Responsibilities:

• Acting as the first point in providing support in-house and at client locations (remote, onsite fill-in, or assignment).

• Identifying inquiries/problems and providing support &updates to all users on progress and completion of requests focused on VIP/Senior Management in head office and other occasional local/regional sites.

• Identifying, researching, and resolving technical problems on all corporate levels.

• Providing desktop support for computers and software through phone and direct contact with all users focused on VIP/Senior Management clients.

• Installing, repairing, and configuring PCs, peripherals, and other end user equipment including, phones, cell phones, MACs, iPhones and iPads.

• Maintaining documentation for all helpdesk and end user processes and procedures related to VIP/Senior Management and all users.

• Taking initiative and driving all aspects of the product in order to meet business unit requirements and deliver superior client satisfaction.

• Working with the business unit and/or application owner to provide acceptance testing on developed features to ensure all business and functional requirements have been met.

• Provide accurate information on IT products & services to all users.

• Direct unresolved issues to the next level of support personnel

• Follow-up and update end user’s status and information

• Pass on any feedback or suggestions by customers to the appropriate internal team

  Qualifications :

• Excellent English with a Bachelor's Degree in Computer Science or related field.

• Proficiency in English is a Must

• Minimum 4 years of desktop support experience in Helpdesk for both phone and desk side support in a Windows enterprise environment.

• Minimum 2-3 years of experience in a VIP support capacity

• End-user oriented.

• Able to adapt with different working conditions/locations.

• Experience using IT Service management applications like ServiceNow or similar.

• Proven experience with Windows 10 and MS Office 365.

• Experience in configuring and supporting iPhone, iPad and Android devices in Microsoft Exchange based networks.

• Experience with AV, WebEx and/or Zoom (configuration and support).

• Working knowledge of TCP/IP networks and internet protocols.

• Excellent interpersonal and customer service skills.

• Strong written and verbal communication skills.

• Excellent time management skills, motivated, reliable, and a self-starter.

• Problem Solver & excellent trouble shooting skills.

• Able to work extended and flexible hours.

  Additional Qualifications:

• Understanding of Active Directory environment.

• Cisco IP Telephony phone administration experience.

• Global Protect VPN troubleshooting experience.

• RSA or similar two-factor authentication method experience.

• Citrix Workspace experience.

• Extensive experience working in a 700-user enterprise environment.

• A+ and N+ or other industry-related certifications

• Meeting rooms AV equipment

• Apple Macintosh Windows Experience

• Knowledge of a variety of Service Industry ticketing/work order generating and tracking systems.

• Asset Management experience

• ITIL v4 Foundations Certification

• VIP and/or C-level executive support specialization .

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