Job Description: Summary
Seeking an IT professional with advanced skills to provide high-touch customer service along with technical support to executive level and administrative support staff as necessary including problem recognition, research, isolation, resolution and follow through. Work cooperatively with cross-functional teams to provide technology support and services up to and including senior leadership.
Responsibilities
Respond to, or create as needed, Incidents, Tasks or forms for all work performed or needed.
Respond to and assist customers who reach out directly, making tickets for work performed.
Function as a proactive resource, addressing IT issues ahead of when customers could be impacted by them wherever possible.
Support hardware, software and/or services for approved desktop computing equipment, mobile devices and services, including installations and upgrades as well as non-standard equipment for approved customers.
Deploy and maintain mobile equipment such as smartphones and tablets, including personal equipment for some C-suite executives.
Participate in on-call rotation supporting all executives, may be 24X7 for some C-suite executives.
Identify recurring issues, document as Problems and escalate to appropriate personnel.
Keep management informed of potential issues including those with customers.
Represent technical bridge between technology groups and business units.
Make recommendations for and implement improvement in processes and procedures.
Understand and follow client s processes (Incident Management, Request Fulfillment, Problem Management).
Understand and apply the Priority Matrix. Strive to meet metric goals and avoid breaches.
Performs other related duties as assigned by management.
Travel Requirements
Minimal Domestic as needed by customer(s). International travel is possible due to being part of a global team.
Hours of Work / Work Schedule / Flex-Time
40 hours/week with some after-hours on-call work expected.
Education Requirements
Bachelor's Degree (minimum) or equivalent work experience and knowledge.
Work Experience
Five plus years of experience in infrastructure and/or desktop support arena. C-suite experience preferred.
Requirements
Advanced technical troubleshooting skills.
Ability to function effectively and quickly in stressful situations / circumstances.
Fast response time to customers.
Strong customer service/soft skills.
Ability to multitask and come up with innovative solutions to customer problems quickly.
Strong remote support skills and familiarity with remote support tools.
Outstanding interpersonal skills, able to explain IT matters in Client terms.
Advanced knowledge of MS Office programs (Word, Excel, PowerPoint, Outlook, Teams), Windows and other client s standard software and services.
Strong mobile device technical troubleshooting skills (both iPhone and Android) and knowledge of how to perform data transfers and corporate configurations such as through Microsoft InTune.
Knowledge of home network wireless infrastructure (setup and support) as well as home internet provider assistance (ex. Spectrum).
Very strong attention to detail.
Ability to work solo as well as with a team as a strong team player.
Flexibility and adaptability.
Creative problem-solving skills.
Excellent organizational skills.
Ability to build relationships, interact professionally and respectfully with all levels of the organization.
Ability to accept and adapt to change, including support for new and non-standard items.
Desired Skills
Experience with C-suite executives.
Leadership skills.
Detailed knowledge of troubleshooting Windows, Mac, and mobile devices.
Prioritization and scheduling.
Flexibility with work schedule.
Ability to lead a project.
Ability to follow direction and proactively seek guidance when needed.
Previous experience working in a corporate environment, particularly with C-suite executives.
Ability to manage own workload and set priorities with little supervision.
Strong business ethics.
Soft Skills
Positive attitude.
Comfortable/Calm in high pressure environment.
Self-discipline and motivation.
Detail oriented.
Results-oriented.
Customer-service oriented.
Ability and desire to learn new skills, accept and action feedback/coaching.
Communicate verbally, in writing and through presentation to peers, supervisor and customers.
Not afraid to seek help and ask questions to management chain for guidance.
Numbers & Facts
Location
Charlotte, NC
Skills
Analysis Skillsunmatched
Androidunmatched
Apple Macsunmatched
Apple iPhoneunmatched
Business Ethicsunmatched
Coachingunmatched
Computer Servicesunmatched
Cross-Functionalunmatched
Customer Support/Serviceunmatched
Desktop Administrationunmatched
Desktop PCunmatched
Detail Orientedunmatched
Equipment Maintenance/Repairunmatched
Establish Prioritiesunmatched
Executive Assistant Skills unmatched
Follow Throughunmatched
Hardware Administrationunmatched
Home Networkingunmatched
Identify Issuesunmatched
Incident Managementunmatched
Information Technology & Information Systemsunmatched
Interpersonal Skillsunmatched
Leadershipunmatched
Metricsunmatched
Microsoft Excelunmatched
Microsoft Officeunmatched
Microsoft Outlookunmatched
Microsoft PowerPointunmatched
Microsoft Product Familyunmatched
Microsoft Windows Operating Systemunmatched
Microsoft Windows System Administrationunmatched
Microsoft Wordunmatched
Mobile Devicesunmatched
Mobile Plant/Equipmentunmatched
Mobile Technologyunmatched
Multitaskingunmatched
On Callunmatched
Organizational Skillsunmatched
Problem Solving Skillsunmatched
Procedure Developmentunmatched
Process Improvementunmatched
Process Managementunmatched
Smartphonesunmatched
Software Administrationunmatched
Team Playerunmatched
Technical Supportunmatched
Testingunmatched
Willing to Travelunmatched
Wireless Communicationsunmatched
Writing Skillsunmatched
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