What This Job Entails
This role combines deep technical expertise with exceptional customer service and communication skills to deliver a seamless and reliable technology experience for executive users.
The ideal candidate is proactive, personable, and thrives in fast-paced environments where professionalism, discretion, and attention to detail are paramount. You’ll collaborate closely with executives, executive assistants, IT infrastructure, and other technology teams to anticipate needs, resolve issues, and maintain high satisfaction and trust.
Scope
·Applies professional expertise and organizational objectives to creatively resolve complex technical and service-related issues.
·Handles multifaceted situations requiring in-depth evaluation and sound judgment to determine the best solutions.
Your Roles and Responsibilities
●Deliver outstanding customer service and personalized support for all aspects of executive technology.
●Provide responsive, professional technical assistance to executives and their teams across hardware, software, networking, printing, mobile devices, and collaboration tools.
●Proactively monitor, maintain, and troubleshoot desktop systems, mobile devices, and network connectivity in a diverse environment to prevent disruptions.
●Offer onsite and remote support for executive-level clients and their assistants, ensuring clear, confident, and courteous communication at all times. May require occasional off hours support and on-call availability is required.
●Translate complex technical issues into simple, actionable explanations for both technical and non-technical audiences.
●Recommend and implement tailored technology solutions that align with executive needs and preferences.
●Build and maintain trusted relationships with executives, exercising discretion and professionalism with all sensitive information.
●Partner with global and regional teams to support executives during travel and off-site events.
●Provide on-site event support to ensure seamless technology integration during meetings, presentations, and special engagements.
●Manage incidents and requests in an ITSM platform (e.g., Zendesk), demonstrating accountability, follow-through, and proactive communication.
Required Qualifications / Skills
●5+ years of experience in service desk or desktop support, preferably in a fast-paced enterprise or executive environment.
●Advanced proficiency in Windows 11, macOS, Microsoft Suite, Microsoft Exchange, Active Directory, wireless and printing technologies, and mobile device management.
●Strong commitment to exceptional customer service and service delivery excellence.
●Demonstrated ability to communicate effectively, both verbally and in writing, with diverse audiences.
●Professional presence and demeanor, with the ability to remain calm and composed under pressure.
●Meticulous attention to detail, strong follow-through, and the ability to prioritize effectively.
●Proven problem-solving and decision-making skills.
●Industry certification (CompTIA+ or equivalent experience) preferred.
Physical Demands & Work Environment
●Ability to perform office-related tasks, including extended periods of sitting or standing.
●Mobility to move throughout an office environment and perform in-person support.
●Ability to use a computer and other standard office technology.
●Strong communication skills, both in-person and virtual.
●Some positions may require occasional repetitive motion involving wrists, hands, or fingers.
