Technical Support L1 – Mid-Level
Title: Technical Support L1 – Mid-Level
Location: Framingham, USA (Required in Office)
Duration: 10 Months Contract (Potential to extend and/or convert)
Notes:
5-10 years of experience in technical support
Interview process: Two interviews; 1 with the HM and another manager; second will be with upper management
What you’ll do:
The Infrastructure and Operations (I&O) organization embodies the hub of lifecycle engineering for the Client, delivering, maintaining, and optimizing our technology portfolio on a cloud scale. We are a service-oriented team aimed at providing extraordinary experiences to thousands of Client associates, business partners, and application delivery teams across the portfolio.
The Technical Support – Mid-level is responsible for delivering premium IT support to senior leadership and stakeholders across various platforms and devices. This role ensures high-touch service delivery, operational excellence in mobile and telecom ecosystems, and seamless collaboration across global teams.
Key Responsibilities:
Executive IT Support & Tech Bar Engagement
o Provide direct support for SVPs and executive stakeholders across Windows, Mac, and iPhone devices, including all peripherals.
o Deliver personalized, high-quality technical assistance with professionalism and discretion.
o Be an active member of the Tech Bar team, offering walk-up support and ensuring excellent service delivery across all user tiers.
Mobile / TEM Operational Support
o Act as a liaison between End Users, EUS Engineering, mobile carriers, and Telecom Expense Management teams.
o Support mobile device lifecycle, provisioning, and issue resolution.
o Ensure mobile ecosystem performance aligns with business needs.
ServiceNow Incident/Request Escalations
o Manage escalations for incidents and requests across Home Office, DC/FC/PC Sites, and Buying Office Locations.
o Ensure timely resolution and communication for high-impact issues.
Incident & Problem Management
o Own the resolution of escalated incidents and problems, minimizing disruption to business operations.
o Perform root cause analysis and implement long-term solutions to prevent recurrence.
o Collaborate with cross-functional teams to address complex technical challenges.
Global Collaboration & Project Support
o Partner with Global EUS Engineering and Deskside teams on initiatives that support business operations.
o Contribute to planning and execution of IT rollouts and enhancements.
Service Desk Transition & Enablement
o Ensure Global Service Desk teams are equipped with transition materials for new rollouts.
o Provide documentation and training to support seamless adoption of IT changes.
Device Hardware Governance
o Collaborate with EUS Engineering and vendors to define and validate device hardware specifications.
o Ensure global hardware standards meet business requirements.
What you’ll need (Requirements):
We seek creative, customer-focused individuals with a strong foundation in IT support and a passion for delivering exceptional service. You’ll thrive in a fast-paced environment and be a trusted partner to executive stakeholders.
Bachelors degree in Information Technology, Computer Science, or related field preferred
5-10 years of experience in IT operations or executive support
Proven experience supporting Windows, Mac, and mobile platforms
Strong troubleshooting and problem-solving skills
Excellent communication and interpersonal abilities
Ability to work independently and collaboratively across global teams
What you’ll need (Preferences):
Experience with ServiceNow and mobile/TEM ecosystems a plus.