Sr. Technician - Executive Support (Bethesda, MD)

Job description

Marriott International is the world's largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?

Desired profile

Qualifications :

JOB SUMMARY


Responsible for all aspects of technical assistance and customer interaction support to the Marriott executive community. Work as a member of the executive support services (ESS) team and function as a technical expert in the desktop area. Resolve and make decisions on moderate to complex service requests with higher level of risk. Ensure high quality and polished customer service. Provide support and guidance to junior members of the team and drive resolution of more complex technical issues.


CANDIDATE PROFILE

Education and Experience

Required:
·  2 years of relevant experience supporting executives
·  4 years of desk side experience in a professional environment
·  4 years of hands on experience with installing, configuring and troubleshooting Office 365, IE, Skype of Business, printer troubleshooting. Skills with Mac, iOS, iPhone and iPad
·  Experience supporting VIPs and executives. Excellent customer service and interpersonal skills
·  Bachelor's Degree, or the equivalent combination of education, technical training, or work/military experience.
·  Excellent communication skills and problem solving ability
·  Demonstrated ability to work independently and with others
·  Proven ability to effectively prioritize and execute tasks in a high-pressure environment.

Preferred:

·  Technology related professional certifications
·  Familiarity with workgroup and domain environments, and general networking troubleshooting
·  Experience in IT customer service environment using Service Now ITSM
·  Strong Apple and WinTel technical capabilities
·  Working knowledge of server architecture and administration.
·  Networking devices and other infrastructure components (to include Wireless technologies).
·  Audio/visual systems, such as projectors and teleconferencing equipment, and conference room support.

CORE WORK ACTIVITIES

·  Plans, coordinates, and provides on-site technical support and problem resolution to include but not limited to: Windows, Office, Outlook, Apple Mac, iPhone and iPad expertise, meeting management, event support
·  Responsible for adhering to established quality control and security protocols
·  Executes work from the corporate HQ's location, on-site, in-person white glove service delivery. Available to provide support to executive meetings off site and as necessary their home offices
·  Provides assistance to junior members of the team and assists to solve more complex and challenging technical issues
·  Provides executives and their administrative staff training/introductions to new technologies
·  Builds, leverages, and maintains effective alliances across technical and business community
·  Interacts with customers to achieve efficient, effective results
·  Multi-tasks and prioritizes in accordance with business priorities and executive availability requirements
·  Records and responds to user queries using the incident management system
·  Maintains ownership of customer problems until a mutually satisfactory resolution is obtained
·  Escalates issues appropriately to other team members or other teams
·  Identifies and highlights persistent problems
·  Participation in team meetings when required

MANAGEMENT COMPETENCIES
Leadership
·  Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.
·  Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
·  Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action.
·  Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
Managing Execution
·  Building and Contributing to Teams - Participates as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.
·  Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
·  Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.
Building Relationships
·  Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
·  Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company's service standards.
·  Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
Generating Talent and Organizational Capability
·  Talent Management - Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
Learning and Applying Professional Expertise
·  Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
·  Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges.
·  Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.
·  Proficiency with Apple and Windows Ecosystems
·  Must have excellent oral and written communication skills
·  Must have excellent customer service skills
·  Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
·  Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
·  Mathematical Reasoning - Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work-related issues.
·  Oral Comprehension - Listens to and understands information and ideas presented through spoken words and sentences.
·  Reading Comprehension – Understands written sentences and paragraphs in work related documents.
·  Writing - Communicates effectively in writing as appropriate for the needs of the audience.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.