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About the Role

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. Act as the primary support person for Audio Visual/Media systems throughout the site, supporting events and meetings. Investigate and resolve faults related to desktop applications and configurations. Complete software/hardware installations, upgrades, and project activities.

Responsibilities

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.
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.
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.
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.
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.

Requirements

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.

Skills

Microsoft Teams
ServiceNow
Audio Visual/Media systems
Desktop applications
Software installation
Hardware installation
Troubleshooting
ITIL methodology
Crestron
Polycom

Location

Designated office (at least four days a week)

Work Type

Hybrid work schedule
Full time
Employee

Experience Level

5+ years of technology-related expertise

Education Level

University degree or higher
MCSE certification or equivalent experience

Benefits

Generous annual leave plus flexible paid time off
Hybrid work schedule
Learning and development programs
Health & wellbeing benefits
Parental Leave benefits
Employee stock purchase plan (if applicable in your region)

About the Company

As one of the world’s leading independent global investment firms, Invesco is dedicated to rethinking possibilities for our clients.
By delivering the combined power of our distinctive investment management capabilities, we provide a wide range of investment strategies and vehicles to our clients around the world.
If you're looking for challenging work, intelligent colleagues, and exposure across a global footprint, come explore your potential at Invesco.

Equal Opportunity

All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex, gender, gender identity, sexual orientation, marital status, national origin, citizenship status, disability, age, or veteran status.
Our equal opportunity employment efforts comply with all applicable local laws governing non-discrimination in employment.