Executive Support Technician L3 US

Excis Compliance ltd•Boston, MA

2d•Onsite

About The Position

Excis is a global IT support leader, driven by innovation and collaboration. We are looking for a proactive Executive Support Technician L3 to perform Senior L3 IT Support, to enhance its Field Services Operations (FSO) and Executive Officer (EO) Support. Excis fosters an open, friendly, and supportive growth-oriented culture where individual achievements fuel team success. From solving complex IT challenges to celebrating wins together, we put our people first. Start your journey with Excis and grow with us!

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

Nice To Haves

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)

Responsibilities

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