Tech End User Support Sr Specialist

Tech End User Support Sr Specialist



Tech End User Support Sr Specialist – Stamford, CT

Be a part of a revolutionary change!

At Philip Morris International (PMI), we’ve chosen to do something incredible. We’re totally transforming our business and building our future on one clear purpose – to deliver a smoke-free future.

With huge change, comes huge opportunity. So, if you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions. Our success depends on people who are committed to our purpose and have an appetite for progress.

Our beautiful HQ in Stamford, CT is just steps away from the Stamford Metro-North Train Station and easily accessible from NYC

We are seeking a highly skilled IT VIP Support Specialist to provide exceptional technology support to our internal VIPs. The ideal candidate will have extensive experience with Microsoft Windows, Mac OS, iPad OS, and iOS, as well as the related hardware support for our standard devices.

• End-to-End Customer Service Delivery• Provide dedicated IT support to internal VIPs (Senior Management), ensuring timely and effective resolution of technical issues.

• Troubleshoot and resolve hardware and software issues on Microsoft Windows, Mac OS, iPad OS, and iOS devices.

• Stay up-to-date with technology trends and advancements to provide proactive support.

• Provide personalized IT support to VIP users, ensuring their technical needs are met promptly and efficiently.

• Manage and resolve complex technical issues, escalating to higher-level support when necessary.

• Responsible for delivering best in class end-to-end IT Customer Services covering multiple locations, including on-site and off-site VIP events.

• Use technology to help PMI IT groups and end users quickly and efficiently carry out their digital strategies.

• Solution Adoption and Change Management• Establish and anchor a strong relationship with the local and remote support teams, ensuring a consistent, efficient, and resilient end-to-end service delivery.

• Ensure that all solutions implemented are fully adopted by the relevant VIP via appropriate communications, training, monitoring, and continuous improvement initiatives.

• Understand tools being used by VIP users so that pain points can be understood.

• Information Technology Roadmap Planning• Use technology to help PMI IT groups and end users quickly and efficiently carry out their digital strategies.

• Participate in global project delivery and work on global processes.

• Ensure continuous improvement of services.

• Proactively enhance service quality and operational efficiency.

• Contribute to the development and execution of the overall IT Strategy under the leadership of the IT Manager DW&C.

• Escalate any new issues raised from the VIP users to the service managers and track them so that issues are solved, and the customer journey is improved.

• Bachelor’s degree in Computer Science or similar preferred

• 3 or more years of business / IT experience

• Experience in a multi-national company

• Experience in Service Mgt (ITIL)

• Project Management Skills

• ITIL certification or equivalent

• Legally authorized to work