Exec/VIP IT Support Engineer

Our Client is a leading financial services group that continues to experience growth through business acquisition with several different operating companies and employs over 15,000 users worldwide.

An exciting opportunity has arisen for an Executive/VIP IT Support Engineer to provide dedicated technical support to senior executives and VIP users at their prestigious London Head offices. This role requires a proactive and professional individual with strong troubleshooting skills, excellent communication, and the ability to work in a fast-paced, high-pressure environment. The successful candidate will ensure the seamless operation of IT services and a high level of customer service to our client's senior leadership team, ensuring their business continuity.

Responsibilities

• Act as 1st point of contact for all high-priority incidents and requests for executives, VIPs, and senior business stakeholders.
• 1st - 2nd line/Desktop IT support to a community of over 500+ global VIP employees.
• Maintaining an excellent standard of support and building relationships with key execs/PAs.
• Managing tickets via the service management tool ServiceNow regularly updating incidents.
• Set up and maintain laptops, desktops, mobile devices, and peripheral equipment for executives.
• Mobile device support and advanced troubleshooting skills (Apple & Android technologies).
• Proactively identify potential technical issues and implement preventive solutions and advanced troubleshooting and root cause analysis.
• Liaising with and delegating tasks to relevant teams for escalation.
• Supporting the Exec Support Specialist and escalating support issues to the Head of IT where necessary.
• Liaising with and delegating tasks to relevant technical teams for escalation.
• Active Directory/AzureAD/Group Policy/Security Groups administration
• Ensure seamless functionality of Microsoft Office 365, collaboration tools, and enterprise applications.
• 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 global office locations to support senior executives during business-critical conferences/meetings.

Requirements

• Strong communication, professionalism, and discretion when handling sensitive executive support.
• 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 proactively, under pressure, and independently with minimal direction
• A good understanding of mobile devices, such as Apple iOS smartphones and tablets.
• Strong background in Microsoft products, Microsoft Office365 and Windows versions.

• Familiarity and comfort in using web conferencing, collaboration tools, and applications such as Microsoft Teams, Zoom, WhatsApp, Cisco Webex etc.
• Knowledge of ServiceNow or other ITSM along with ticket management best practices.

Skills

• IT industry experience + past VIP/Exec support
• Microsoft Windows
• Microsoft Office O365
• ServiceNow ITSM
• Microsoft Teams
• Video Conferencing Technologies
• Apple OSX/Apple Mobile iOS
• Active Directory
• Mimecast
• Remote Support Tools
• Incident, Request, Problem and Change Management
• ITIL foundation or other relevant IT qualifications

Location: City of London, London (Onsite)

Term: Full-Time, Permanent

Salary: £34,000 - £36,000 P/A - Negotiable on Experience

Benefits: Annual bonus (>15%), optional overtime and on-call, excellent holiday allowance, great pension, private health, and life insurance, great career prospects + More!