Employee Services – Executive Support Engineer

Who we are

American International Group, Inc. (AIG) is a leading global insurance organization. Building on 100 years of experience, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security.

Get to know the business

At AIG, technology is at the heart of everything we do, from underwriting risks to processing claims. The Information Technology team equips our employees with the latest tools to complete their work efficiently and with the highest standards of excellence. The team is responsible for shielding the company’s systems from security risks, while designing technology strategies that enable AIG’s businesses to achieve their goals. AIG’s Information Technology functions include application development and management, enterprise architecture, and technology risk and compliance.

The Executive Support Engineer is part of a small, dedicated team that provides direct technology support to the most senior executives of AIG, primarily those based in Japan but also to visiting senior executives, including the CEO of AIG. This position requires someone with strong professional skills, a very positive service attitude and deep levels of technical expertise across multiple disciplines. A key responsibility of the team also includes planning and producing country-wide town hall events with a mix of onsite and remote attendees with simultaneous Japanese and English translation. Paying close attention to detail, exhibiting excellent judgement and the ability to communicate clearly and concisely with executives & senior staff is a critical component to success in this role. This role demands that the person acts as the face of IT for executives. Developing deep partnerships with other support teams and project teams to coordinate activities and avoid or mitigate issues quickly is essential. The ideal candidate enjoys technology and has in-depth understanding and working knowledge of many end user technology platforms.

Responsibilities

• Provide the highest-level white glove IT support to senior executives
• The role is based in our Tokyo Kamiyacho Headquarters but some travel will be required to support all aspects of technology for executives and / or town hall events in other locations
• Provide technical expertise support in the areas of Microsoft Windows 10, Microsoft Office Suite 365, Intune, common off-the-shelf applications, SCCM Remote Connectivity Platform, network/local printers
• Coordinate and produce audio / video aspects of all major town hall events in various locations, most with some form of translation for Japanese and/or English that needs to be supported
• Coordinate / assist with technology aspects of moves, adds and changes for executives
• Work closely with project teams in the deployment to executives of enterprise wide projects, upgrades, etc.
• Escalate critical incidents to management as needed
• Ability to follow and suggest improvements to process and knowledge base documents
• Provide after hours, on call support and emergency response at any time (24x7)
• Work time needs to align with executive’s’ requirements, sometimes requiring early or late onsite presence
• Install, configure and support all hardware and software in the environment
• Provide support to mobility devices
• Troubleshoot, research and resolve escalated technical problems and incidents
• Research new industry technologies and recommend proactive solutions within the environment
• Work independently while being a collaborative team member striving for team success

Key Relationships

Internal Interactions (Within the Organization)

• Executives, Executive Admins, key members and managers of technology support teams and project teams
• IS and IT Managers and senior management

External Interactions (Outside the Organization)

• IS outsourced teams
• Third party vendors

Required Skills and Experiences

• Bachelor’s degree and 5+ years of professional experience; some higher education is desirable

• Native level written and verbal Japanese
• Business level written English and conversational verbal English
• Proven ability to create Japanese technical user communications for clear understanding and process instructions as needed and in a timely manner
• Advanced understanding of enterprise level endpoint systems including Win10 and Win11 operating systems, Thin clients and virtual desktops, Microsoft 365 suite, MS Teams, enterprise level packaging, application deployment and change management, application integration
• Relevant experience supporting video conference setup and operations for large town hall events
• Working knowledge of Remote Connectivity tools such as Bomgar, Remote Desktop
• Working knowledge of industry standard ticketing systems like ServiceNow
• Desired technology certifications:  CompTIA A+, Network+, Security+; Apple Certified iOS Technician (ACIT) Apple Certified Support Professional (ACSP), Microsoft Certified Windows Associate – Windows 10 (MCSA), Microsoft Office Specialist (MOS); ITIL Foundation

• At least 5 years relevant work experience
• Support of a large user environment across multiple locations coordinating various efforts with multiple stakeholders across different geographies
• Successful engagement with offshore vendor partners for day-to-day support, incident diagnosis and resolution and initiative supportJR2305970
• Demonstrated ability to identify, understand and communicate business needs
• Ability to work with technical and non-technical people
• Strong execution and analytical skills with an ability to influence change and deliver results
• Ability to adapt to change and manage in an uncertain environment
• Thinks boldly and out of the box, generates new ideas and processes
• Understands the IT environment and associated tools
• Good organization, planning, and execution skills
• Good time management and organizational skills

We are an Equal Opportunity Employer

It has been and will continue to be the policy of American International Group, Inc., its subsidiaries and affiliates to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories. At AIG, we believe that diversity and inclusion are critical to our future and our mission – creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.