Workplace Infrastructure Engineer

- Provide support to Swiss Re users, according to the defined processes, policies and agreements, minimizing adverse impact of incidents and service failures on Video presence Operations, Microsoft Teams Event and Team Room Systems
- Can undertake various roles, including incident and request management analyst
- Act as an expert for the corporate Multimedia area, Meeting Room infrastructure, holding knowledge related to Cisco TMS, videoconference infrastructure, Microsoft Team Rooms infrastructure and other corporate services
-Actively participate in the global Field Services Shared Functions team (with main focus Multimedia Services, Microsoft Teams and Events), meetings, workshops and projects/taskforces as needed
- Monitoring and tracking of open incidents and requests, ensuring compliance within agreed SLA’s
- Share function specific knowledge and experience with various teams at Swiss Re and ensure that knowledge is appropriately documented
- Provide Multimedia Infrastructure, Microsoft Teams Event and Team Room Systems and ensure the life-cycle management
- Act as coordinator of Event/Townhall activities according the service offering and ensure its execution
- Support the Head Shared Functions in vendor and invoice management

Stakeholders:
- Multimedia Operations Engineers
- Local Field Services and CRES 'Hands and Eyes'
- Incident, Request Managers and Service Delivery Manager
- Group Operations Project Teams
- ContactOne Service Desk

Main responsibilities of the role:
- Initiate, review and solve request and incident tickets in the global Multimedia Operations team, with main focus on the Video presence Services Microsoft Teams Event and Team Room Systems but supporting other areas, if needed
- Create and maintain support documentation for the Multimedia Operations team as well as for the end user
- Manage escalations through to resolution within across a number of teams including 3rd party suppliers
- Validate/approve Multimedia Service requests managing customer expectations according to company policies
- Educate and provide consultancy to internal customers on the Multimedia Services portfolio
- Conduct local SMARTHANDS tasks with help of the Multimedia Operations and Field Services Support teams
- Lead Multimedia Infrastructure IMAC tasks and ensure the life-cycle management and represent and actively promote Multimedia Services in major projects
- Contribute with your day-to-day work and behaviour that Field Services Shared Functions becomes the uncontested Centre of Competence for Multimedia Services within Swiss Re

About the Team

Employee Workplace is a diverse unit consisting of:
- Workplace Solutions (i.e. Microsoft 365 on Azure; SIAM) - fostering product engineering by applying DevSecOps practices and leveraging automation to increase efficiency.

- Customer Care (i.e. Consulting; Change, Comms & Adoption; VIP Support) – focusing on developing mastery in analysis of customer needs and insights to proactively think ahead of the curve and build innovative personalized customer experiences

*We are required by law to disclose basic wage component (minimum salary) for the advertised positions. We carefully consider your professional competencies, qualifications and experience in our compensation package and/or when offering you other positions. Our compensation philosophy is to pay fairly, also considering market situation and the value employees may bring to Swiss Re.

We are an equal opportunity employer, and we value diversity at our company. Our aim is to live visible and invisible diversity – diversity of age, race, ethnicity, nationality, gender, gender identity, sexual orientation, religious beliefs, physical abilities, personalities and experiences – at all levels and in all functions and regions. We also collaborate in a flexible working environment, providing you with a compelling degree of autonomy to decide how, when and where to carry out your tasks.

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