MetLife

Role Value Proposition:  

As a problem solver with a passion for technology, you excel at connecting with customers and exceeding their expectations. As a member of MetLife's Technology Experience Team, you will join a team leading initiatives to boost productivity and enhance user experiences for senior leaders. You will develop and implement technology strategies, promote tech adoption by understanding key user needs, and identify areas for improvement. By providing both tactical and strategic advice, you will help shape MetLife’s tech framework, ensuring a seamless leadership tech experience.

Key Responsibilities: 

• Deliver comprehensive desktop support and audio-visual support to the Executive Group
• Serve as a technical liaison for executives, ensuring clear and effective communication with both internal and external stakeholders, as well as customers.
• Influence senior leadership and business partners with clear communication.
• Drive IT innovation by improving product navigation.
• Engage in a collaborative team environment, working with cutting-edge video and collaboration technologies.
• Work closely with network and engineering teams to resolve issues with executive office and home setup.
• Develop and maintain a wide range of business relationships internally and externally to ensure the delivery of IT services meets customer needs.
• Lifecycle management of all end user technology provided to executives. Inventory management and standardization to ensure consistent experience across all executive device configurations (office and home offices).
• Provide personalized training to executives & administrative staff to support technology adoption.
• Work closely with teammates - oftentimes remotely - to provide direct technology support to executives during business hours and occasional after-hours support.
• Execute incident, problem & change management, request fulfilment within service level agreements (SLA) and update corresponding tracking systems in real-time as the work is completed.
• This position requires travel as needed for remote support, special events, or conferences.

Essential Business Experience and Technical Skills:

• Bachelor’s degree in computer science, information Technology, Business, or a related discipline.
• Able to self-manage and work independently in a fast-paced, constantly changing environment
• Aptitude for acquiring skills in technical troubleshooting and an eagerness to learn and take on new challenges
• Strong verbal and written communication skills to manage time effectively, multitasking, and resolving complex technical issues.
• Attentive to direct areas of responsibility, while possessing the ability to escalate urgent executive matters at the right time
• Passion for customer service and ownership of the customer experience, including comprehensive issue resolution
• End user technology support skills ranging from mobile, desktop, printers & peripherals, productivity software & collaboration technologies (Cisco Telepresence, WebEx sessions, and Microsoft Teams)

Preferred:

• Minimum 2-3 years of experience supporting C-Level Executives in a large, complex, enterprise environment, providing professional technical troubleshooting expertise
• Hands-on experience providing “white glove” support for high-profile meetings such as Board of Directors Meeting, Quarterly Earnings Calls, Executive Committee Meetings, or onsite meetings and events
• Prior experience or internships in a technical support role is highly desirable.
• Experience using Adobe Premiere or Final Cut equivalent