Job Description

Collinson is a global leader in shaping and influencing customer behavior to drive revenue and value for its clients. We provide unrivalled insight and expertise around affluent consumers and frequent travelers, creating and delivering products and services that increase customer engagement, loyalty and value.

Collinson has brought innovation to the market for over 25 years, from launching Priority Pass™, the first independent global VIP lounge access program, to being the first to sell direct travel insurance in the UK through Columbus Direct. Today, we continue to invest heavily in innovation to ensure that we deliver superior customer experiences.

We service over 800 clients in 170 countries, employ 2,000 staff in 28 global locations, and manage over 20 million end customers. Our industry and sector specialists provide market-leading experience across four core capabilities: Loyalty, Insurance, Assistance, and Lifestyle Benefits.

Collinson is the world-leading provider of lifestyle membership programs and travel enhancement products. With a tiered product range tailored to the needs of financial and other service providers, we help clients to differentiate their products, drive acquisition, optimize brand offerings and retain valuable customers globally.

WHAT DOES A EUC (END USER COMPUTE) SERVICE AND INFRASTRUCTURE SUPPORT ENGINEER AT COLLINSON DO?

The role is focused on supporting our Team Members with IT services and infrastructure in our Americas region and will involve working as part of a cross-functional global technology team. The ideal candidate will manage and support PC’s, mobility, and network systems within the Americas region in compliance with Collinson policies and PCI-DSS controls. The candidate will work alongside other Collinson technical teams, personnel, and external suppliers to contribute to and continuously improve upon our service and infrastructure support capabilities. In addition, the candidate will work with first- and second-line internal customer support enquiries, ad-hoc operational support and be responsible for training Team Members of Collinson services as appropriate. This position also contributes to the overall governance and success to maintaining yearly PCI-DSS certification.

The EUC (End User Compute) Infrastructure Support Engineer will report to the Director, Infrastructure and Technology Services – The Americas in Dallas, Texas.

HOW WILL YOU MAKE A DIFFERENCE AS A EUC (END USER COMPUTE) SERVICE AND INFRASTRUCTURE SUPPORT ENGINEER AT COLLINSON?

The ideal candidate must demonstrate the ability to:

• Respond to user requests for service; troubleshoot incidents and problems, develop solutions; make minor repairs to equipment and arrange for other service needs as appropriate
• Manage the day-to-day incidents and service requests resolving them in a timely manner utilizing the ITSM tool of record
• Verify scheduled backups have completed as expected as part of maintaining a working end user compute environment
• Refine and document the build and deployment processes, ensuring these are transparent, reliable, efficient, and repeatable as part of the deployment lifecycle
• Install and support Microsoft Office applications including Exchange and Office 365 software and additional approved, as needed, software
• Ensure software and support license details are logged and assets are tracked
• Perform basic PC, network, and mobility troubleshooting
• Analyze server and network activity and maintain performance monitoring systems as well as other software programs e.g., intrusion detection, virus scanning applications, etc.
• Assist with maintaining local servers, VPNs, and system backups ensuring compliance with Collinson requirements and PCI-DSS controls
• Assist with creating, editing, and maintaining user accounts, permissions, and passwords
• Ability to identify problems and proactively suggest ways to improve processes as applicable
• Communicate with other Collinson IT teams, awareness of new or revised solutions, improved security processes and the development of new attacks and threats
• Training – help develop and lead an on-going training (Tech Bar) program based on end-user feedback requests
• Contribute to Knowledge Base content in line with writing styles and content guidelines
• Create / Maintain / appropriate User Guides and publish updates as needed
• Submit a weekly status report to Line Manager

WHAT KNOWLEDGE, SKILLS AND EXPERIENCE DO WE LOOK FOR?

• Bachelor’s Degree in MIS or CS or s Degree or Applicable Trade School Degree and 3-5 years applicable working history
• Microsoft Certified Professional preferred
• ITIL Foundations v4 preferred
• CompTIA A+ preferred
• CompTIA Network + preferred
• CCNET a plus
• Both AWS and Azure applicable Foundations certifications preferred
• HDI Support Center Analyst and / or Desktop Support Technician and / or Technical Support Professional preferred
• Experience with MDM technology
• Experience in supporting MACs in an enterprise environment a plus
• Experience working with Avaya VOIP and Omni Chanel technologies
• Ability to speak Spanish and or Portuguese is a plus

PERSON SPECIFICATION:

• Must have excellent interpersonal skills and provide a positive customer experience
• Maintain and enhance a balanced multi-platform technical skillset (participate in applicable skillset training)
• Ability to prioritize and perform multiple tasks
• Excellent attention to detail
• A caring attitude, high standards of conduct and professionalism
• Flexible in work schedule knowing there will be times service restoration, updates or other work may need to take place outside of normal working hours and / or days, both scheduled and un-scheduled
• Participate in rotating on-call schedule for weekend incidents as needed
• Self-motivated and able to work within a local, regional, and global team
• Active group participation (i.e., be a team player)
• Ability to work in an open office environment and remote
• Must maintain composure and demonstrate a real can-do attitude when faced with challenges
• Ability to work independently with minimum supervision and exercise sound judgment within established guidelines; interpret, apply, explain, and reach sound decisions

YOU CAN LOOK FORWARD TO A COMPETITIVE SALARY, 401K PLAN, AND FURTHER BENEFITS:

• 100% Paid Medical, Dental for Employee
• Vision Insurance
• 401K Match of 4% (After 6 months)
• 401k is 100% vested at first deferral.
• Paid Long Term Disability
• Life Insurance & AD&D of $50,000 (Paid for by Collinson)
• Prestigious Priority Pass Membership (Collinson Exclusive)
• 15 Days Vacation Time (Accrued per year)

Company Description

Collinson is a global leader in shaping and influencing customer behaviour to drive revenue and value for clients. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities: Loyalty, Travel Experiences, Insurance, and Assistance. The group provides unrivalled insight and expertise around affluent consumers and frequent travelers, creating and delivering products and services that increase engagement, loyalty and value for customers. We have more than 30 years experience, with offices located across the globe, servicing over 800 clients in 170 countries, employing over 2,000 staff, and managing over 20 million end customers. We have been bringing innovation to the market since inception, from launching the first independent global VIP lounge access program, Priority Pass, to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences. To find out more about any of our businesses and brands visit https://www.collinsongroup.com. We offer an excellent benefit package that includes employer paid medical insurance within 30 days and 100% match on 401k after 6 months.