The posting
Job Description
You Lead the Way. We’ve Got Your Back. At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.
Are you able to critically assess a situation and provide a solution? Do you want to learn how to thrive in a fast-paced environment while expanding your knowledge? Can you analyze and interpret data? Do you have an interest in providing quality service to our colleagues? If yes, this might be the role for you. As a Service Delivery Engineer you will have the opportunity to become proficient, if not advance, in various workplace tools and software systems as well as collaborate with internal customers and product/support teams. With hands on training, mentoring, and cross-functional team collaboration, we give you the resources to take control and be successful in your career.
Within the Technology Concierge brand, technical skills and communication are key. You’ll interact with multiple business units, customers and third-party clients while delivering exceptional service. This role requires you to be the product middleman, content trainer and technical support for end-users. As a member of the team, you’ll grow within your ability to analyze data, create, follow and update processes. We are in the business of customer facing, building relationships and providing technical support while simultaneously training users to be self-sufficient.
Responsibilities
The successful candidate will be responsible for the investigation and resolution of incidents, problems, and gaps as well as implement remedies and preventative measures to include solutions and innovation. They will assist with projects, testing, enhancements, and long-term technical solutions. Other duties include:
- Maintain composure and structure in a fast-paced environment
- Communicate efficiently and effectively to various lines of business, users and customers
- Provide seamless technology support to our colleagues at the Technology Concierge or via Field Services support within the call center environment.
- Focus on asset management, inventory, and data quality as it pertains to computers and associated components
- Educate customers/users in such a way they become self-reliant
- Diagnose and troubleshoot software and computer hardware issues through problem solving
- Assists in the investigation (root cause analysis) and resolution of problems
- Assists or undertakes the development and deployment of preventative maintenance procedures
- Ensures that service deliverables meet the agreed quality standards of documentation and reporting
- Contributes to continuous service improvement by maintaining best practices and knowledge repositories
Qualifications
We back our colleagues with the support they need to thrive, professionally and personally. That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
- Knowledge of technical infrastructure and end user computing including networking, telecom, broadband, hardware, software and configuration.
- Strong understanding and knowledge of call center environments; applications, portals, telephony, testing.
- Enterprise and strategic thought process with the ability to plan, analyze, design, implement, and operate.
- Prefer demonstrated experience in resolving complex technical and commercial issues in a fact-based way that produces results quickly and maintains relationships
- Ability to build effective working relationships with the business (call center being a key), Technology, and vendor partner leaders
- Possess excellent verbal/written communication and negotiation skills
- Understanding of infrastructure platforms, services and technology processes
- Self-motivated and driven to identify and deliver appropriate solutions
- Strong knowledge of Microsoft Windows, Mac, Mac O/S, Windows Office Suite & Outlook
- Working knowledge of connectivity type tools (wireless, Cisco AnyConnect, Global Protect, Citrix)
- Typically holds a bachelor’s degree in Computer Science, Information Systems, Business Administration or other related fields or has the equivalent 6+ years of work experience
- This role is onsite in our New York City location
About Us
At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.
As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.
