Technical Support Specialist

TALTEK is looking to fill the following position for one of its clients:

Staff Executive Technical Support Analyst

PERMANENT - ON-SITE - US-CA-Mountain View

The role of the Staff
Executive
Technical
Support
Analyst is to assist senior level C-Suite Executives and their Executive Administrative Business Partners (EABPs) with all facets of the corporate computing environment. The analyst must combine an understanding of the latest Mac & Windows technology with firsthand experience. In addition, this Analyst will be looked upon as the ‘go to’ lead technical resource for all IT related support requests, e.g. Outlook Exchange mail/calendar, Gmail, mobile devices, desk phones, collaboration and communication services.

Excellent communication and interpersonal skills combined with superior technical skills are essential to providing a “high touch” level of support to the senior executives.
VIP and Executive Support experience a MUST.

• Serve as primary support analyst for the C-Suite Executive Team and their Assistants who require complex desktop, remote, video conference and event support.
• Ability to analyze and troubleshoot complex software, hardware and connectivity issues as well as recommend and implement corrective solutions.
• Work on complex and highly confidential/sensitive assignments that will include drawing in of specialized expertise whenever necessary, normally receiving no instructions on routine work or general instructions on new assignments.
• Key participant in global projects requiring detail oriented, highly collaborative, analytical, results driven approach while keeping key stakeholders informed
• Must possess proven excellent customer service skills and the ability to interact professionally and confidently with diverse C-Suite Level Executives, managers and subject matter experts under pressure while remaining consistently calm at all times. Must be experienced in the art of proactive stealth technical support (ie- provide services and support with as few words as possible).
• Ability to respond quickly, understand & articulate root cause on customer issues; proactively provide advice to prevent future service incidents.
• Ensures established SLAs are met or exceeded specific to response and resolution times
• Contribute to Knowledge Base and keep process documentation up-to-date.
• Proactively take on projects and initiatives with minimal to no supervision.
• Often become an escalation point and take over issue resolution from Senior Analyst 3 if the problem cannot be quickly resolved or requires specialized technical knowledge beyond the Analyst 3 level. May act as a “specialist” in a particular discipline.
• Provide input to senior executive assistants on processes and Technology roadmaps for executive needs, including travel and other offsite engagements
• Act independently to determine methods and procedures on new assignments and may supervise the activities of a limited number of other nonexempt employees.

• Minimum 10-15 years of C-Suite Senior Executive Technical Support and/or Executive Team Lead experience both PC, Mac, IOS, Laptops, Mobile Devices and core tools, apps and services required daily (see below for list).
• Minimum of an Associate's Degree in computer technology or equivalent from two-year College or technical school.
• Advanced knowledge of Exchange Mail & Executive Scheduling / Calendars, Active Directory, Software Distribution Systems, and related technologies.
• Advanced knowledge (based on both training and on-the-job experience) of a wide range of computer systems software, applications (including MS Office suites), hardware, PC and OSx operating systems, and communications.
• Advanced knowledge of network computing in a Windows & OSX environment & working knowledge of networking fundamentals.
• Familiarity working with Endpoint Engineering and Endpoint Security Teams to quickly gather endpoint data necessary to resolve complex issues
• Strong experience with video conferencing technologies and collaboration tools & platforms, e.g. Cisco, Poly, Slack, Google Suite
• Preferred certifications: ITILv4, ACMT, CCT, CompTIA
• Experience using AI tools such as ChatGPT,…