OLIVARES

Customer Support Executive

OLIVARES

full-time

Posted on:

Location Type: Remote

Location: Mexico

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Job Level

Junior

Tech Stack

Citrix

About the role

  • Promptly respond to corporate technology support issues on-site and remotely
  • Work closely with the escalated IT Support tiers within the organization to provide technical support for executive issues, ensuring assigned calls are responded to, diagnosed, and resolved swiftly and effectively in line with operational level agreements and service level objectives
  • Ensure outstanding incidents and requests are regularly updated to reflect the current status
  • Maintain confidentiality and privacy in all dealings with executives
  • Ensure that Operational Level and Service Level Objectives are adhered to at all times
  • Maintain an up-to-date level of knowledge with regards to technology, in particular security policies and company standards
  • Document actions, alterations, and procedures to ensure an accurate and accessible record of the current state of the system in the Service Now ticketing system
  • Assist other members of the Executive Support Specialist team or any other IT team when appropriate to complete tasks in the necessary timescale
  • Keep abreast of trends in technology and its application to understand current best practices, possible alternative solutions and to support problem-solving
  • Manage own time to fulfill tasks efficiently, in the correct priority, and to the required level of quality, within the context of the objectives supplied by the manager
  • Communicate the progress of investigations and planned solutions to executive and corporate customers, managing their level of expectation and increasing their understanding of company desktop technology
  • Liaise with colleagues, utilizing their expertise to solve more complex problems or pass on responsibility to the appropriate support team member
  • Continuously assess and communicate the possibility for improvement in support practices
  • Network configuration and problem-solving in Windows, Apple, and Citrix environments (wired and wireless)

Requirements

  • Minimum of 1 years experience with executive-level IT support in an enterprise corporate setting in an onsite and remote capacity
  • Ability to work with little or no supervision from the direct manager
  • Ability to work in a fast-paced, highly technical environment
  • College degree in Computer Science or related field
  • Experience working in a team-based collaborative work atmosphere
  • Willing and able to travel approximately 10-20% of the time
  • Excellent verbal and written communication skills
  • The ability to deal politely and professionally with customers and/or coworkers
  • The ability to manage several tasks at once to meet deadlines
  • The ability to use a computer to communicate, create, and access information
Benefits
  • Provide onsite support at executives’ home offices as needed concerning network and desktop services
  • Maintain asset management of end-user devices (mobile, desktops, and laptops)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
executive-level IT supportnetwork configurationproblem-solvingWindowsAppleCitrixService Nowtechnical supportsecurity policiesdocumentation
Soft Skills
communication skillstime managementcustomer serviceteam collaborationproblem-solvingadaptabilityprofessionalismattention to detailself-motivationexpectation management
Certifications
College degree in Computer Science