Executive Support Technician L3 US

About the Role

Excis is a global IT support leader driven by innovation and collaboration. We are looking for a proactive Executive Support Technician L3 to perform Senior L3 IT Support and enhance Field Services Operations (FSO) and Executive Officer (EO) Support at our Boston location. Join us for a rewarding career in a supportive, family-like environment where individual achievements fuel team success. From solving complex IT challenges to celebrating wins together, we put our people first.

What You'll Do

• Deliver exceptional customer service and support as an IT evangelist for CxO-level leaders and their support staff
• Proactively ensure the technology needs of executive leadership are met
• Provide in-person helpdesk support to employees when not supporting executives
• Participate in scheduled on-call coverage, after-hours support, and off-site executive events (meetings, conferences, business travel)
• Deliver high-quality IT support to C-level users and maintain strong customer satisfaction
• Ensure service levels are met and exceeded, identifying and implementing process improvements
• Support endpoint security standards (antivirus, firewall, patching, two-factor authentication)
• Lead testing, configuration, installation, and repair of hardware and software used by executives
• Collaborate with global teams to implement support processes, escalation paths, and regional visibility
• Provide hands-on support and training for common technical issues faced by executives and staff
• Perform computer upgrades, migrations, and device lifecycle management for executive users
• Document and maintain executive support best practices and IT procedures
• Own and drive IT projects and deliverables for the executive support function
• Act as an escalation point for helpdesk technicians and end-user support issues

Who You Are

• Strong in technical support with a passion for problem-solving
• Highly committed to customer service with strong integrity
• Skilled at setting expectations and consistently following through on commitments
• Possess strong executive presence and professionalism
• Excellent at documenting case status and communicating updates clearly
• Continuously learning and expanding technical IT expertise
• Detail-oriented, especially with documentation and process maintenance
• Values standards, consistency, and best practices to enable scalability
• Able to prioritize effectively and work within deadlines
• Strong relationship builder with both business users and IT teams
• Experienced in Mac hardware and software troubleshooting
• Understands the importance of timely and responsive support in user experience

Requirements

• 10+ years of IT Support experience in a professional environment
• Minimum 3 years supporting C-level executives
• Strong 1st and 2nd line IT support experience
• Proven experience managing and tracking support tickets
• Excellent customer service, problem-solving, and teamwork skills
• Strong communication and interpersonal abilities
• Experience working with vendors and managing external relationships
• Extensive technical knowledge of macOS, Android, and Windows 10/11
• Strong understanding of end-user technologies and support environments
• Knowledge of network fundamentals (network configuration, VPN, printing, etc.)
• Experience supporting MS Teams or other VoIP systems
• Expert-level support of Microsoft Office 365 (Outlook, Word, Excel, PowerPoint)
• Strong audio/video troubleshooting and conferencing support experience
• Experience with platforms such as MS Teams, Webex, and Zoom
• Ability to participate in on-call rotation including evenings and weekends
• Willingness to travel regionally or globally for executive support and events
• Strong attention to detail

Desired Skills

• Prior experience in an IT executive support team with leadership or supervisory responsibilities
• Network troubleshooting experience
• Certifications in Mac, Linux, MCSE, or networking
• Experience with LDAP and Active Directory
• Knowledge of security practices and mobile device management (MDM)

Benefits

At Excis, your work matters. You'll be part of a dynamic, hands-on team where your technical expertise directly enhances user satisfaction and operational success. We offer a supportive environment that encourages professional growth, continuous learning, and collaboration across diverse technologies. Enjoy competitive compensation and the chance to contribute to a global IT leader that values innovation and excellence.

This response is AI-generated, for reference only.