The Executive Support team&rsquo s mission is to enhance executive and executive admin effectiveness by providing personalized customer service.
We achieve this through:
Having a strong relationship with our customers
Having a deep understanding of how our customers work and their business needs
Listening to our customers and taking action
Prioritizing the customer experience
Anticipating customer needs
Being the single point of contact for all IT related issues, questions or requests
Empowering our customers
The Executive Support Specialist position will be responsible for providing personalized customer service for our local, remote executives and executive admins.
A deep understanding of our customers&rsquo needs and the IT services available to them to ensure the services work for their needs
Be aware and take action on all IT initiatives that might impact our customers
Provide IT solutions for their needs
Work closely with support teams within the organization to own, coordinate, and drive escalations to closure
Establish trust and maintain confidentiality in all executive support activities
Provide expert IT guidance and training as needed
After hours availability
Support for special events
Deskside support service will be used to provide assistance for requests that require second level support from the Service Desk.
Provide remote and/or field support to company employees and customers.
Troubleshoot multiple computer and mobile platforms: Macintosh, Windows, Linux, Android and iOS.
Troubleshoot VPN issues.
Provide advanced support for multiple enterprise applications including: e-mail, calendar scheduling, word processing, spreadsheets, presentations, Internet browsers, as well as specialized department-specific applications.
Provision and manage equipment (mobile phone, desktop peripherals, laptops and desktops).
Troubleshoot and support video conference equipment, including events held onsite.
Remotely troubleshoot local and networked printers, including multi-functional copiers.
Open, track and close all service requests, as well as manage the classification, assignment, tracking, and completion of requests.
Identify and implement innovative solutions to resolve customer issues.
Ensure resolutions are consistent with company standards and policies.
Provides after hours and on-call support as needed.
Contribute to various IT related initiatives as needed.
Ability to work in a fast paced dynamic team environment.
2-5 years of hands-on Executive Level Support
4+ years of on-site desktop support and customer service support experience
Must have strong hands-on experience with Windows 7/10 and Mac OS, especially in an enterprise environment
Experience with Virtual Desktop Infrastructure support
Experience with supporting mobile devices (iPhones, Android Smartphones and tablets) under MDM solutions