Role Summary:
Act as the frontline expert solving user issues, managing escalations, and ensuring high availability of workplace technology, with a specialized focus on white-glove, discreet, and highly responsive support for C-level executives and VIPs both in-person and remotely.
Responsibilities
Incident & Ticket Resolution: Troubleshoot and resolve IT tickets related to applications, devices, access, and infrastructure via service desk, email, Teams, phone, and walk-up.
VIP & Executive Support: Provide proactive, high-discretion support for time-sensitive technical needs of C-suite executives and VIP stakeholders.
Hardware & Software Lifecycle: Test, deploy, and maintain hardware/software for new setups, break-fix scenarios, and MAC (Moves, Adds, Changes) tasks.
Escalation & Root Cause Analysis: Escalate complex issues to L3/engineering teams, provide incident response, and conduct root cause analysis when required.
Documentation & Process Improvement: Document recurring fixes, contribute to the knowledge base, analyze support trends, and lead end-user technology projects such as migrations and new tool rollouts.
Required Skills and Experience
5+ years of experience in IT support, preferably within investment or financial services environments.
Strong technical mastery of Windows/macOS, hardware deployment and imaging, networking, Active Directory, Office 365, Entra ID, A/V conference rooms, MDM, PowerShell, and enterprise ticketing systems.
Proven track record of delivering white-glove customer service with high dedication to user experience and discretion.
Reliable, hardworking, and adaptable team player capable of managing high-pressure situations seamlessly.
