Our Client, a Business Maunufacturing and Supply company, is looking for a Senior IT Support Engineer (C-suite Support) for their Charlotte, NC location.
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.
Requirements:
Bachelor's Degree (minimum) or equivalent work experience and knowledge
Five plus years of experience in infrastructure and/or desktop support arena; C-Suite experience preferred
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)
Preferred Skills:
Experience with C-suite executives
Leadership skills; ability to lead a project
Detailed knowledge of troubleshooting Windows, Mac, and mobile devices.