Consultant Trading Support-Senior Executive (VIP) Client-facing Level 2 Technology Support

Job Description:

LOB Job Description:

Executive Support Senior Executive (VIP) Client-facing Level 2 technology support role for BOSTON, MA. The role involves troubleshooting of Microsoft operating systems, applications, and proprietary systems as well as experience with virtual audio/visual meeting platforms.

Required Skills:

Senior Executive (VIP) Client-facing Level 2 technology support role for BOSTON, MA.  The role involves troubleshooting of Microsoft operating systems, applications, and proprietary systems as well as experience with virtual audio/visual meeting platforms.  The candidate must have superb customer care and technical skills in Windows OS platform. The candidate must be flexible with work schedule and have excellent verbal and writing skills. Responsibilities include but not limited to end to end resolution of incidents within the ITSM framework, assisting with software deployment, provisioning hardware requests, assisting in maintaining the fluid assignment of incidents in the ticket management queue.  The candidate is expected to be able to interface with key Business partners and liaisons to build business relationships and to assess the business’ technology requirements. The candidate should be a problem-solver comfortable working with very senior executives under minimal supervision, with general guidance from more seasoned consultants or managers.

Other responsibilities include:

Supports and executes the day to day restoration of escalated application incidents within agreed service levels.

Software deployment via remote console.

Drafts and maintains procedures and documentation for application support knowledge management.

Facilitates the resolution of both reactive and proactive problems throughout the service lifecycle.

Coordinates technical support and provides real time monitoring/troubleshooting for high level meetings.

Travel for senior executive in-home support and technology support to executive conferences.

Key Skills and Experience

• Superb customer care skills in various client-interfacing technical support roles.
• Superb knowledge using and troubleshooting Windows Operating System, Microsoft Office/365 Suite, Internet, GPO, printer, core applications & networks.
• Familiarity with mobile device (iOS/Android/Blackberry) troubleshooting.
• Familiarity with Mac OS X troubleshooting a plus.
• Familiarity with Telepresence operations and troubleshooting.
• Familiarity with virtual meeting platforms such as Zoom, WebEx, MS Teams.
• Familiarity with home networks (modems, wireless routers, Ethernet hub/switches, VOIP).
• Experience supporting banking/call center environment preferred; however, not required.
• Excellent written and verbal communication skills using various methods and technology.
• Organized and detailed communication with excellent people skills.
• Able to manage multiple issues simultaneously and be a solid verbal communicator.
• Must be able to communicate technical issues to non-technical audiences.
• Operates well in a fast paced environment.
• Solid hardware and software troubleshooting/resolution skills.
• Ability to work well in a team environment.
• Experience with client escalation and problem management.
• Experience with Remedy, Maximo or other ticketing systems.
• Must be flexible with working hours between 7am-6pm ET and off-hours support as needed.
• Must be capable of conducting in-home visit support/travel.
• Candidates should have a large scale enterprise support experience (1000+ users)
• Minimum 5-7 years Desktop Support / Level-2 Incident Resolution Experience.
• Bachelor's degree preferred.

Shift:

Hours Per Week: