Executive Support Technician

Executive End User Support Technician

Job Description:

Highly polished Executive End User Support Specialist to provide white-glove technical support to senior leadership team which consists of about 400 users globally. This role is ideal for someone who thrives in high-visibility environments, delivers exceptional customer service, and can confidently support executives across modern workplace technologies.In addition to traditional support, this role will help introduce and enable AI tools (e.g., Microsoft Copilot), guiding executives on how to leverage them effectively in day-to-day work.

Key Responsibilities

1. High-Touch Executive Support in Complex Environments

• Proven experience supporting large, enterprise-scale user bases (hundreds of stakeholders), including executives, chiefs of staff, and extended leadership teams
• Ability to operate effectively in a high-demand, fast-paced, white-glove support model with constant interruptions and shifting priorities

2. Strong Sense of Urgency & Decision-Making

• Demonstrates immediacy in response and resolution, especially in time-sensitive executive scenarios
• Experienced in prioritizing competing requests and making quick, sound decisions
• Knows when to escalate or pull in additional expertise to resolve issues efficiently

3. Advanced AV & Meeting Technology Support

• Hands-on experience with Teams Rooms, Zoom, and other collaboration platforms
• Skilled in pre-meeting "pre-flight checks, live troubleshooting, and rapid issue recovery
• Ability to anticipate failures and proactively ensure seamless meeting execution

4. Broad Technical Acumen Across Enterprise Tools

• Strong working knowledge of:Microsoft 365 (especially Outlook, Exchange) Collaboration and conferencing tools Enterprise apps (e.g., SAP, e-signature tools)

• Focus is on breadth over deep specialization understanding systems, integrations, and dependencies

• Ability to triage issues and navigate to the right solution owner quickly

5. Global & Cross-Cultural Awareness

• Experience supporting distributed, global teams and executives
• Comfortable navigating different time zones, cultures, and communication styles

6. Problem-Solving & Relationship Management

• Strong troubleshooting mindset with end-to-end ownership
• Builds and maintains a "network of contacts across IT and business teams to accelerate resolution
• Proactively identifies adjacent or underlying issues during support interactions

7. Communication & Executive Presence

• Excellent written and verbal communication skills
• Ability to engage executives with professionalism, empathy, and discretion
• Clear, proactive communicator who follows through consistently

8. Adaptability & Continuous Learning

• Quick learner who can ramp across new tools, platforms, and environments
• Flexible as technology strategy evolves (e.g., M365, Google ecosystem, AI tools)

9. Process-Oriented with Strong Judgment

• Follows established processes but is comfortable operating without rigid ticketing structures
• Not afraid to ask questions, clarify needs, and validate assumptions before acting

Required Qualifications

• 5+ years of experience in End User Support, including direct executive/VP support
• Proven experience supporting senior leadership or C-level executives
• Strong expertise in:
• Microsoft Product Suite: Microsoft365, Microsoft Office, Collaboration Tools, Copilot, Genesys (preferred)
• Operating systems: Windows, macOS, iOS, Android
• Connectivity: remote access, VPNs, wireless networks, endpoint troubleshooting
• Device management (MDM/EMM), secure mobile device policies
• Collaboration tools (video conferencing, unified communications)
• Productivity suites and executive software / peripherals
• Experience using ServiceNow Ticketing Systems
• Excellent communication, interpersonal, and customer service skills
• Highly professional, polished, and discreet demeanor
• Ability to work on-site full-time (5 days/week in Rahway, NJ)
• Strong problem-solving skills with the ability to operate independently in high-pressure environments

Preferred / Nice-to-Have Skills

• Familiarity with Microsoft Copilot or other AI tools (e.g., Gemini)
• Understanding of:
• How AI can be applied to executive workflows
• Basic AI concepts and prompting
• Experience providing user training or guidance on new technologies
• Pharma or regulated environment experience