Job Overview:
As an Executive support Level 3 Technician you are focused on providing the highest level of customer response, professional presence, technical support, problem-solving, and personal attention to meet the demanding schedule of the executives, between the Executive support you will work together with Level 3 Technicians to assist with tickets using ServiceNow and respond in accordance with SLA’s. This role is mainly office based in North Carolina, however, will require you to travel globally and on occasion work outside of your standard business hours.
Summary of Responsibilities:
- Must have good communication skills both written and verbal.
- Provide white glove level 3 IT support to the Executives and their Assistants. Immediate assistance may be required, and the Executive Support Technician may be contacted directly. In these situations, the Support Technician would fulfil the need immediately and raise a ticket after completion on behalf of the Executive.
- Support the Executives remotely, at home or in the office.
- Immediate assistance may be required, and the Executive Support Technician will be contacted directly.
- Must be willing to travel globally to support Executive meetings.
- Exceptional customer service and teamwork skills.
- Experience in supporting a Leadership team.
- Must be able to manage and maintain the IT related equipment (hardware and software) used by the executive team.
- Ability to provide tactical solution to problems spanning multiple technologies and disciplines.
- Work with the executive team to perform computer upgrades and migrations and act as Level 3 support.
- The ability to automate routine tasks and processes using PowerShell.
- Assist and support users with Level 3 tickets via ServiceNow and respond to tickets in accordance with SLA guidelines.
- Work with end users, desk side and business partners to align processes globally.
- Collaborates effectively to get things done and able to build solid relationship with team, business, and vendors.
- Willingness to work outside of the standard business hours as necessary.
Qualifications (Minimum Required):
- Associate degree or advanced apprenticeship in Computer Science or relevant disciplines.
- Experience with iPhone, iPad and Laptop builds and setup.
- Proven experience in an IT Support/Technical role with 3+ years’ experience of providing Executive support.
- Understanding of both MAC and Windows OS.
- Good Video Conference and presentation support skills.
- A good understanding of network fundamentals and support experience (network configs, VPN, printing, etc.).
- Knowledge of Intune and SCCM.
- Good problem solving and interpersonal skills.
Preferred Qualifications Include:
- Degree or advanced apprenticeship in Computer Science or relevant disciplines.
- Must have proven experience in an IT Support/Technical role with 5+ years’ experience of providing Executive support.
- Solid understanding of both MAC and Windows OS.
- Strong Video Conference and presentation support skills.
- Network fundamentals and support experience (network configs, VPN, printing, etc.).
- Working knowledge of Intune and SCCM.
- Microsoft O365 experience.
- Good problem solving and interpersonal skills.
- MS certification.
- MS Exchange.
Learn more about our EEO & Accommodations request here.
