Key Purpose
- To effectively provide proactive and high touch, business-as-usual, on-site home support and Project IT support to subscribed Exec VIP Support Users within agreed Service Levels and maintaining the required levels of Customer Satisfaction.
- To act as the interface between Exec VIP Support Users and the IT Organization.
- Matric; A+; N+; MCSE or Diploma/Degree in Information Technology.
- ITILV4 Foundation Certification (preferred).
- Windows-related qualifications (preferred).
- Apple certifications (preferred).
- Minimum of 5 years experience working with desktops/laptops and Apple products (MacBooks, iMacs, iPads) and the relevant operating systems (Microsoft and macOS).
- Must have working experience and advanced troubleshooting skills for all network, hardware, and software issues that may arise for the supported devices.
- Must have a working knowledge of audio-visual technologies.
- Must have advanced mobile device support experience. (IOS, Android, Windows Mobile etc).
- Must have working knowledge of Network and Desktop Printer setup, configuration, and maintenance.
- Previous experience in a high-touch support environment (preferred).
- Previous exposure to Service Management (preferred).
- Testing and evaluating new technologies (preferred).
- Schedule proactive support and maintenance appointments.
- Troubleshoot and resolve hardware, software, audio-visual, and printer-related Incidents, Changes, and Requests within agreed Service Levels.
- Install the software according to the client's standards and requirements.
- Set up and maintain desktop/laptop equipment.
- Escalate unresolved Incidents to the relevant 3rd Level Support Teams to ensure timely and accurate resolution and maintain accountability for resolution of all issues.
- Provide necessary desktop support for all Projects, New Services, and Service Improvements.
- Ensure all operating systems and applications remain up to date and on the latest versions across all devices.
- Maintain accurate and up-to-date asset inventory lists of all devices used by Exec VIP users and their personal assistants.
- Provide proactive password management support ensuring password maintenance across all in-use devices.
- Provide coaching, mentoring, and technical skill transfer to the Desktop Support Engineers.
- Provide operational reporting on the work handled in this environment and report back to Service Owners.
- Remain up to date with the latest technologies and changes within the client environment.
- Maintain a high level of trust and confidentiality.
- Attention to detail.
- Ability to translate the Customer's experience and symptoms into meaningful information that aids resolution activities.
- Ability to understand impact and urgency in order to assign relevant priorities.
- Strong verbal and written communication skills.
- Strong technical competencies (Generalist/multidisciplinary).
- Able to work in a highly pressurized environment with high volumes, servicing VIP stakeholders and Board Members.
- Takes initiative and works under their own direction.
- Takes ownership and responsibility for work and sees it through to resolution.
- Collaborates with Technical and Application Support Teams to drive resolution.
- Able to transfer skills and knowledge to peers.
- We are looking for a candidate with strong technical skills, exceptional interpersonal abilities, and a commitment to providing prompt and effective support to our high-profile clientele.
- Systems Analysis
- Complex Problem Solving
- Programming
- C#
- Java
- SQL
- HTML
