connectivity, mobile devices, and other related technology

• Manage a queue of requests, accurately enter information into ticketing system(s) and complete follow-up on incidents and requests

• Set up hardware and configure software and peripherals

• Maintain and repair technology equipment (PCs, printers, phones, audio-video systems, etc.).

• Follow prescribed troubleshooting procedures, manage communications, and escalate appropriately to supporting IT teams

• Perform operating system installation, upgrade, configuration, and security patch deployments using enterprise software distribution platforms

• Champion collaboration across IT and business functions

• Independently contribute to team objectives

• Mentor, support, and cross-train other Technology Support Specialists

• Monitor systems for availability, capacity, and performance utilizing monitoring tools and dashboards

• Contribute suggestions for new products, services, and processes to ensure best in class customer service

• Contribute to self-service knowledgebase, operational procedures, and documents

• Consistently demonstrate professionalism in all interactions

• Execute business communication on system planned maintenance, incident status notifications and other customer communications

• Perform physical implementation and changes in coordination with IT Services provider and in adherence with change approval process where applicable.

• Perform job duties in a safe manner.

• Attend work as scheduled on a consistent and regular basis.

• Perform other related duties as assigned.

Minimum Qualifications

• At least 21 years of age.

• Proof of authorization to work in the United States.

• Bachelor’s degree preferred or equivalent in relevant discipline

• Appropriate technical certifications

• Must be able to work varied shifts, including nights, weekends and holidays

• CompTIA A+ certification or ITIL certification preferred

• 5 years of diverse technical support experience with PCs, networks, mobile devices, peripherals, and user account management

• Proven experience professionally engaging with stakeholders across all levels of the organization, including peers and executive leadership

• Ability to work varied shifts, including nights, weekends, and holidays

• Expertise in Windows, MAC, and Linux operating systems, Active Directory, and productivity applications

• Expertise in WIFI configuration, conference room A/V technologies, physical access controls, connectivity to cloud services, internet circuit, identity administration and permission

• Good knowledge of internet security and data privacy principles

• Attention to details: excellent organizational and time management skills

• Sharp analytical and problem-solving skills

• Passionate self-motivator that thrives on results

• Strong communicator who can explain complex technical concepts to both IT management and business stakeholders in a consumable fashion

• Demonstrable experience building cross-functional partnerships

• Highly organized and comfortable remaining so in multi-faceted environments while multi-tasking

• Willing to work with remote teams in different geographies and time zones

Physical Requirements

Must be able to:

• Physically access assigned workspace areas with or without reasonable accommodation.

• Ability for prolonged periods of time to walk, stand, stretch, bend and kneel

• Work in a fast-paced and busy environment

• Work indoors and be exposed to various environmental factors such as, but not limited to, CRT, noise, and dust.

• Utilize laptop and standard keyboard to perform essential functions of the job.