Executive IT Support Engineer

Job Description

SUMMARY

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.

Provides research, delivery, training, and support for all new hardware and solutions.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Includes the following :

• Provides onsite and remote 24x7 support for assigned executives and others for all technology needs
• Fulfillment of responsibilities must be performed with little to no supervision
• Required to be in-office locations on a full-time basis
• Responsible for logging, tracking, documenting and resolving all executive support tickets in the designated solution
• Ensure company assets are tracked in the designated solution
• Research, delivery, provides training, and support for all new technologies
• Ownership of all issues from start through resolution without transferring
• Home service calls made when needed
• Ability to provide the highest level of technical and troubleshooting
• Provides setup and monitors high-priority meetings and special events, using other IT and administrative resources as needed
• Support security policies and standards
• Experience using and solving audio / video equipment
• Setups 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
• Performs other job-related duties as assigned

SUPERVISORY / MANAGEMENT AUTHORITY

No supervisory / management authority.

EDUCATION AND EXPERIENCE

Bachelor's degree in Computer Science or related field and at least 5 years of experience of enterprise IT support, especially installing and troubleshooting end-user applications, cloud solution / services, AV, personal computing equipment and mobile devices or an equivalent combination of education and experience.

KNOWLEDGE, SKILLS AND ABILITIES

• 5+ years of experience in end user support, engineering, and troubleshooting
• Proven experience in executive level technology support
• 3+ years of advanced administration and troubleshooting of O365 and associated services
• 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 licenses.

WORK ENVIRONMENT

Work is primarily performed in a climate-controlled office-setting. Work may require travel, including overnight stays. Work will require varied shifts including, weekends and holidays, as needed (on call).