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Senior Technology Support Engineer job

Sallie MaeNewark, DE
Sallie Mae jobs

Company

Skills

Benefits

Company Description

Sallie Mae is a company created with great purpose. We provide loans. But what separates us from any other financial institution is that we have a why. We have a purpose. We make the dream of higher education a reality. We do it by being a resource for families who want to save, plan, and pay for college. Our vision, to be a trusted financial partner, inspires us to explore new ways to serve our customers every day. No matter what position you hold at Sallie Mae, you'll have a role in moving us toward that vision.

Over the last 40 years, Sallie Mae has helped more than 34 million Americans pay for college. The same passion we have for helping customers is applied to helping our employees achieve professional and personal growth. With a wide range of opportunities available, we invite you to join our growing team and help students make their dreams of higher education a reality.

Job Description

Senior Technology Support Engineer

New Castle - Christiana, DE

Who we are:

Sallie Mae is proud to help Americans aspiring to create the life they want whether that means helping them make college happen, or something more. Our colleagues across departments and across the country are united in our passion and our customer-first approach. Whether you want to join a growing company, be part of an agile workforce, or gain new skills you re in the right place.


What You'll Contribute:


Provide Tier 2 & 3 End user IT support for Sallie Mae employees,
contractors, and vendors. Consult and advise Sallie Mae end users in the
proper use of technology. Ensure accurate and timely responses and
resolutions of all activities related to IT service delivery provided by
the Sallie Mae workstation Team. Ensure that all procedural and inventory
control documentation is kept current and accurate. Assist IT staff and
teams with scheduled project tasks, after hour s maintenance, and testing.
Assist in mentoring and cross training for team members. Participate in the
department on call rotation. Provide coaching and daily operational
oversight of junior team members at the direction of the team lead.

What You'll Do:
  • Software & Hardware Support, Configuration and Installation
    • Manage Service Desk tickets received from users seeking IT assistance to
      include but not limited to computers, laptops, thin clients, VDI s,
      printers, Phones, end user applications, and computer peripheral devices.
      Escalate issues to appropriate individuals or teams within the information
      technology division for resolution in a timely fashion.
    • Provide end user computing support across multiple time zones in
      accordance with Service Desk Procedures. Respond to user requests and
      incidents in a timely and effective manner according to SLA s set by
      management. Perform customer follow-up on all resolved issues to ensure expected results were
      achieved prior to closing tickets. Courteous professional approach and attitude is required to work with all
      levels of management and personnel.
    • Maintain accurate asset inventory and produces reports upon request.
      Utilize asset management tools to identify changes in hardware and software
      configurations and monitors assets to ensure asset policy compliance.
    • Attend scheduled IT training throughout the year. Some training my
      require travel.
    • Utilize Microsoft SCCM for software delivery, imaging, remote access and
      reporting.
    • Assist in identifying trends by tracking events and patterns of
      recurring problems to identify root causes and mitigate future issues
      surrounding the same structural problems.
    • Provide tier 1 telecom, networking, and call recording support
      Add/remove extensions, basic phone troubleshooting, and hardware
      replacement.
    • Coordinate and test applications with ECCAM team for enterprise-level
      software/updates.
    • Extend hardware lifecycles by routine maintenance such as reimaging, and
      part replacement in effort to reduce capital expenditure.
    • Provide tier 1 Citrix VDI support includes ticket resolution.
      Escalation and partnership with tier 2 as required.
    • Assist in maintaining proper software license levels and requirements.
  • Additional Activities
    • Provide off-hours/weekend testing coverage at the request of Sallie Mae
      IT such as the storage, network, telecom, InfoSec teams.
    • Serve as a point of contact and assist different groups in hands on work
      including but not limited to: Network, project, telecom, server, and
      security teams.
    • Assist with ticket balancing across the team and acts as an escalation
      point for the workstation team. Travels to other sites when help is needed.
    • Participate in team meetings, routinely provide agenda items to discuss
      at meetings, and provide responses during meetings as needed.
  • Training
    • Learn and maintain adequate technical skills to maximize first call
      resolution.
    • Maintain hardware certifications as required ie. Dell, HP.
    • Utilize company offered training sessions and/or CBT training.
    • Skill Mentoring/Coaching of junior team members.


