Our Client, a Business Maunufacturing and Supply company, is looking for a Senior IT Support Engineer (C-suite Support) for their Charlotte, NC location.
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.
Requirements:
- Bachelor's Degree (minimum) or equivalent work experience and knowledge
- Five plus years of experience in infrastructure and/or desktop support arena.
- C-suite experience preferred.
- 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.
- Desired Skills:
- 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
- Soft Skills:
- 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
Why Should You Apply?
- Health Benefits
- Referral Program
- Excellent growth and advancement opportunities