Senior Desktop Support Engineer - Executive Support - 2 Openings

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:

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