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Executive Tech Support Technician
We're seeking an Executive Desktop Services Technician to join our dynamic team. This role requires a balance of technical expertise, interpersonal skills, and a commitment to providing top-notch support. The technician will provide comprehensive technology support remotely and in person to the "C-suite" at our client. This support includes a broad scope of mobile, desktop, laptop, remote access, collaboration platforms & A/V technologies used to conduct daily business. In addition to possessing the required technical skills/experience, this individual must have the interpersonal and communication skills to engage with senior executives.

Objectives of this role
* Provide quick and effective assistance with information technology systems
* Guide executives remotely and in person through systems configuration, troubleshooting, and maintenance
* Listen attentively to executives questions and concerns and offer optimal solutions
* Prioritize executive satisfaction in all communications, directing unresolved issues to next-level personnel

Responsibilities
* Provide personalized, white-glove technical support, ensuring prompt resolution of their IT issues and concerns
* Build and maintain strong client relationships, ensuring their technology needs are met and exceeded
* Respond to tech inquiries via email, online chats, over the phone, or in person
* Walk executives step-by-step through the problem-solving process
* Help with troubleshooting hardware and software
* Follow up with executives to ensure satisfactory service
* Keep accurate records of support interactions, issues, and resolutions to maintain a thorough knowledge base for future reference
* Communicate feedback to the appropriate internal team members and management
* Ability to escalate complex or urgent issues to senior level support or management as needed.
* Participate in on-call rotation and provide after-hours support as needed.
* Participate in the creation and updating of knowledge articles
* Travel may be requested as needed
* Support of events may be required as needed
* Any other duties as assigned

Skills and qualifications
* Excellent problem-solving and analytical skills
* Comprehensive knowledge of computer systems and experience troubleshooting hardware and software
* The ability to break down technological processes and deliver clear, step-by-step instructions
* Patient, friendly demeanor with a great aptitude for listening
* Strong verbal and written communication skills
* Tenacious, with good follow-up and attention to detail
* Commitment to providing exceptional customer service
* Passion for problem-solving and customer service
* Tech-savvy, with experience working in a tech-related field
* Ability to diagnose and resolve a variety of technical issues
* Team-oriented mindset with an openness to constructive feedback
* Eagerness to learn new technologies and systems

Requirements
* At least 5 years supporting internal desktop systems software and hardware, application training, and overall incident ownership and management
* 3+ years working in support of desk side services with a specific focus on supporting executive levels and their assistants
* At least 3 years supporting Microsoft Desktop/Laptops, Apple technologies devices, and network connectivity
* Advanced knowledge of iOS and Android mobile devices
* Knowledge of Office suite tools, Productivity tools: Office 365, Calendar, Zoom, WebEx & MS Teams
* Excellent project and time management skills and the ability to manage expectations in a deadline-driven environment
* Strong proficiency in verbal and written communication
* Must be comfortable working under pressure and supporting C Level Executives
* Must possess excellent client facing skills and a strong capacity to communicate and build trusted relationships
* Excellent customer service skills, analytical troubleshooting abilities, and strong verbal and written communication skills to produce clear and concise information. Work well within a team environment and keep superior informed on all issues
* Willingness to travel locally and internationally to provide on-site support when required
* CompTIA A+ and/or CompTIA Net+ is a plus
* MCSA (Microsoft Certified Systems Administrator/Solutions Associate) or MCSE (Microsoft Certified Systems Engineer) MCITP Microsoft Certified IT Professional, MCSE (Microsoft Certified Solutions Expert) is a plus
* CCNA or CCIE-Cisco certifications is a plus

Reference
CR/123810_1741846481