Acting as the first point in providing support in-house and at client locations (remote, onsite fill-in, or assignment)
Identifying inquiries/problems and providing support &updates to all users on progress and completion of requests focused on VIP/Senior Management in head office and other occasional local/regional sites
Identifying, researching, and resolving technical problems on all corporate levels.
Providing desktop support for computers and software through phone and direct contact with all users focused on VIP/Senior Management clients
Installing, repairing, and configuring PCs, peripherals, and other end user equipment including, phones, cell phones, MACs, iPhones and iPads
Maintaining documentation for all helpdesk and end user processes and procedures related to VIP/Senior Management and all users
Taking initiative and driving all aspects of the product in order to meet business unit requirements and deliver superior client satisfaction
Working with the business unit and/or application owner to provide acceptance testing on developed features to ensure all business and functional requirements have been met
Provide accurate information on IT products & services to all users
Direct unresolved issues to the next level of support personnel
Follow-up and update end user's status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Qualifications:
Excellent English with a Bachelor's Degree in Computer Science or related field
Proficiency in English is a Must
Minimum 4 years of desktop support experience in Helpdesk for both phone and desk side support in a Windows enterprise environment
Minimum 2-3 years of experience in a VIP support capacity
End-user oriented.
Able to adapt with different working conditions/locations.
Experience using IT Service management applications like ServiceNow or similar
Proven experience with Windows 10 and MS Office 365
Experience in configuring and supporting iPhone, iPad and Android devices in Microsoft Exchange based networks
Experience with AV, WebEx and/or Zoom (configuration and support)
Working knowledge of TCP/IP networks and internet protocols
Excellent interpersonal and customer service skills
Strong written and verbal communication skills
Excellent time management skills, motivated, reliable, and a self-starter
Problem Solver & excellent trouble shooting skills
Able to work extended and flexible hours
Additional Qualifications:
Understanding of Active Directory environment
Cisco IP Telephony phone administration experience
Global Protect VPN troubleshooting experience
RSA or similar two-factor authentication method experience
Citrix Workspace experience
Extensive experience working in a 700-user enterprise environment
A+ and N+ or other industry-related certifications
Meeting rooms AV equipment
Apple Macintosh Windows Experience
Knowledge of a variety of Service Industry ticketing/work order generating and tracking systems
Asset Management experience
ITIL v4 Foundations Certification
VIP and/or C-level executive support specialization
