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Job Description

Primary Duties/Responsibilities:

Customer Experience and Support

• Serve as a dedicated resource in advanced technology customer experience, including Level 2 & 3 “White Glove” service, collaboration solutions (Microsoft Teams), service desk software, and inventory management (ServiceNow), as well as network and data center activities as needed.
• Respond promptly and effectively to calls regarding any software and hardware queries or issues within Invesco's responsibility, always delivering excellent service to all clients.
• Act as the primary support person for Audio Visual/Media systems throughout the site, including meeting rooms, conference spaces, and common areas, supporting events and meetings activities.
• Investigate faults related to desktop applications and configurations, identifying and implementing appropriate solutions.
• Complete software/hardware installations, upgrades, ad-hoc project activities, moves, and rollouts as requested, ensuring satisfaction for all parties involved. This includes patching and first-line telephony responsibilities.

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Resource Management and System Improvement

• Maintain a central library for applications under the Infra CX group's responsibility, including reference manuals, installation guides, and more.
• Keep hardware inventories, application profiles, procedure databases, and the technology knowledge center up-to-date and current.
• Manage calls, including logging, taking ownership, updating, and closing calls correctly using appropriate categories and escalating when necessary.
• Analyze calls, proactively monitoring and investigating statistics to identify recurring problems for root cause analysis.
• Identify improvements within Technology infrastructure, leading and/or assisting with streamlining, simplifying, and improving system efficiencies through technology, lateral thinking, and creativity.

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Mentorship and Collaboration

• Act as a mentor for junior team members, providing guidance, coaching, and support.
• Act as the lead coordinator for all desktop inquiries related to assigned project activities when advised.
• Collaborate across Tech Infrastructure teams, both Run and Build, to solve current state issues and plan for future states.
• Collaborate with other Technology teams to deliver world-class services from a Technology Infrastructure standpoint.

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Other Responsibilities

• Continuously improve working practices to ensure team success as measured by efficient and effective metrics.
• Work closely with the site lead and team for scheduling and prioritizing tasks.
• Provide intelligent hands-on support for all areas of the Infrastructure Services Group when requested.

Work Experience:

• 5+ years of technology-related expertise.
• Background in a client-prioritized, service-oriented environment, with a passion for continuous improvement.
• Self-starter qualities—able to identify and resolve incidents, problems, and requests without constant supervision.
• Strong decision-making, follow-up, follow-through, and priority-setting skills.
• Ability to work well with both technical colleagues and senior business leaders, providing support and updates at appropriate levels of detail and complexity.
• Proven real-world work experience in various end-user technologies.
• Experience documenting support procedures and training/mentoring peers on troubleshooting and supporting newly installed technology equipment or products.
• Strong troubleshooting experience in AV, telephony products and equipment, networking basics, Windows OS and workplace tools, Apple iOS devices, printing, scanning, and faxing, with excellent communication skills.
• Experience supporting meetings using Microsoft Teams, Crestron and Polycom devices, and various headset models.
• Strong technical troubleshooting skills with a dedication to standards, documentation, thinking ahead, prioritization, and making fact-based decisions.
• Experience in Financial Services or other regulated industry sectors is helpful but not crucial.
• A strong understanding of ITIL methodology.

Formal Education:

• University degree or higher.
• MCSE certification or equivalent experience.

Full Time / Part Time

Worker Type

Job Exempt (Yes / No)

Workplace Model

At Invesco, our workplace model supports our culture and meets the needs of our clients while providing flexibility our employees value. As a full-time employee, compliance with the workplace policy means working with your direct manager to create a schedule where you will work in your designated office at least four days a week, with one day working outside an Invesco office.