What You Bring:
  • College degree or equivalent experience
  • 5 or more years of IT support in a call center environment supporting 250
    or more users and experience in the following:
    • Microsoft Windows 7 and or 10 OS s
    • Microsoft Office including Microsoft O365
    • Tier 2 & 3 PC hardware and peripheral troubleshooting or fault
      identification
    • Remote Desktop Client and Remote Assistance technologies
    • Software application support
    • Voice and data communication cabling and equipment
    • Citrix shared and persistent Desktops support
  • 2 or more years experience with Mac Hardware and OS s
  • Good written and verbal communication skills
  • Excellent customer service skills
  • Strong problem solving and decision-making skills
  • Ability to adapt, embrace and support change in the infrastructure and
    culture
  • Ability to apply appropriate technical/functional knowledge to work
Extra Credit:
  • 3+ years of network, telecom, windows server, storage, Citrix or
    Linux experience
  • Familiar with how to use Wireshark, Fiddler or other similar networking
    diagnostic tools
  • 2+ years in a Sr level or higher IT end user support
    role
What You'll Get at Sallie Mae:
  • Comprehensive Compensation and Healthcare Benefits (Medical, Dental, Vision plans)
  • Financial Well-being: 401(k) company match, employee stock purchase plan, and basic life insurance and short-term disability are provided to employees at no cost
  • Work/Life Balance: Paid time off, time off to volunteer, and tuition reimbursement. In addition, after 6 months of employment, primary caregivers receive 12 weeks of 100% fully paid time off and secondary caregivers are eligible for 4 weeks of 100% fully paid time off, for birth or adoption
  • Wellness: Fitness centers/gym subsidies, free Fitbits with step challenges, and wellness education

Associated topics: bsee, cellular, dsp, electric, electrical, electrical engineer, msee, renewable, rf, signal processing

TASKS

  • Modify existing software to correct errors, to adapt it to new hardware, or to upgrade interfaces and improve performance.
  • Develop or direct software system testing or validation procedures.
  • Direct software programming and development of documentation.
  • Consult with customers or other departments on project status, proposals, or technical issues, such as software system design or maintenance.

SKILLS

  • Reading ComprehensionUnderstanding written sentences and paragraphs in work related documents.
  • Active ListeningGiving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • SpeakingTalking to others to convey information effectively.
  • MathematicsUsing mathematics to solve problems.

KNOWLEDGE

  • Customer and Personal ServiceKnowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Computers and ElectronicsKnowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
  • Engineering and TechnologyKnowledge of the practical application of engineering science and technology. This includes applying principles, techniques, procedures, and equipment to the design and production of various goods and services.
  • DesignKnowledge of design techniques, tools, and principles involved in production of precision technical plans, blueprints, drawings, and models.
401K PlanDisability InsuranceTuition Assistance
Vision InsuranceHealth InsuranceDental Insurance
Vacation & Paid Time OffEmployee Stock Purchase PlanLife Insurance

Sallie Mae

Type

Company - Public

Size

1001-5000

Revenue

$1B to 2B

Location

300 Continental Dr.Newark, DE, 19713and others

Industry

Insurance
Banking/Mortgage
Accounting/Finance
More...

Founded

1972

CEO

Raymond J Quinlan

Job Filters

Senior Technical Architect, Cloud EngineeringIndianapolis, INWho we are:Sallie Mae is proud to help Americans aspiring to create the life they want—whether that means helping them make college happen, or something more. Our colleagues across departments...Read more
Manager, Internal AuditSallieMaeNewark, DE
Manager, Internal AuditNewark - Continental, DEWho we are:Sallie Mae is proud to help Americans aspiring to create the life they want—whether that means helping them make college happen, or something more. Our colleagues across departments and across the...Read more
GM, Strategic PartnershipsSallieMaeNewark, DE
GM, Strategic PartnershipsNewark - Continental, DEWho we are:Sallie Mae is proud to help Americans aspiring to create the life they want—whether that means helping them make college happen, or something more. Our colleagues across departments and across...Read more
Business Analyst, SeniorSallie MaeNewark, New Jersey
Sallie Mae is proud to help Americans aspiring to create the life they want—whether that means helping them make college happen, or something more. Our colleagues across departments and across the country are united in our passion and our customer-first...Read more
Director, Web AnalyticsSallie MaeNewark, New Jersey
Sallie Mae is proud to help Americans aspiring to create the life they want—whether that means helping them make college happen, or something more. Our colleagues across departments and across the country are united in our passion and our customer-first...Read more

Closed Job Filters

Facility CoordinatorSallie MaeBear, DE
Facility Coordinator New Castle - Christiana, DE Who we are: Sallie Mae is proud to help Americans aspiring to create the life they wantwhether that means helping them make college happen, orRead more
Compensation AnalystSallie MaeNewark, DE
Compensation Analyst Newark - Continental, DE Who we are: Sallie Mae is proud to help Americans aspiring to create the life they want—whether that means helping them make college happen, or somethingRead more
ManagerSallie MaeNewark, DE
**Customer Experience Project Manager** **Req ID** R01944 **Description** **Sallie Mae** is proud to help Americans aspiring to create the life they want\-\-whether that means helping them makeRead more
Credit Card Project ManagerSallie MaeNewark, DE
" Return to Search Results Title Credit Card Project Manager Req ID S01749 Description Sallie Mae is proud to help Americans aspiring to create the life they want--whether that means helping them makeRead more
Senior Database AdministratorSallie MaeIndianapolis, IN
Sallie Mae is proud to help Americans aspiring to create the life they want—whether that means helping them make college happen, or something more. Our colleagues across departments and across theRead more
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