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Senior Executive Technology Support Technician

  • Location:

    New York

  • Sector:

    Transformation & Change Management

  • Job type:

    Permanent

  • Salary:

    Negotiable

  • Contact:

    Mary David Miller

  • Contact email:

    MaryDavid.Miller@oliverjames.com

  • Job ref:

    JOB-112021-154753_1637072286

  • Published:

    23 dagen geleden

  • Expiry date:

    2021-12-16

  • The successful candidate will be more than simply a great technician. We're looking for people who embrace technology and want to grow & learn. We want this team to be recognized as an industry leader in excellent customer service, meanwhile being excellent technologists. We will ensure we can effectively resolve and communicate with various levels of stakeholders within a dynamic organization. Our intent is to find SME's who have the capacity to evolve, learn and keep pace with the rate of change.

    About the role

    We want to hear from you today if you can:

    • Provide the highest-level white glove onsite IT support to senior executives including the CEO and direct staff.
    • The role is based in our Midtown Manhattan, New York City Headquarters with frequent onsite support requirements in Westport, CT
    • Travel support for offsite meetings & events inclusive of printers, desktops, mobile devices, meeting support & network connectivity
    • Provide technical expertise support in the areas of Microsoft Windows 10, Microsoft Office Suite 365, Intune, Common off-the-shelf applications, SCCM Remote Connectivity Platform, network/local printers.
    • Assist with moves, installs, acquisitions and divestitures.
    • Escalate critical incidents to management as needed.
    • Persistent logging of tickets and timely resolution of first-line issues, or escalation to other support teams.
    • Adhere to all SLA's and KPI's.
    • Review incident tickets and respond to end-users appropriately and within established SLA standards; resolve open tickets in a timely and professional manner, ensuring a positive client experience and high First Call Resolution.
    • Ability to follow and improve procedure documents
    • Key technical contributor in the development, deployment, monitoring, maintenance, upgrade of IT systems, including AV, meeting services, PC's, operating systems, software, hardware and peripherals.
    • Participate in the deployment of enterprise level special projects
    • Provide after hours, on call support and emergency response at any time (24x7).
    • Install, configure and support all hardware and software in the environment.
    • Provide support to growing mobility platform (iOS, Android and Windows based platform)
    • Troubleshoot, research and resolve escalated technical problems and incidents
    • Research new industry technologies and recommend proactive solutions within the environment
    • Process Improvement: Identifies processes for improvement in daily work; educates new staff in team process
    • Work independently while simultaneously being a collaborative team member striving for team success.

    What we are looking for

    Professional

    • 2+ years direct experience supporting a CEO of a fortune 500 company
    • 5+ years' experience as part of an Executive Support organization
    • Direct experience leading & supporting Board Meetings & Executive Offsites at company offices or hotels.
    • Strongly customer service oriented; strong organizational and communication skills, positive and can-do attitude
    • Ability to communicate and to interact effectively with colleagues and executives
    • Ability to work and adapt in a dynamic environment and recognize priority issues, escalating accordingly
    • Self-starter with the ability to effectively work with minimal supervision
    • Must be motivated and willing to learn
    • Strong Organizational Skills
    • Ability to manage multiple end-user support requests effectively
    • Experience with MDM and supporting mobile devices
    • Ability to read, analyze, and interpret professional journals and technical procedures.
    • Ability to communicate effectively both orally, and in correct grammar writing, via weekly reports.
    • Fluent in speaking, writing, and reading, English language
    • An active interest and passion for IT, besides regular office hours
    • Ability to work both independently and as part of a project group, with time constraints
    • Experience with creating standards and documentation
    • Travel will be required as needed. Valid Passport & ID required

  • The Senior Executive Technology Support Technician is a key member of an elite group of technologists who provide direct technology support to the most senior executives of AIG (including the CEO) in our Corporate Headquarters located in NYC. This position requires someone with strong professional skills and deep levels of technical expertise across multiple disciplines. Paying close attention to detail, exhibiting excellent judgement and the ability communicate clearly and concisely with executives & senior staff is a critical component to success in this role. This role demands that the person acts as the face of IT for executives. To reduce impact on the executives, developing deep partnerships with other support teams to mitigate issues quickly is essential. The ideal candidate enjoys technology and has in-depth understanding and working knowledge of many end user technology platforms.

    The successful candidate will be more than simply a great technician. We're looking for people who embrace technology and want to grow & learn. We want this team to be recognized as an industry leader in excellent customer service, meanwhile being excellent technologists. We will ensure we can effectively resolve and communicate with various levels of stakeholders within a dynamic organization. Our intent is to find SME's who have the capacity to evolve, learn and keep pace with the rate of change.

    About the role

    We want to hear from you today if you can:

    • Provide the highest-level white glove onsite IT support to senior executives including the CEO and direct staff.
    • The role is based in our Midtown Manhattan, New York City Headquarters with frequent onsite support requirements in Westport, CT
    • Travel support for offsite meetings & events inclusive of printers, desktops, mobile devices, meeting support & network connectivity
    • Provide technical expertise support in the areas of Microsoft Windows 10, Microsoft Office Suite 365, Intune, Common off-the-shelf applications, SCCM Remote Connectivity Platform, network/local printers.
    • Assist with moves, installs, acquisitions and divestitures.
    • Escalate critical incidents to management as needed.
    • Persistent logging of tickets and timely resolution of first-line issues, or escalation to other support teams.
    • Adhere to all SLA's and KPI's.
    • Review incident tickets and respond to end-users appropriately and within established SLA standards; resolve open tickets in a timely and professional manner, ensuring a positive client experience and high First Call Resolution.
    • Ability to follow and improve procedure documents
    • Key technical contributor in the development, deployment, monitoring, maintenance, upgrade of IT systems, including AV, meeting services, PC's, operating systems, software, hardware and peripherals.
    • Participate in the deployment of enterprise level special projects
    • Provide after hours, on call support and emergency response at any time (24x7).
    • Install, configure and support all hardware and software in the environment.
    • Provide support to growing mobility platform (iOS, Android and Windows based platform)
    • Troubleshoot, research and resolve escalated technical problems and incidents
    • Research new industry technologies and recommend proactive solutions within the environment
    • Process Improvement: Identifies processes for improvement in daily work; educates new staff in team process
    • Work independently while simultaneously being a collaborative team member striving for team success.

    What we are looking for

    Professional

    • 2+ years direct experience supporting a CEO of a fortune 500 company
    • 5+ years' experience as part of an Executive Support organization
    • Direct experience leading & supporting Board Meetings & Executive Offsites at company offices or hotels.
    • Strongly customer service oriented; strong organizational and communication skills, positive and can-do attitude
    • Ability to communicate and to interact effectively with colleagues and executives
    • Ability to work and adapt in a dynamic environment and recognize priority issues, escalating accordingly
    • Self-starter with the ability to effectively work with minimal supervision
    • Must be motivated and willing to learn
    • Strong Organizational Skills
    • Ability to manage multiple end-user support requests effectively
    • Experience with MDM and supporting mobile devices
    • Ability to read, analyze, and interpret professional journals and technical procedures.
    • Ability to communicate effectively both orally, and in correct grammar writing, via weekly reports.
    • Fluent in speaking, writing, and reading, English language
    • An active interest and passion for IT, besides regular office hours
    • Ability to work both independently and as part of a project group, with time constraints
    • Experience with creating standards and documentation
    • Travel will be required as needed. Valid Passport & ID required

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