Executive Support Technician

Executive Support Technician

Requirements

• Experience in a Corporate Help Desk/Desktop Support environment including support of C-Level Executives.
• An excellent customer service manner is required, with the ability to handle challenging support situations with a calm and methodical approach.
• Demonstrate strong technical knowledge and advanced level troubleshooting skills.
• Flexibility to work varying hours to support special events and system maintenance windows.
• Detail-oriented to carry out tasks thoroughly with accuracy and consistency.
• Experience working with Active Directory, Microsoft Office 365 (client and admin functions; advanced Outlook configuration- i.e. delegations, mailbox access, etc), Okta, and Windows and Mac environments, and have a good understanding of networks in a corporate environment.
• Knowledge of collaboration tools like Box, Slack, G-Suite, and Zoom.
• Experience with supporting multiple platforms of mobile devices: iOS devices and Android.
• Have a good understanding of networks in a corporate environment.
• Knowledge of IOT, automation systems, networking, AV, and infosec best practices.
• Ability to quickly and appropriately prioritize and/or escalate multiple requests and bring them to successful resolution.
• Ability to lift and transport moderately heavy to heavy objects, such as computers and peripherals.
• Excellent interpersonal skills for written, oral and face to face communications.

Responsibilities

• Work within the Executive Support team to provide best in class, white-glove support to the FOX Executives and their assistants in the New York office and satellite locations.
• Provide hands on support for FOX Executives who are experiencing desktop hardware, software, mobile, audio/visual, and networking issues and provide complete follow-through to successful resolution.
• Be proactive in identification of problems to reduce end user downtime.
• Plan, schedule and execute computer equipment installations, imaging, upgrades and replacement projects.
• Provide white glove support during the onboarding and offboarding of executive and assistant new hires.
• Support of special events and executive meetings in house and remote locations requiring travel.
• Log, update, monitor and follow up on support requests in ticketing system.
• Act as escalation point for other Technology support team members.
• Manage and prioritize tasks efficiently, and to the required level of quality, within the context of the objectives supplied by management.
• Procure, image, and deploy Mac and Windows desktops and laptops using the current FOX imaging toolset.
• Stay up to date with the latest technologies and/or updates to key software and hardware used within FOX.
• Train employees on current and new technologies available to them.
• Work directly with the wider Technology team on special projects, including but not limited to new technology deployment and cybersecurity initiatives.
• Work with the support team and all other Technology groups to escalate and follow-up on complex issues and projects.
• Support remote access and cloud technologies to ensure FOX employees can work from remote locations.
• Manage mobile device carrier accounts including add/move/changes and escalations.
• Serve as a liaison between FOX and third-party vendors.
• Provide after-hours and weekend support as needed.

Preferred Qualifications

• Formal education is preferred in a technical discipline