Executive Support Technician
Everest Global Services, Inc.

Job Info

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Title:
Executive Support Technician

Company:
Everest Global Services, Inc.

Job Category:
Technology

Job Description:

White Glove Executive Support Technician

As an Executive Support Technician, you are the face of IT with Everest's senior executives, providing immediate walk-up support to internal employees. Responsible for providing Level I and II "white glove" support to the company's Executives. Strong interpersonal communication skills with a high degree of empathy are a must. We want people for whom going "over and above" is second nature. Have a passion for customer service and a commitment to exceeding expectations.

This role is expected to achieve the highest levels of Customer Service, professionalism, and integrity across all support delivered. This role requires an individual with significant experience in this area and a proven track record of success.

Responsibilities:

• Consistently demonstrate world-class customer support to the VIP community supported.
  
• Develops and maintains productive relationships with the executive personnel being supported.
  
• Excellent communication skills that are meaningful to technical and non-technical audiences.
  
• Independently resolves complex issues promptly.
  
• Support executive support administrative assistants and provide daily check-ins with the assistants to handle all mobile and Office phone issues.
  
• Provide day-to-day support, which includes break/fix support for all devices (hardware [PCs, phones, iPads], software (O365, Intune, Duo, WebEx).
  
• Deliver remote support for executives traveling and be flexible with support hours.
  
• Assist global executives visiting the facility with their technology needs.
  
• Available off hours to provide remote support on a rotating basis - (24x7)
  
• Team player and willing to be flexible.
  
• Report statistics and status of all VIP Tickets
  
• Support the Service Desk, Knowledge Management, and Customer Self-Service / Self-Sufficiency
  

Qualifications:

• Valid Passport- able to travel outside the US for work.
  
• Strong technical background in all technology, supported by the ability to provide clear and concise direction to the team.
  
• They have demonstrated the ability to increase performance by analyzing SLA compliance and ticket characteristics and creating effective practices in response to trends.
  
• Excellent written and oral communication. Able to develop and communicate practical approaches to customers, management, and other IT teams.
  
• Proven ability to continuously increase efficiency and reduce errors using multiple methods such as process development, job aids, training, organizational management, etc.
  
• Must be highly customer-service-focused.
  
• A bachelor's degree is preferred and can be substituted with appropriate experience, background, and certifications.
  
• Four years of experience resolving issues and fulfilling service requests for VIP-level customers (or five additional years of Information Technology experience without a degree)
  
• Experience with Information Technology Service Management (ITSM) Ticketing Systems (ServiceNow preferred) managing tickets and assigned tickets (i.e., VIP Tickets in the VIP Ticket Queue)
  

Preferred Skills:

• Strong technical knowledge and ability to independently solve technical issues and problems quickly for our most senior executives.
  
• Networking skills to support troubleshooting within a WIFI and or wired environment.
  
• Excellent customer service and organizational skills.
  
• Act as a role model within the team by demonstrating flawless customer service, patience, and etiquette.
  
• Strong communication skills and ability to explain technological solutions to colleagues with a wide range of computer knowledge.
  
• Ability to work accurately, independently, and efficiently through varying request and incident types.
  
• Flexibility for off-hour support and adaptability to changes.
  
• Ability to multi-task, to prioritize assignments, and to meet deadlines.
  
• Thorough with solid attention to detail.
  
• Ability to work independently and in a team.
  
• Quick learner of new tools and technologies.
  
• Knowledge of IT regulations and standards, e.g., ITSM, ITIL, SOX, etc.
  

Our Culture

At Everest, our purpose is to provide the world with protection. We help clients and businesses thrive, fuel global economies, and create sustainable value for our colleagues, shareholders and the communities that we serve. We also pride ourselves on having a unique and inclusive culture which is driven by a unified set of values and behaviors. Click here to learn more about our culture.

• Our Values are the guiding principles that inform our decisions, actions and behaviors. They are an expression of our culture and an integral part of how we work: Talent. Thoughtful assumption of risk. Execution. Efficiency. Humility. Leadership. Collaboration. Diversity, Equity and Inclusion.
  
• Our Colleague Behaviors define how we operate and interact with each other no matter our location, level or function: Respect everyone. Pursue better. Lead by example. Own our outcomes. Win together.
  

All colleagues are held accountable to upholding and supporting our values and behaviors across the company. This includes day to day interactions with fellow colleagues, and the global communities we serve.

Type:
Regular

Time Type:
Full time

Primary Location:
Warren, NJ

Additional Locations:

Everest is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or creed, sex (including pregnancy), sexual orientation, gender identity or expression, national origin or ancestry, citizenship, genetics, physical or mental disability, age, marital status, civil union status, family or parental status, veteran status, or any other characteristic protected by law. As part of this commitment, Everest will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Everest Benefits at everestbenefits@everestglobal.com.

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