Job Description Summary

The GE HealthCare Premium Support team is looking for a Senior Premium Support Engineer who is a highly motivated, energetic, early adopter of technology, and a proven IT Client Service professional. As a member of the Premium Support Team this individual will be responsible for direct IT support to members of the Senior Global Leadership team. The PSE will focus on new technology deployment, service delivery management, and customer support.

GE HealthCare is a leading global medical technology and digital solutions innovator. Our mission is to improve lives in the moments that matter. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.

Job Description

Role and Responsibilities

• Operate as the focal point for customer interaction and support for all local IT services including client, LAN, wireless, AV, conference room, telepresence, mobile and physical connectivity for the Senior Global Leadership community.

• Partner with other IT teams on new technology introduction projects to communicate, plan for, and ensure readiness for our Senior Global Leader population.

• As required, travel with Senior Global Leadership to provide Premium support in remote and sometimes external locations.

• Ensure all business policies and standards related to client services, IT security, and compliance are being met.

• Make technology decisions on behalf of Senior Global Leaders, to create a seamless and productive daily experience.

• Provide Premium audio-visual support, acting as an escalation and resolution point for service issues and managing 3rd-party service providers (as needed) to ensure business needs are being met.

• Drive videoconferencing technologies and equipment for executive presentations, live events, and meetings.

• Troubleshoot any issues as they arise to resolution.

• Partner with the Collaboration team for the build out of conference rooms.

• Anticipate, identify, and resolve technical problems, applying subject matter knowledge in complex, difficult, or extremely time-constrained situations.

• Subject Matter Expert for end-user technologies at a site. Communicate technical information, provide coaching and support to Senior Global Leader community.

• Leverage geographically diverse team of employees, vendor partners, and members of matrix organizations to accomplish goals.

• Be accessible outside normal business hours (including weekend on-call rotation) as needed to handle and resolve urgent technology issues that may arise.

• Fully own the support experience of all the technologies that the Senior Global Leaders use on a daily basis. 

• Proactively and positively represent the brand of the support team to provide thoughtful and efficient technology solutions to senior leaders.

• Lead current and evolving initiatives and cross-functional projects related to site and client technology and support; be adaptable to change.

Qualifications

• A Bachelor's degree in Computer Science, Information Management or other technical / IT field and 5 years of relevant experience OR in lieu of a degree: a HS diploma/GED and 9+ years of IT experience or equivalent military experience/training with client (PC) technologies and support services

Technical Expertise

• Windows, Mac, iOS, Android operating systems

• Microsoft 365 Suite

• MS Teams including Townhall production

• Basic Network (LAN, WAN, WLAN) fundamentals

• Telephony & Mobility

• AI Technologies  Copilot /ChatGPT

• Audio Visual & Videoconferencing solutions

• Zoom and other relevant collaboration tools

• AV Integration / Conference Room Design

Desired Characteristics

• 5+ years of experience with client (PC) technologies/support services, AV and desktop support

• 2+ years of experience with AV production using Teams Live and/or similar

• Experience in mission critical IT operations support environments

• Experience working in a global, matrixed organization

• Ability to effectively interface with VIP population

We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership –always with unyielding integrity.

Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration, and support.

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We will not sponsor individuals for employment visas, now or in the future, for this job opening. For U.S. based positions only, the pay range for this position is $94,400.00-$141,600.00 Annual. It is not typical for an individual to be hired at or near the top of the pay range and compensation decisions are dependent on the facts and circumstances of each case. The specific compensation offered to a candidate may be influenced by a variety of factors including skills, qualifications, experience and location. In addition, this position may also be eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). GE HealthCare offers a competitive benefits package, including not but limited to medical, dental, vision, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, and tuition reimbursement.

While GE HealthCare does not currently require U.S. employees to be vaccinated against COVID-19, some GE HealthCare customers have vaccination mandates that may apply to certain GE HealthCare employees.