IT Support Engineer
Responsibilities:
Provide onsite and remote support for Executives and Administrative team
Serve as the escalation contact for the Executive team and Assistants
Front line of corporate technology, implementations, new technologies and preparing teams for use and supporting technologies through their lifecycle
Resolve technical issues and challenges quickly and effectively with minimal disruption to the Executive team
Enhance the technology experience of the Executives by showing them how to best use technology to deliver productivity and efficiency benefits
Establish trust with the Leadership team by performing expert technical support while maintaining confidentiality and showing discretion
Maintain confidentiality and privacy
Continuously evaluate current and trending solutions and products to enhance the executive's productivity, needs, and expertise
Analyze technology issues and trends, determine root causes and resolve
Setup and monitor high-priority meetings utilizing collaboration and AV services.
Lead resolution requiring multi-functional support, working closely with other support leads, operational and engineering staff, and other domain specialists to resolve issues
Provide feedback, quality assurance, and user acceptance testing for technology products and services
Manage own time to fulfill tasks efficiently, in the correct priority and to the required level of quality, within the context of the objectives supplied by manager
Lead proactive Executive support program to ensure that end point equipment is always up to date and in top quality
Regularly report on the state of Global Executives (client trending issues, ticket trends, etc.) to management
Organize regular meetings and trainings sessions with Administrative team
Experience:
Bachelor’s degree or equivalent work experience
Minimum of 5 or more years of experience supporting internal desktop systems software and hardware, application training, and overall incident ownership and management
Three or more years working in support of desk side services with specific focus on supporting executive levels and their assistants
Three or more years supporting Microsoft Desktop/Laptops devices and network connectivity
Advanced knowledge of mobile devices
Strong proficiency in verbal and written communication
Excellent customer service skills and analytical troubleshooting abilities
Strong verbal and written communication skills with the ability to communicate clear and concise information in technical and non-technical terms based on audience
Excellent project and time management skills with the ability to manage expectations in a deadline-driven environment while balancing strategic projects with day-to-day accountabilities
Ability to work well under pressure and support C Level Executives
Excellent client facing skills and strong capacity to communicate and build trusted relationships
Tenacious with good follow up and attention to detail
May need some after hours work
Ability to work well within a team environment and keep superior informed on all issues- Minimum of 3 years experience in a similar role as a Desktop Support Analyst
- Proficient in Microsoft Exchange Server
- Knowledgeable in operating systems including MS Windows 10 and Windows 11
- Experienced in working with Active Directory
- Familiar with Ticketing System
- Capable of using ServiceNow ITSM
- Skilled in using MS Office 365
- Excellent problem-solving abilities
- Strong interpersonal skills, capable of effectively communicating with a diverse range of individuals
- Must be able to prioritize tasks and manage time effectively
- Degree in Computer Science, Information Technology, or a related field preferred
- Relevant certifications in IT support will be considered an advantage
- Ability to work in a team environment and contribute to team goals
- Exceptional customer service skills
- Willing to keep up to date with the latest technology trends and IT best practices