The Senior Executive Technical Support Specialists are the face of technology when it comes to M&T’s most senior Executives and Board of Directors. This role has both tremendous opportunity and visibility as you will be working with many technology and business disciplines. This role will directly impact and improve every day customer experiences across the enterprise by working with multi-disciplinary technical teams to implement policy, procedure, and practice improvements.
Primary Responsibilities:
Great opportunity and visibility to work across multiple technology and business disciplines.
Confidently work directly with Executives under high stress situations
Foster a tech safe and inviting culture for Executives and Board of Directors
Ability to ‘read the room’, prioritize, and respond with urgency
Respond to and resolve identified technical incidents requiring advanced problem-solving based on knowledge of system and adjoining systems.
Ability to ask targeted questions and guide users with simple, step-by-step instructions
Use advanced diagnostic tools to troubleshoot issues.
Create trending information of system issues and work with partner teams to clarify variables to support efforts to address identified issues from the analysis.
Research options when anomalies occur and choose best course of action.
Provide training to less experienced staff.
Use tools to help automate processes and make systems more efficient, manageable, available, and secure.
Knowledge of building and installing PCs, computer peripherals, WebEx, MS Teams, Microsoft 365, iOS, and Android support.
Supporting Virtual/Onsite events using Cisco Video equipment and third-party conferencing services (Zoom, On24, GoToMeeting, etc.)
Create and edit end user, Service Desk and JIRA technical documentation.
Lead and participate in technical and usability evaluations of Technology products and services for Bank employee use.
Direct and monitor team resources and coordinate development tasks on small to large scope projects. Prepare and manage the technical component of project plans.
Understand and adhere to the Company’s risk and regulatory standards, policies, and controls in accordance with the Company’s Risk Appetite. Identify risk-related issues needing escalation to management.
On call rotation
Education and Experience Required:
A combined minimum of 7 years’ higher education and/or relevant work experience, including a minimum of 3 years’ executive and/or endpoint user technical support experience
Ability to build and maintain effective relationships within and across multiple technical teams
Prior experience prioritizing and delivering results in high-pressure environment across competing priorities and quickly changing landscape
Proficient persuasive communication skills to gain buy-in of others
Proven experience with and demonstrable aptitude for quickly learning new technical skills, growing behavioral competencies, and seeking out industry best standards
Exhibits high degree of workplace professionalism, including having a positive mindset, being open to professional coaching, accountable of one's actions, dedicated to quality outcomes, and respectful of others.
Education and Experience Preferred:
Bachelor's degree in Computer Science or related discipline
Project management experience
Knowledge and understanding of corporate governance principles
Detail-oriented
Ability to see the big picture
Strong interpersonal skills
Flexibility in responding to work priorities
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M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $99,500.00 - $165,900.00 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.
Boston, Massachusetts, United States of America
Great companies have an enduring sense of purpose. At M&T, our purpose is a simple one: make a difference in people’s lives and uplift the communities we serve. Founded in 1856 in Buffalo, NY we are now a top 11 full-service US-based commercial bank with a retail footprint across the east coast and wealth services available nationwide and abroad. As a bank, we offer advice, guidance, expertise, and solutions across the entire financial spectrum that combines M&T’s traditional banking services with the wealth management and institutional capabilities offered by Wilmington Trust. We are a community-minded organization with more than 167 years of experience. We serve customers, community, and colleagues whether they be across the street, across the state or across the country.
As an employer of choice, we are proud to offer competitive benefits ranging from medical and retirement to forty hours of paid volunteer time, each year. Our core values drive the work we do – integrity, ownership, collaboration, curiosity, candor and we seek to further build upon our record of success by bringing in top talent and fresh skill sets while continuing to support the growth and development of all our team members.
M&T Bank is unwavering when it comes to providing equal employment opportunities to all employees and applicants without regard to race, color, national origin, religion, ethnicity, sex, gender identity, age, disability, citizenship, pregnancy, veteran status, military status, marital status, sexual orientation, genetic information or any other characteristic protected under applicable federal, state or local laws.
