Executive Support Specialist
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Executive Support Specialist
Ref No.: 18-00156
Location: Boston, Massachusetts
Position Type:Direct Placement
The Executive Support Specialist will provide day to day and advanced technical support for multiple offices throughout Massachusetts. This role will be also be responsible for the migration of the current network infrastructure to a new network infrastructure, as well as to ensure the stable operation and support of the network, of the AV/Presentation equipment, and of all users' PCs and peripherals, which include planning, developing, installing, configuring, maintaining, supporting, and optimizing hardware, software, and communication platforms. This role will provide assistance to the remote support team with hardware and software installations and troubleshooting. This role will be in a fast-paced environment, across multiple offices, with low supervision and the candidate is expected to be self-sufficient.

Executive-Level Customer Support
  • Provide executive-level customer support to end users across multiple offices
  • Interact with customers to provide and process in response to inquiries, concerns, and requests about products and services
  • Provide on-site coverage during normal business hours as well as on-call support which could occur before/after normal working hours
  • Provide set up and fully support desktop, mobile, telecom, network and video conferencing systems hardware and software
  • Proactively identify, document and implement procedures to limit downtime, maintain a stable technology environment for all levels of staff, from C-Level to Entry Level
  • Apply advanced diagnostic techniques to identify problems, investigate causes, and recommend and implement solutions in a timely manner
  • End to End ownership of customer related incidents through escalation to external vendors or other internal resources
  • Maintain knowledge base of relevant hardware and software applications
  • Set high standards of performance for self-assuming responsibility and accountability for successfully completing assignments or tasks self-imposing standards of excellence rather than having standards imposed
Technical Support
  • Manage all phone systems, upgrades, maintenance in the Boston office
  • Asset management, including maintenance of network component inventory, printers and other hardware items
  • Assist with managing network hardware, including routers, switches, hubs, and UPSs to ensure network connectivity of all workstations
  • Responsible for installation, configuration, maintenance, and troubleshooting of end user workstation hardware, software and peripheral devices
  • Liaison and oversee new office build-outs including construction offices, temp-leasing offices and management offices
  • Support network design and assist with network maintenance tasks
  • Assist to source, review and negotiate with vendors, outsourcers, and contractors for implementation services
Skill Sets
  • Proactive mindset focusing on preventing rather than fixing
  • Ability to clearly and accurately communicate (written and verbal)
  • Demonstrated proficiency in typing and grammar
  • Knowledge of customer service principles and practices
  • Knowledge of relevant software computer applications and equipment
  • Effective listening skills
  • Willingness to cooperate with others and work to the greater good
  • Provide regular status reports and upgrades
  • Multi-tasking capabilities
  • Ability to work outside of normal business hours, including nights, weekends and possibly holidays (only when necessary)