Department: IT Infrastructure
Location: New Brighton, Minnesota, US
Employer Reference: P1-2160231-1
Job Description
APi Group is a global, market-leading business services provider of safety and specialty services in over 500 locations worldwide. APi provides statutorily mandated and other contracted services to a strong base of long-standing customers across industries. We are driven by entrepreneurial business leaders to deliver innovative solutions for our customers. As our presence across the globe increases, we are striving to become the #1 people-first company in the world.
At APi Group, our purpose is clear: We Build Great Leaders. We believe that everyone at APi is a Leader, and we provide leadership development programs across our businesses to facilitate growth. Our distinct leadership development culture creates an empowered, entrepreneurial atmosphere where our leaders can grow, thrive, and belong.
We are currently seeking a Senior Engineer to support our Executive Leadership Team, the candidate will be responsible for supporting APi Group Executives and their Admins. They will be performing a variety of support activities while maintaining strong communication with Executives and their Admins around expectations and solutions. We are looking for a professional IT engineer that is service/support oriented to support our Executive team with prior experience as an executive support engineer is required. This role will report to the Enterprise Operations Support Leader.
Essential Duties & Responsibilities:
Manage level 3 support issues (escalated from L1 and L2 support team members) for executive team. Provide direction and train support team members handling L1 and L2 requests.
Leading process creation with new & existing technology
Determine hardware/software configurations that best serve the business requirements
Own vendor relationships, monthly checking and annual reviews of vendor expectations
Define technical requirements for applications and process
Design system requirements based on use cases
Lead in developing system configurations based on user/business specifications
Develop user configuration standards in Outlook for executive admins and team
Document new process for internal and client purposes
Develop knowledge articles for new process
Lead team meetings, develop and maintain list of ELS priorities ongoing
Document, test, deploy new hardware/software solutions
Proactively address every concern from the team you support, daily
Provide solutions to meeting room & event meeting issues onsite/offsite for presentations, audio & video calls; drive issues to resolution with vendors and internal partners
Prioritize and maintain issue log in Service Now for supported staff; coordinate frequent communication with executive team
Manage expectations with Executives and Executive Administrators
Provide white glove support to Executives in A/V rooms, perform testing and troubleshooting when needed to provide solutions to Executives to continue their meetings
Collaborate with cross-functional teams to support Executives
Act and present self as extremely professional

QUALIFICATIONS:

5 years of desk side support
Bachelor’s degree in related field or equivalent combination of education and experience
Ability to travel up to 10% of the time
Proficient in MS Office; Outlook, Word, Excel, Teams, and Visio.
Strong written and verbal communication skills (English).
Flexibility to work occasionally outside business hours to support security incident response, project work, or maintenance window activities.
Experience in responding with the highest level of professionalism in stressful, urgent situations.
A technical understanding of IT networks, Audio/Video rooms, and IT applications.
Proficient, and/or Thorough understanding of computer-related AV applications, systems, and tools.
Excellent organizational skills and analytic, problem-solving skills.
Impeccable confidentiality, attention to detail, and self-organization.
Self-directed and motivated with a positive and willing attitude.
Ability to troubleshoot technical issues while communication with leadership

Please refer the Job description for details