Overview:

The Senior Executive Technical Support Specialists are the face of technology when it comes to M&T’s most senior Executives and Board of Directors. This role has both tremendous opportunity and visibility as you will be working with many technology and business disciplines. This role will directly impact and improve every day customer experiences across the enterprise by working with multi-disciplinary technical teams to implement policy, procedure, and practice improvements.

Primary Responsibilities:

• Great opportunity and visibility to work across multiple technology and business disciplines.

• Confidently work directly with Executives under high stress situations

• Foster a tech safe and inviting culture for Executives and Board of Directors

• Ability to ‘read the room’, prioritize, and respond with urgency

• Respond to and resolve identified technical incidents requiring advanced problem-solving based on knowledge of system and adjoining systems.

• Ability to ask targeted questions and guide users with simple, step-by-step instructions

• Use advanced diagnostic tools to troubleshoot issues.

• Create trending information of system issues and work with partner teams to clarify variables to support efforts to address identified issues from the analysis.

• Research options when anomalies occur and choose best course of action.

• Provide training to less experienced staff.

• Use tools to help automate processes and make systems more efficient, manageable, available, and secure.

• Knowledge of building and installing PCs, computer peripherals, WebEx, MS Teams, Microsoft 365, iOS, and Android support.

• Supporting Virtual/Onsite events using Cisco Video equipment and third-party conferencing services (Zoom, On24, GoToMeeting, etc.)

• Create and edit end user, Service Desk and JIRA technical documentation.

• Lead and participate in technical and usability evaluations of Technology products and services for Bank employee use.

• Direct and monitor team resources and coordinate development tasks on small to large scope projects. Prepare and manage the technical component of project plans.

• Understand and adhere to the Company’s risk and regulatory standards, policies, and controls in accordance with the Company’s Risk Appetite. Identify risk-related issues needing escalation to management.

• Promote an environment that supports diversity and reflects the M&T Bank brand.

• On call rotation

Education and Experience Required:

Associate’s degree and a minimum of 5 years’ executive and endpoint user technical support experience, or in lieu of a degree, a combined minimum of 7 years’ higher education and/or work experience, including a minimum of 5 years’ executive and endpoint user technical support experience

General to advanced personal computer and mobile device operating systems skills

General to advanced technical skills

Excellent customer service skills

Experience supporting senior-level staff within an organization

Knowledge of audio and video conferencing systems

Strong analytical troubleshooting skills

Excellent verbal and written communication skills

Experience producing clear and concise information

Valid driver's license

Availability and ability to travel within and out-of-state

High level of professionalism

High level of integrity

Proven organizational skills

Proven planning skills

Education and Experience Preferred:

Bachelor's degree in Computer Science or related discipline

Project management experience

Knowledge and understanding of corporate governance principles

Detail-oriented

Ability to see the big picture

Strong interpersonal skills

Flexibility in responding to work priorities

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $82,783.41 - $137,972.36 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Buffalo, New York, United States of America