Executive Support Technician L3 US
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Job Summary
- Client in 190 countries
- 6000 Engineers
- 200 Enterprise Clients
What Youll Do:
- Deliver exceptional customer service and support as an IT evangelist for CxO-level leaders and their support staff
- Proactively ensure the technology needs of executive leadership are met
- Provide in-person helpdesk support to employees when not supporting executives
- Participate in scheduled on-call coverage after-hours support and off-site executive events (meetings conferences business travel)
- Deliver high-quality IT support to C-level users and maintain strong customer satisfaction
- Ensure service levels are met and exceeded identifying and implementing process improvements
- Support endpoint security standards (antivirus firewall patching two-factor authentication)
- Lead testing configuration installation and repair of hardware and software used by executives
- Collaborate with global teams to implement support processes escalation paths and regional visibility
- Provide hands-on support and training for common technical issues faced by executives and staff
- Perform computer upgrades migrations and device lifecycle management for executive users
- Document and maintain executive support best practices and IT procedures
- Own and drive IT projects and deliverables for the executive support function
- Act as an escalation point for helpdesk technicians and end-user support issues
Who You Are:
- Strong in technical support with a passion for problem-solving
- Highly committed to customer service with strong integrity
- Skilled at setting expectations and consistently following through on commitments
- Possess strong executive presence and professionalism
- Excellent at documenting case status and communicating updates clearly
- Continuously learning and expanding technical IT expertise
- Detail-oriented especially with documentation and process maintenance
- Values standards consistency and best practices to enable scalability
- Able to prioritize effectively and work within deadlines
- Strong relationship builder with both business users and IT teams
- Experienced in Mac hardware and software troubleshooting
- Understands the importance of timely and responsive support in user experience
Requirements:
- 10 years of IT Support experience in a professional environment
- Minimum 3 years supporting C-level executives
- Strong 1st and 2nd line IT support experience
- Proven experience managing and tracking support tickets
- Excellent customer service problem-solving and teamwork skills
- Strong communication and interpersonal abilities
- Experience working with vendors and managing external relationships
- Extensive technical knowledge of macOS Android and Windows 10/11
- Strong understanding of end-user technologies and support environments
- Knowledge of network fundamentals (network configuration VPN printing etc.)
- Experience supporting MS Teams or other VoIP systems
- Expert-level support of Microsoft Office 365 (Outlook Word Excel PowerPoint)
- Strong audio/video troubleshooting and conferencing support experience
- Experience with platforms such as MS Teams Webex and Zoom
- Ability to participate in on-call rotation including evenings and weekends
- Willingness to travel regionally or globally for executive support and events
- Strong attention to detail
Desired Skills:
- Prior experience in an IT executive support team with leadership or supervisory responsibilities
- Network troubleshooting experience
- Certifications in Mac Linux MCSE or networking
- Experience with LDAP and Active Directory
- Knowledge of security practices and mobile device management (MDM)
Required Skills:
Strong troubleshooting and client-side incident resolution skills Experience supporting VIP users Good understanding of Windows macOS Office 365 ITSM and other workplace applications and tools Knowledge of HAM processes Ability to prioritize tasks and manage multiple activities Strong customer-facing and communication skills LAN/WAN and server room equipments fundamentals knowledge Fluent in English and local language ITIL process knowledge preferred
Required Education:
Candidate Required Minimum Qualifications and SkillsBachelors Degree or equivalent in Computer Science or related A Microsoft Certified Professional (MCP) or of 18 months years of IT experience. Windows 7-10 Microsoft Active Directory utilization of GPOs MS Office 365 PC hardware installation and troubleshooting Enterprise anti-virus solutions Helpdesk ticketing device management including IOS and Android devices Enterprise enc
About Company
Our History Founded in Belgium in 2001 as an IT services company, Excis expanded across Europe and established it’s HQ in the UK. The delivery of 24/7 support was followed by the provision of end-to-end solutions, including IT and audiovisual design, installation and servicing. Exci ... View more
