Executive Support Technician

Title:

Executive Support Technician

Company:

Everest Global Services, Inc.

Job Category:

Technology

Job Description:

White Glove Executive Support Technician 

 

As an Executive Support Technician, you are the face of IT with Everest's senior executives, providing immediate walk-up support to internal employees. Responsible for providing Level I and II “white glove” support to the company's Executives.  Strong interpersonal communication skills with a high degree of empathy are a must. We want people for whom going “over and above” is second nature. Have a passion for customer service and a commitment to exceeding expectations. 

 

This role is expected to achieve the highest levels of Customer Service, professionalism, and integrity across all support delivered.  This role requires an individual with significant experience in this area and a proven track record of success. 
 

Responsibilities: 

• Consistently demonstrate world-class customer support to the VIP community supported. 

• Develops and maintains productive relationships with the executive personnel being supported. 

• Excellent communication skills that are meaningful to technical and non-technical audiences.  

• Independently resolves complex issues promptly. 

• Support executive support administrative assistants and provide daily check-ins with the assistants to handle all mobile and Office phone issues. 

• Provide day-to-day support, which includes break/fix support for all devices (hardware [PCs, phones, iPads], software (O365, Intune, Duo, WebEx). 

• Deliver remote support for executives traveling and be flexible with support hours. 

• Assist global executives visiting the facility with their technology needs. 

• Available off hours to provide remote support on a rotating basis – (24x7) 

• Team player and willing to be flexible. 

• Report statistics and status of all VIP Tickets 

• Support the Service Desk, Knowledge Management, and Customer Self-Service / Self-Sufficiency 

 

Qualifications: 

• Valid Passport- able to travel outside the US for work. 

• Strong technical background in all technology, supported by the ability to provide clear and concise direction to the team. 

• They have demonstrated the ability to increase performance by analyzing SLA compliance and ticket characteristics and creating effective practices in response to trends. 

• Excellent written and oral communication.  Able to develop and communicate practical approaches to customers, management, and other IT teams. 

• Proven ability to continuously increase efficiency and reduce errors using multiple methods such as process development, job aids, training, organizational management, etc. 

• Must be highly customer-service-focused. 

• A bachelor's degree is preferred and can be substituted with appropriate experience, background, and certifications. 

• Four years of experience resolving issues and fulfilling service requests for VIP-level customers (or five additional years of Information Technology experience without a degree) 

• Experience with Information Technology Service Management (ITSM) Ticketing Systems (ServiceNow pref