Senior Desktop Support Engineer - Executive Support - 2 Openings

DivIHN Integration•Charlotte, NC

14h•Onsite

About The Position

Seeking an IT professional with advanced skills to provide high-touch customer service along with technical support to executive-level and administrative support staff as necessary, including problem recognition, research, isolation, resolution and follow-through. Work cooperatively with cross-functional teams to provide technology support and services up to and including senior leadership.

Requirements

Advanced technical troubleshooting skills
Ability to function effectively and quickly in stressful situations / circumstances
Fast response time to customers
Strong customer service/soft skills
Ability to multitask and come up with innovative solutions to customer problems quickly.
Strong remote support skills and familiarity with remote support tools
Outstanding interpersonal skills, able to explain IT matters in lay terms
Advanced knowledge of MS Office programs (Word, Excel, PowerPoint, Outlook, Teams), Windows and other client standard software and services
Strong mobile device technical troubleshooting skills (both iPhone and Android) and knowledge of how to perform data transfers and corporate configurations such as through Microsoft InTune.
Knowledge of home network wireless infrastructure (setup and support) as well as home internet provider assistance (ex. Spectrum)
Very strong attention to detail
Ability to work solo as well as with a team as a strong team player
Flexibility and adaptability
Creative problem-solving skills
Excellent organizational skills
Ability to build relationships, interact professionally and respectfully with all levels of the organization
Ability to accept and adapt to change, including support for new and non-standard items.

Nice To Haves

C-suite experience preferred.
Experience with C-suite executives
Leadership skills
Detailed knowledge of troubleshooting Windows, Mac, and mobile devices.
Innovative and creative problem-solving skills
Prioritization and scheduling
Flexibility with work schedule
Ability to lead a project
Ability to follow direction and proactively seek guidance when needed
Previous experience working in a corporate environment, particularly with C-suite executives.
Ability to manage own workload and set priorities with little supervision
Strong business ethics
Positive attitude
Comfortable/Calm in high pressure environment
Self-discipline and motivation
Detail oriented
Results-oriented
Customer-service oriented
Ability and desire to learn new skills, accept and action feedback/coaching
Communicate verbally, in writing and through presentation to peers, supervisor and customers
Not afraid to seek help and ask questions to management chain for guidance

Responsibilities

Respond to, or create as needed, Incidents, Tasks or forms for all work performed or needed.
Respond to and assist customers who reach out directly, making tickets for work performed.
Function as a proactive resource, addressing IT issues ahead of when customers could be impacted by them wherever possible.
Support hardware, software and/or services for approved desktop computing equipment, mobile devices and services, including installations and upgrades – as well as non-standard equipment for approved customers.
Deploy and maintain mobile equipment such as smartphones and tablets, including personal equipment for some C-suite executives.
Participate in on-call rotation supporting all executives, may be 24X7 for some C-suite executives.
Identify recurring issues, document as Problems and escalate to appropriate personnel
Keep management informed of potential issues including those with customers
Represent technical bridge between technology groups and business units
Make recommendations for and implement improvement in processes and procedures
Understand and follow client processes (Incident Management, Request Fulfillment, Problem Management)
Performs other related duties as assigned by management
Understand and apply the Priority Matrix.
Strive to meet metric goals and avoid breaches.