IT Infrastructure Engineer II - Executive Support

PURPOSE OF ROLE:

Lowe’s is seeking an Executive Support Engineer to provide world-class, white glove support to our Senior Executives and their Administrative Assistants. This person will be responsible for delivering and supporting the latest technology while maintaining a high level of reliability.

To be successful, this person must show initiative, be motivated by technology and customer service delivery that builds trust while possessing great attention to detail.

This role requires a very high level of technical proficiency and requires an individual with executive presence and excellent written and verbal communication skills.

You must be able to quickly and effectively diagnose and resolve issues related to PCs, MACS, mobile devices, printers, videoconferencing and collaboration technologies, business application software, telecommunication issues and potentially local network issues.


RESPONSIBILITY STATEMENTS:

• Establish trust and maintains a high level of confidentiality for all Executive VIP activities/tasks.
• Innate understanding of urgency and the escalation of issues quickly.
• Anticipates technology needs of Executives and offers solutions proactively
• Establish relationships cross functionally to initiate and drive escalations to aggressive closure.
• Perform software and hardware configuration across diverse platforms.
• Setup and support mobile devices including both Android and iPhone.
• Recommend new and upgraded technologies based on industry trends that would increase efficiency and/or effectiveness of the Executive team.
• Contribute to various forms of documentation (Processes, Policies, Training Material, Quick Reference Guides, Knowledge base articles).
• Provide Audio/Video and Computing support for high profile onsite/offsite presentations, events, and meetings.
• Ability to troubleshoot with flexibility and success across varying technology platforms such as PC, MAC, iOS, Android, BYOD, etc.
• Execute with security being the number one priority without causing blockers or reduced productivity.
• Provide consultation, engineering guidance and technical advice on IT infrastructure planning by assessing the implications of IT technologies and strategies on the Executive computing experience.
• Urgently facilitates, validates, participates in hardware and infrastructure troubleshooting and tests to identify system errors and ensure solutions are identified that meet functional expectations.
• Builds hardware and software configurations and prepares system components for installation to the Executive computing infrastructure.
• Facilitates, supports and participates in systems integration testing (SIT), component integration testing (CIT), and user acceptance testing (UAT) by providing insight and representing Executives as “Voice of the Customer.”
• Travel to provide Executive support on occasion.
• Provide 24x7 on-call support in an on-call rotation.
• Collaborates with IT business partners, solutions, and enterprise architects to help define and understand target strategies.
• Evaluates new service options, identifies issues and impacts, and makes recommendations from the Executive customer lens.
• Translates business requirements and functional specifications into technical requirements and facilitates identification of acceptable solutions.
• Collaborates with architects and software engineers to ensure functional specifications are converted into flexible, scalable, and maintainable designs.
• Develops or modifies infrastructure solutions within designated computing environments by identifying technical solutions to business problems.
• Partners with technology owners to develops and validate system designs conducive to the Executive experience.

• Bachelor’s Degree in Computer Science, CIS, or related field
• 5+ years’ experience supporting internal desktop systems software and hardware, application training and incident ownership
• 2+ years’ of pristine performance and experience in high pressure environments

• Master’s Degree in Computer Science, CIS, or related field
• 2+ years’ experience providing Executive support / handling VP inquiries / escalations, etc.
• 3+ years’ experience supporting Microsoft Desktop/Laptops, Apple Technologies
• Knowledge of Microsoft SCCM, JAMF for endpoint management and software delivery
• Knowledge of MDM Solutions (Airwatch, etc.)
  

About Lowe’s:
Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving approximately 18 million customers a week in the United States and Canada. With fiscal year 2019 sales of $72.1 billion, Lowe’s and its related businesses operate or service more than 2,200 home improvement and hardware stores and employ approximately 300,000 associates. Based in Mooresville, N.C., Lowe’s supports its hometown Charlotte region and all communities it serves through programs focused on creating safe, affordable housing and helping to develop the next generation of skilled trade experts. For more information, visit Lowes.com.


About Lowe’s in the Community:
As a FORTUNE® 50 home improvement company, Lowe’s is committed to creating safe, affordable housing and helping to develop the next generation of skilled trade experts through nonprofit partnerships. Across every community we serve, Lowe’s associates donate their time and expertise through the Lowe’s Heroes volunteer program. For the latest news, visit Newsroom.Lowes.com or follow @LowesMedia on Twitter.

Lowe’s is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.