For further inquiries about this opportunity, please contact our Talent Specialist, Tenishbabu at 224 507 1292
Title: Senior Desktop Support Engineer - Executive Support - 2 Openings
Location: Onsite at Charlotte, NC
Duration: 12 Months
Travel: Minimal Domestic as needed by customer(s) and international travel is possible due to being part of a global team.
Only W2 candidates are eligible for this position. Third-party or C2C candidates will not be considered.
Scope/Purpose of Position:
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 processes (Incident Management, Request Fulfillment, Problem Management)
- Performs other related duties as assigned by management
- Understand and apply the Priority Matrix.
- Strive to meet metric goals and avoid breaches.
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 lay terms
- Advanced knowledge of MS Office programs (Word, Excel, PowerPoint, Outlook, Teams), Windows and other client 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.
- Innovative and creative problem-solving skills
- 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
About us:
DivIHN, the 'IT Asset Performance Services' organization, provides Professional Consulting, Custom Projects, and Professional Resource Augmentation services to clients in the Mid-West and beyond. The strategic characteristics of the organization are Standardization, Specialization, and Collaboration.
DivIHN is an equal opportunity employer. DivIHN does not and shall not discriminate against any employee or qualified applicant on the basis of race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status.