Executive Support Engineer

Responsibilities The Exec support team is the first point of contact for all high priority incidents and requests for executives and senior business stakeholders globally. First- second line IT support for employees in the New York office. Maintaining an excellent standard of support, and building relationships with key areas of the business. Managing tickets via the group's ServiceNow service management tool. Mobile device support and advanced troubleshooting skills (Apple & Android technologies). Advanced technology troubleshooting and root cause analysis. Liaising with and delegating tasks to relevant teams for escalation. Supporting the Exec Support Team (globally) and escalating high profile issues to Head of IT where necessary. Liaising with and delegating tasks to relevant technical teams for escalation. Active Directory Users and Computer administration. Basic MAC OS X support. Basic network troubleshooting skills. Participate in ad-hoc support requests, desk moves, desk side support and home visits. Potential for travel to other US office locations to support senior executives during business critical conferences/meetings. Supporting the business during core hours 7am to 7pm (Mon-Fri) on a rotor basis. Potential for weekend support and out of hours support where necessary (including weekends and bank holidays). Skills and abilities needed to perform role An understanding of the importance of excellent customer service and a "can do" attitude. Excellent communication skills, both written and verbal. The ability to interact confidently with senior management, clients and colleagues. The ability to work very well in a team environment. The ability to think logically and remain calm under pressure. Strong prioritisation skills and ability to follow process. Patience and empathy when dealing with customers and colleagues. Effective problem solving skills based on clear reasoning and sound rationale. Tactful, diplomatic and able to thrive in an ever-changing environment. Ability to work pro-actively, under pressure and independently with minimal direction. A good understanding of mobile devices, such as Apple smartphones and tablets. Strong background in Microsoft products, Microsoft Office and Windows versions. Familiarity and comfort in using web conferencing, collaboration tools and applications such as Microsoft Teams, Zoom, WhatsApp, Cisco Webex etc. Knowledge and Experience IT industry experience. Incident, Request, Problem and Change Management. Knowledge of administrative and clerical procedures. Compliance and Regulatory Responsibilities To remain compliant with FCA requirements at all times. To obtain appropriate approvals to ensure compliance with company policy, procedures and regulatory requirements/rules, with regards to data protection, money laundering, etc. To share ideas, best practice and other information within the team. Ensure that own performance, HR and T&C records are up to date and meet the Company's requirements. Maintain accurate records and deal with correspondence appropriately. Professional Qualifications Relevant professional IT qualifications. #J-18808-Ljbffr Howden