Technology Engineer II

Technical expert that will independently identify, engineer, and optimize new data, software, or technology solutions that address critical business needs. Continuously seek to improve existing methods and processes. Read and adapt literature and publicly available information to accomplish assignments. Demonstrate proficiency in a broad range of techniques and methods for information technology engineering, including software development, data warehousing, statistics, machine learning, and/or technology infrastructure (including servers, storage, network connectivity, and virtualization/cloud environments). Technology Engineers will be aligned to a specific area: Information, Software, Data, or Infrastructure.

Key Responsibilities include:

• Perform business consulting responsibilities with clients to determine needs and requirements
• Constantly monitor and prioritize individual work queue to resolve routine and non-routine desktop and mobility issues and requests
• Resolve technical issues and act as a technical contact for issues that require escalation
• Maintain a high level of customer satisfaction and an understanding of their initiatives and roadmap
• Responsible for compliance with applicable company and organizational policies and procedures
• Comply with the organizational desktop group practices and procedures
• Update service tickets and other data repositories (e.g. knowledge bases) as appropriate and in a timely manner
• Identify technical and process issues and recommend improvements
• Achieve performance and service level agreement targets
• Complete tasks as assigned by Dispatchers and as directed by management
• Provide support coverage for AbbVie Executive clients
• Provide zone leadership and ownership of specialty SME area
• Sponsor, attend and participate in specialty meetings
• Act as the SME on behalf of EUC
• Prepare EUC teams, coordinate with other BTS service providers, develop and implement action plans

Minimum Requirements:

• Bachelor's Degree or equivalent experience
• 3 - 6 years of desktop support experience
• Call tracking experience
• Direct and strong AbbVie desktop support processes and SOPs experience
• SLA compliance, performance target & desktop metrics experience
• Executive support experience within AbbVie is strongly preferred