Senior Technical Support Specialist

4 weeks ago

MagstattleBas, Grand Est, United States Mutual of Omaha Full time
About the Role

We are seeking a highly skilled Senior Support Technician to join our team at Mutual of Omaha. As a key member of our IT department, you will be responsible for leading the installation, maintenance, and troubleshooting of advanced desktop and application systems.

Key Responsibilities
  • Lead and manage technology solutions: Collaborate with senior business partners to understand needs, direct requirements gathering, and perform complex root cause analysis to develop and deliver appropriate solutions and strategies.
  • Oversee installation and maintenance of systems: Install, configure, maintain, and troubleshoot desktop and application delivery technologies and systems, ensuring the stability and performance of application and desktop environments.
  • Participate in strategic planning and performance analysis: Engage in capacity planning, demand forecasting, software performance analysis, system tuning, and provide input into the strategic and tactical direction for technology solutions.
  • Ensure compliance and security: Adhere to Change Management, Incident Management, and Configuration Management policies, while ensuring appropriate security and privacy measures are implemented to protect company data.
  • Mentor technical teams: Provide leadership by mentoring others, acting as a technical subject matter expert in projects, and effectively collaborating in a matrix environment to foster a balanced organization with complementary skills.
Requirements
  • Expert troubleshooting and technology platform knowledge: Possess vast experience with technology products and platforms, with advanced skills in identifying and resolving issues in real-time related to computer hardware, software, and desktop/application delivery systems.
  • Advanced customer service and communication skills: Ability to communicate in person effectively with customers, previous experience supporting associates and executives, serving them with a high level of professionalism, and working collaboratively within teams to obtain consensus and foster trust for win-win solutions.
  • Strong operational and strategic planning capabilities: Demonstrate expert understanding of operational and tactical planning, utilizing Division, Area, and Team goals to prioritize work, guide actions, and anticipate downstream effects of technology implementation.
  • Proficiency in process improvement and instruction: Deep knowledge of process improvement methodologies and expert skill in developing and delivering instruction and mentoring technical support staff.
  • Comprehensive understanding of desktop and application delivery systems: Expert knowledge of these systems and sub-systems, combined with a strong educational background in Computer Science or equivalent IT systems/support engineering experience.
  • You promote a culture of diversity and inclusion, value different ideas and opinions, and listen courageously, remaining curious in all that you do.
  • Ability to work at our home office located in Omaha, Nebraska, in a hybrid environment.
What We Offer
  • Estimated Salary: $85,500 - $95,000, plus annual bonus opportunity.
  • Benefits and Perks, 401(k) plan with a 2% company contribution and 6% company match.
  • Regular associates working 40 hours a week can earn up to 15 days of vacation each year.
  • Regular associates receive 11 paid holidays in 2024, which includes 2 floating holidays that are added to your prorated personal time to be used at your discretion.
  • Regular associates are provided sick leave through the use of personal time. Associates working 40 hours a week can receive up to 40 hours of personal time in 2024, which is prorated based on the start date. Additionally, you will receive two floating holidays in 2024 by way of personal time that may be used at your discretion.

We value diverse experience, skills, and passion for innovation. If your experience aligns with the listed requirements, please apply.

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