Executive IT Support Engineer

About the role

Provides the highest level of 24x7 customer response, professional presence, technical support, problem-solving, and personal attention to meet the demanding schedule of the executives, board members, other key employees and executive assistants. Provides a single point of contact for executives, rapid response, full after-hours support, at various locations with the highest level of discretion.

Responsibilities

• Provides onsite and remote 24x7 support for assigned executives and others for all technology needs.
• Fulfills responsibilities with little to no supervision.
• Responsible for logging, tracking, documenting and resolving all executive support tickets in the designated solution.
• Ensures company assets are tracked in the designated solution.
• Researches, delivers, provides training, and support for all new technologies.
• Owns all issues from start through resolution without transferring.
• Makes home service calls when needed.
• Provides technical and troubleshooting abilities.
• Supports security policies and standards.
• Experience using and solving audio/video equipment.
• Sets up and supports mobile devices, including both Android and iPhone.
• Collaborates with IT resources to track, isolate and resolve technical issues.
• Researches, evaluates, and recommends new and upgraded technological solutions to increase the efficiency and effectiveness of the executive team.
• Takes the lead with IT resources to install new equipment or provide additional technology support to improve performance and productivity.
• An innate understanding of urgency and the escalation of issues quickly when appropriate.
• Provides Project Management oversight for technology projects as assigned.
• No supervisory/management authority.

Qualifications

• Bachelor’s degree in computer science, or other related field, at least five (5) years of experience of enterprise IT support, engineering, and especially installing end-user applications, cloud solution/services, AV, personal computing equipment and mobile devices and at least three (3) years of advanced administration and troubleshooting of O365 and associated services or an equivalent combination of education and experience.
• Proven experience in executive level technology support.
• Strong initiative, self-motivated and have great attention to detail.
• Excellent proven customer service skills.
• Must also be able to adapt to change and learn quickly in a highly dynamic environment.
• Proven experience with multiple platforms from Mac, Windows, iOS, Android.
• Strong task management skills including the ability to prioritize, triage, resolve, and escalate.
• Demonstrate initiative, be a self-starter.
• Project Management experience preferred.
• Proven excellent client service including the ability to convert technical jargon into a language people can easily understand.
• Ability to explain complex concepts and processes in a non-technical way.
• Ability to interact with executive level leaders.
• Ability to travel overnight with little advance notice.
• Ability to maintain confidentiality and exercise discretion.
• Excellent communicator whether it is face-to-face, written or oral communication.
• Must have and maintain a valid driver’s license.

Benefits

Elite Benefits Program (for Eligible Employees): Comprehensive Medical Plan, Preparing You For the Future (fully vested, 6% employer match 401(k) plan), Financial Incentives (incentives based on company performance or employee referral program, tuition reimbursement program, nationwide employee discount program & an employee emergency fund), Your Health in Mind (free health clinics at select locations & 24/7 telemedicine access), Work-Life Balance (maternity, paternal, and adoption leave, flexible spending accounts & voluntary benefits for added peace of mind).