Sr. IT Executive Services Specialist

Join our dynamic IT Services team as a Senior IT Executive Services Specialist at our Menlo Park headquarters We are seeking a confident, experienced professional ready to take ownership of solving technical challenges in a fast-paced work environment.

In this high-profile role, you'll deliver white-glove support to C-level executives and their support staff, ensuring their technology needs are met proactively and with exceptional service.

Job Duties & Responsibilities

• Provide extraordinary IT support to customers at the C-level and ensure an overall high level of customer satisfaction.
• Provide high-level customer support with a focus on ownership and follow-through with every interaction.
• Document and define executive support best practices.
• Tier 2 technical escalation point for the Global IT ServiceDesk team for issues that cannot be resolved via phone or remote access.
• Perform installations, maintenance and repair work on production client computing hardware or software that supports the business.
• Enforce corporate security standards and industry best practices for the desktop computing environment.
• Strong Video Conference and presentation support skills, preferably with Zoom and Zoom rooms.
• Manage work requests via ServiceNow ticketing system and create documentation for support processes and workflow.
• Manages the process of onboarding / off boarding of employees on corporate systems and the timely delivery of IT support services.
• Investigate and recommend hardware & software solutions and upgrades based on evolving business requirements.
• Operate as a key interface between the business and the IT team/ 3rd parties to ensure the required hardware/software is in place to support the business growth.
• Provide periodic training or New Hire Orientation as required.
• Perform support and troubleshooting for users with mobile devices such as Apple iPhone and iPad, Android users etc.
• Manage and maintain hardware and software inventory.
• Provide routine administration and housekeeping tasks.

Job Requirements & Qualifications

• Ability to work on-site in our Genesys Menlo office
• Outstanding customer service skills and strong team orientation.
• 5-6 years' experience in IT Support in a professional environment, preferably as part of an IT executive support team.
• C-level support experience is crucial.
• Strong problem-solving skills and the ability to adapt to a fast-paced, dynamic environment, highly organized, efficient and up to date with latest technologies.
• Flexibility to work outside office hours & Weekend as and when required.
• Familiarity with Microsoft 365 security features, including multi-factor authentication (MFA)
• A proactive self-starter who will actively seek out innovative opportunities to deliver value, whilst ensuring alignment to the overall IT strategy and priorities.
• Able to work closely with senior (executive level) business stakeholders, demonstrating the gravitas and presence to inspire confidence and influence actions.
• Strong customer service focus and interpersonal skills.
• Excellent communication skills, both written and verbal, with the ability to effectively articulate technical information to both technical and non-technical stakeholders.
• Proactive self-starter who actively seeks out innovative opportunities to deliver value, while ensuring alignment to the overall IT strategy and priorities.
• Strong problem-solving skills and ability to adapt to a fast-paced, dynamic environment.
• Highly organized, demonstrated aptitude for continuous learning, and up-to-date with the latest technologies.
• Extensive technical knowledge of Mac OS and Windows OS.
• Experience supporting mobile devices, iOS, and Android.
• Experience with Zoom, Zoom rooms, and other video conferencing technologies.
• Experience with Azure AD, Active Directory, Intune, Windows Autopilot, Jamf Pro, ServiceNow, Microsoft Office 365
• Basic understanding of TCP/IP connectivity, VPN clients and connectors.
• Able to work with peers on a global scale.
• Able to work effectively and independently under deadlines.
• Extensive technical knowledge of Mac OS, iOS and Android.
• Proficiency with Windows OS.
• Up to date with the newest trends, tools and strategies as it relates to managing a global services desk.
• Demonstrated aptitude for continuous learning and innovative thinking.
• Must be able to lift up to 25 lbs.

Compensation: This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidates experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

$77,300.00 - $143,500.00

Benefits

• Medical, Dental, and Vision Insurance.
• Telehealth coverage
• Flexible work schedules and work from home opportunities
• Development and career growth opportunities
• Open Time Off in addition to 10 paid holidays
• 401(k) matching program
• Adoption Assistance
• Fertility treatments