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Senior IT Support Engineer (C-suite Support)
ICONMA, LLC
- 🇺🇸 United States
- On-site
- Senior
- 1 day ago
- $38.62 – $43.62 / hour
- Incident Management
- MS Office
- Excel
- PowerPoint
- Outlook
- Windows
- Android
- Microsoft Intune
- Mac
1 day ago
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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.Â
- 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)
Preferred Skills:
- Experience with C-suite executives
- Leadership skills; ability to lead a project
- Detailed knowledge of troubleshooting Windows, Mac, and mobile devices.
Why Should You Apply?
- Health Benefits
- Referral Program
- Excellent growth and advancement opportunities
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Senior IT Support Engineer (C-suite Support) · ICONMA, LLC