Sr. Desktop Technician – Executive/VIP Support

$90,000 - $110,000 yearly
  • The Resume Review - Recruiting Department
  • Boston, MA, USA
  • Apr 19, 2022
Full time Consultant Information Technology

Job Description

Job description
About the Role:
Executive Support is a select team of highly experienced technicians who are on point for rapidly handling the bank’s senior-most executive’s technology needs. This is a critical role in ensuring the bank’s leadership is always kept connected and highly productive. In this role you will be the executives’ recognized customer service and support guru who wields the expertise and support of the bank’s entire technology team.
 
You’ll quickly build personal relationships with these bank leaders to understand their technology needs and engineer tailored user experiences to support their work routines. To do so, you’ll also develop close connections with support partners in products, engineering, and networks to ensure seamless support. The nature of the role requires highly responsive on-site and remote support and may include some local travel to ensure the executives always stay connected. If you’d like to join this elite team of technicians, then please apply and let’s connect.
 
Some job duties may include:
  • Rapidly troubleshoot Windows OS, MS Office Suite, internet, GPO, printers, core applications, and networks as well as managed mobile devices.
  • Demonstrate superb client facing skills and the ability to build solid relationships amongst your team and executive staffs.
  • Take ownership of incidents and provide routine updates to clients and senior management.
  • Be comfortable routinely interfacing with senior executives and their staff on urgent support issues.
  • Communicate clearly to explain technical issues to non-technical clients.
  • Work well in a highly collaborative team environment.
  • Support staff backfill required to continue supporting our clients at the executive level. Backfill position will continue to support our tier 909 clients which includes B0/B1 executives.
 
Required Skills & Abilities:
  • 5-7 years of Desktop Support / Level-2 incident resolution experience with Windows OS, MS Office Suite, internet, GPO, printers, core applications, and networks as well as managed mobile devices.
  • Ability to work on-site with flexible hours between 7am – 6pm ET and overtime/off-hours support as needed.
 
Desired Skills & Abilities:
  • Customer care skills in a client-facing technical support role.
  • Large-scale call center support experience (1000+ users) including client escalation and problem management.
  • Knowledge troubleshooting:
  • iOS, Android, and Blackberry
  • Conference room AV/Telepresence operations and troubleshooting
  • Virtual meeting platforms such as Zoom, WebEx, and MS Teams
  • Home networks (modems, wireless routers, hub/switches, VOIP)
  • Mac OS
  • Experience with Remedy, Maximo, or other ticketing systems.
  • Solid written and verbal communication skills.
  • Experience in the financial industry.
  • Bachelor’s degree in technology related field.