Exec/VIP Support Officer (Executive Support) – Boston, Massachusetts’s, North America

Axiom Technologies is a Global IT Services partner supporting medium to large-scale enterprises. Please visit our website for more information about what we do at www.axiomtechnologies.com.

VIP 2nd Line IT Technical Support Engineer (Executive & Director Level Support/Win10/O365/VOIP/AV) is urgently required by our Global IT Services Company for an initial 6 months rolling contract.

Roles and Responsibilities:

• Providing technical on-site, face to face VIP IT support, working on a Tech Bar, within a BAU environment, including installation, troubleshooting, problem resolution and maintenance.
• The role itself encompasses managing Tech Deck, fault calls, service requests and planned changes, VOIP telephony support, High level AV support, VIP Support, Smart-Hands support and manning the Tech Bar.
• Experience of supporting as many of the following as possible: Windows 7 & 10, MS Office 2010/2013/2016/365, Skype for Business, VOIP, PC/Laptop builds, OS configuration, AD administration, hardware repair.
• Must have extensive VIP & Executives level support experience.
• Responding to customer questions regarding operation and malfunctions.
• Advising customers on preventative maintenance and configuration adjustments to improve product performance and customer satisfaction.
• Proven track record of problem ownership & resolutions, as well as working with product authority, external vendor support teams/third parties.
• Must have a broad background in hardware support for both laptops & mobile phones (iOS/Android).
• BAU, face to face IT hardware & software support experience.
• Excellent client facing experience.
• Provides end to end user support, advice and guidance around Document recovery, Emails & Personal Folder recovery, Data management, Mobile Managed Provisioning / User Support.
• Responds to customer questions regarding operation and malfunctions.
• Works within a team with little supervision as an established systems/product specialist (e.g. detailed knowledge of the configuration of interlinked systems, implementing technical changes, building software regimes and contributing technically to service development) to support end users.

IT Skills and Experience

• Desired Experience:
• VIP IT support, working on a Tech Bar, within a BAU environment
• Windows 7 & 10, MS Office 2010/2013/2016/365
• Performing Hardware Software Installation ( understanding of deployment tools like SCCM)
• VIP & Executives level support experience
• Printer support
• Good knowledge of MS Office tools installation & troubleshooting
• Excellent customer service and people skills
• Field experience supporting a variety of technologies and services
• Advanced technical abilities including solid troubleshooting skills applicable to Windows, Apple, and virtual operating systems
• Ability to manage time and resources to meet or exceed expectations in high-profile situations while maintaining professionalism under pressure
• Works within a team with little supervision as an established systems/product specialist (e.g. detailed knowledge of the configuration of interlinked systems, implementing technical changes, building software regimes and contributing technically to service development) to support end users.

IT Qualifications

At least two of the following:

• PC/Laptop OEM Maintenance Certification
• CompTIA A+ Certification
• Microsoft Certified IT Professional (MCITP) certification in the desktop area
• Microsoft Office Specialist (MOS) Certification

Experience in a similar role

• 3-5 years of relevant experience.

What next?

If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to careers.us@axiomtechnologies.com