Staff Technical Product Manager

at  Sirius XM

Responsibilities:Position Summary:
The Senior IT Support Technician manages day-to-day technical support for all SiriusXM end-user hardware and software needs, including employees, contractors, and qualified vendors. A deep understanding of project management practices and processes, such as scheduling and meeting deadlines, is crucial. This position requires the individual to act independently using skills, experiences, and training to resolve client issues. Clients will be onsite, requiring hands-on support, and remote, requiring troubleshooting and assistance over the phone and/or Zoom sessions.

MINIMUM QUALIFICATIONS:

Bachelor’s degree in Computer Science, Information Systems or related course of study required and/or equivalent combination of education and experience preferred.
3 to 5 years of previous experience in an IT technical support role required, or an equivalent combination of education and experience.
ACMT and/or ACiT certification desirable.
Due to the role being on-site, proof of full vaccination for COVID- 19 is required; the company will consider accommodations based on medical and religious reasons.

REQUIREMENTS AND GENERAL SKILLS:

Good public speaking and presentation skills.
Interpersonal skills and ability to interact and work with staff at all levels.
Excellent written and verbal communication skills.
Ability to work independently and in a team environment.
Ability to pay attention to details and be organized.
Ability to project professionalism over the phone and in person.
Ability to handle multiple tasks in a fast-paced environment.
Commitment to “internal client” and customer service principles.
Excellent time management skills, with the ability to prioritize and multi-task, and work under shifting deadlines in a fast-paced environment.

TECHNICAL SKILLS:

Windows OS and hardware knowledge.
Apple iOS / Mac OS and device hardware knowledge.
SCCM and/or JAMF use for centralized management of devices.
Google Drive Support use and knowledge
Thorough knowledge of MS-Office Suite (Word, Excel, PowerPoint, Access).
Proven ability to support virtual desktops and applications (Citrix).
ServiceNow use and knowledge.
Active Directory User/Computer Account administration

DUTIES AND RESPONSIBILITIES:

Setup, configure, and provide maintenance to corporate devices, including Windows and Mac desktop/laptops, iPhones/Android/iPad devices, and related hardware/software.
Directly managing customer escalations to a successful conclusion
Maintain all necessary hardware and software inventories for all corporate devices.
Modeling responsiveness & integrity in all customer communications
Process software installation requests through manual installation and automation tools such as SCCM and JAMF.
Analyze, troubleshoot, and repair corporate devices, including computer peripherals and mobile devices.
Support and maintain user account information, including provisioning new accounts and new access through security and system groups.
Collaborating with other departments and professionals in the development of IT systems.
Maintain the integrity and security of all company data.
Enforce policies and procedures for the use of technology within the organization

SUPERVISORY RESPONSIBILITIES:

There are no supervisory responsibilities associated with this job.