Service Delivery Engineer
American Express
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. As part of Team Amex, you'll experience this 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.
Deliver a best-in-class digital servicing experience to everyone, everywhere, everyday.
Site Services International are a team of problem-solvers, relationship managers, customer service experts, communicators, educators, technicians, analysts, engineers, project managers, facilitators, doers, thinkers and all-around helpful people.
Our purpose is to ensure that Amex workplace technology works seamlessly and effectively. We strive to put colleagues at the centre of everything we do by maintaining the smooth running of the tech infrastructure, removing tech-related barriers and points of friction whilst providing impeccable customer service.
How will you make an impact in this role?
We have a fantastic open role based in our Brighton office for a Service Delivery Engineer, who will be managing a team in our customer facing Technology Concierge, supporting our deployment of world class experiences for colleagues & engineering teams globally. This role will have access to cutting edge tools, engage with a progressive team, whilst working in a fast-paced environment where thinking outside of the box is championed. Your passion for service is critical for this role.
Are you up for the challenge?
Key responsibilities:
- Reporting into the Senior Service Delivery Manager – a key stakeholder – working closely to deliver goals.
- Troubleshooting issues and instigating preventative measures, including escalations, major incidents and high priority meetings.
- Managing a customer facing team in a demanding customer environment.
- Managing capacity and availability issues, various moves/adds/changes, server software installation and configuration.
- Recording, tracking and updating call information on a service management tool.
- Ensuring that Service Delivery work meets the agreed quality standards of documentation and reporting (asset management, incident management etc.)
- Bolstering continuous service improvement by maintaining standard methodologies and knowledge repositories.
- Creating draft knowledge management articles for QA with resolutions and workarounds.
- Contributing to creation of technical design/implementation documentation.
- Performing all technical aspects to support infrastructure implementations, deployments and technologies related to dynamic infrastructure platforms.
- Participating in test planning and execution.
- Recognising opportunities to embrace innovative technologies.
- Working cross-functionally to resolve customer issues thoroughly and effectively.
- Ensuring the quality and timely repair of the devices as per the warranty guidelines.
- Planning and supporting streaming events.
Minimum Qualifications:
- 3–5 years of hands-on experience in similar role with a variety of operating systems & network protocols
- Practical application using Agile or other rapid application development methods.
- Prior experience performing as an Engineer within a product engineering organisation
- Specific technical knowledge of Windows and/or MAC OS
- Expert Active Directory and Group Policy knowledge
- Expert Windows OS skills and knowledge
- Expert MAC OS skills and knowledge
- WSUS patching and remediation experience.
- Excellent Android/Apple iOS skills and experience with MDM and JSS
- Expert Knowledge of Office 365 centralized deployments and release management
- Basic knowledge of corporate network topologies
- Basic knowledge of Firewalls and VPN technologies
- Experience in use and support of EUC applications and enterprise EUC management toolsets.
- Experience of deploying and support of desktop images and applications to enterprise managed EUC estates
Preferred Qualifications:
- University Degree in Computer Science, Information Systems, or another related field
- Microsoft & Apple accreditations
We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:
- Competitive base salaries
- Bonus incentives
- Support for financial-well-being and retirement
- Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- Generous paid parental leave policies (depending on your location)
- Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
- Free and confidential counseling support through our Healthy Minds program
- Career development and training opportunities
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.