Executive Support Engineer

Millennium • New York, NY

99d • $175,000 - $250,000

About The Position

The Executive Services Support Team is responsible for providing quality support services to the highest level Executives and various VIPs in a fast-paced financial company. This is a hands-on role requiring the ability to problem-solve with exceptional judgment, expertise, and professionalism. The Executive Services Support role will occasionally require travel for the purpose of supporting customers in varying locations, including corporate offices, residential offices and remote offices. The role is also responsible for timely triaging of impactful outages, and proactive communications with the customers on changes to their environments.

Requirements

• Minimum of 5 years of progressive technical support experience in a financial institution
• Minimum of 3 years of supporting Executive and VIP customer base
• Strong analytical and problem-solving skills are a must as well as the ability to work well independently
• Bachelor’s degree required; must have excellent written and verbal skills
• Strong communication skills to ensure customers are informed of issue status through resolution; ability to escalate to the appropriate technology teams when necessary
• Applicable knowledge of LAN, WAN, WiFi, cellular technologies
• Broad understanding of mobile technology and firm integration (InTune, BlackBerry Enterprise Server, BlackBerry App suite, DEP)
• Comprehensive knowledge of Windows-based desktops and the key Firm applications (i.e. Microsoft Office Suite, Adobe Reader, Internet browsers, Bloomberg, etc.)
• Knowledge of Active Directory, Exchange, Citrix, Okta SSO, RSA MFA, ServiceNow, remote assist tools, and application delivery systems
• Ability to anticipate customer need and proactively develop and provide solutions accordingly
• Ability to maintain composure, discretion, and professional demeanor in an extremely fast-paced, demanding environment

Responsibilities

• Deliver high-quality technical support to C-Suite executives, Business Management, and other firm VIPs in a courteous, professional manner
• Field phone calls and emails from customers, leveraging ServiceNow to track and manage all issues, requests, and inquiries
• Troubleshoot and resolve reported firm-related issues, including but not limited to Windows 10, Microsoft Office and other productivity applications, Bloomberg, internal PNL/trading/risk applications, corporate mobility (Dell laptops and Apple iPhones), printing, networking, telephony, and videoconference
• Troubleshoot and resolve reported personal technology issues, including but not limited to computers, laptops, mobile phones, etc., family/home technology (home network, family entertainment and AV)
• Travel to home offices is required for equipment setup/breakdown and any issue remediation that cannot be resolved remotely
• Understand and evaluate end-users needs and develop creative technical solutions to meet them, while keeping in line with firm policies and procedures
• Support projects that evolve as a result of firm-wide technical initiatives

Benefits

• Base salary range of $175,000 to $250,000
• Discretionary performance bonus
• Comprehensive benefits package

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree