Sophus IT Solutions | Technical Support Executive | houston, tx
5 days ago
Job Description:
The IT Executive Support Technician will have strong and professional IT customer support skills, strong technical skills and the ability to exceed customer’s expectations. This individual should be solution orientated, have a proactive attitude and be a self-starter. The IT Executive Support Technician will need to independently manage and support not only the Houston site but also the New York office on limited occasions when called upon.
Key Responsibilities:
The IT Executive Support Technician performs the Desktop tasks listed below
- Providing professional, thorough and timely user support for all US Corporate customers, with particular attention to Senior Executives in the Houston Office. This includes resolving desktop, laptop, printers and other hardware issues, as well as issues with proprietary software applications. It also includes proactively trouble shooting all technologies provided to users (e.g., Reuters, Bloomberg, iPhones, and Mobile Devices).
- White-glove customer support to executive floor, focusing on constantly monitoring of Senior Executive desktop issues to ensure customer satisfaction and taking the extra step to do the above and beyond.
- Strong hands-on technical experience is a must to be successful in this role, as well as multi-tasking in a fast paced dynamic environment
- Liaising between Hess and Accenture to deliver desktop support. Work closely within the broader Infrastructure teams to improve all aspects of IT Service Delivery including (but not restricted to) desk side, help desk, hardware, network, voice, storage and Audio Visual (AV) Teams
- Creating and maintaining relationships of trust, reliability and dependability with customers along with follow-up from previous issues.
- Setting up meetings in conference rooms, video conferences in a timely and professional manner. Assisting monitoring and maintenance of the meeting rooms. Support and manage high-end Executive level meetings, including regular Board and Quarterly Earnings events.
- Serve as the escalation point for advanced and complex technical problems, reporting to IT Service Delivery Management. Investigate and promote best practices within the support function by working with our external and in-house application and infrastructure business partners under the guidance of the IT End User Service Delivery Management
- Developing, Writing and Delivering customer training material as required or requested.
- Monitoring of senior management desktop issues to ensure customer satisfaction
- Proactively seeking solutions to common problems and provide continuous service improvement ideas. Identifies risk issues within the service environment and deploys managed solutions
- Receives and completes all medium/complex projects requested by Team Lead and the Manager, Service Delivery.
- Procures equipment and IT Inventory needed to support the Executive Staff in Hess Towers.
- Perform other duties as required and requested.
- Minimal Travel required
Requirements:
- Degree in an information technology related degree required or equivalent job experience. Advanced degree is a plus
- At least 10 year’s work experience in a similar VIP/executive support role.
- Excellent interpersonal skills and the ability to communicate effectively and appropriately with all levels of management.
- Ability to take initiative and work independently, as well as part of a team, including diverse teams across competencies and service towers
- High level of organizational skills and the ability to follow-through and resolve issues.
- Ability to consistency and accurately follow verbal or documented instructions.
- Flexibility to work longer hours as required and to be on call.
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