Executive Support Engineer

*Location: HYBRID (in Zionsville, Indiana for likely 3 days a week or as needed).

*Travel: Estimated to be 10-20% within the US

*Compensation: $150-200K base salary plus benefits for this full time role

*MUST HAVE 10 years of experience in technical support or desktop support roles and extensive experience in technical support with Windows, Microsoft Office and MacOS

*No visa sponsorships or transfers

We are seeking a new Executive Support Engineer for an innovative fintech platform company to provide exceptional end-to-end user support for our organization’s most critical leaders. This role requires a strong technical background, excellent communication skills, and the ability to handle complex issues efficiently. The ideal candidate will have extensive experience in technical support, particularly with Windows and Microsoft Office and MacOS. The ability to think on your feet, deal with ambiguous situations, provide quick solutions to problems and understand personas, while developing a deep understanding of how our clients operate is critical to the success of this individual.

Responsibilities:

Executive Support:

• Provide 24/7/365, personalized technical support to C-suite executives, senior management, and other key stakeholders.
• Understand the unique needs and preferences of each executive and tailor support accordingly.
• Handle urgent requests promptly and professionally.
• Drive technology projects necessary for executive requirements and manage technology communication/s and changes to firm technology policies that impact the executive experience.
• Travel to corporate offices, residential properties, client sites and/or travel destinations as necessary.

Desktop Support:

• Troubleshoot and resolve all reported technology problems, including in office, residential properties, and client/travel locations.
• Support mobile devices, iPhones, iPads including MDM’s, policies etc.
• Ensure seamless integration of multiple technologies.

Application Support:

• Assist executives with Microsoft Office 365 applications (Word, Excel, PowerPoint, Outlook, Teams, etc.).
• Troubleshoot application-related problems and provide timely solutions.
• Collaborate with IT teams to address any compatibility issues.

Remote and On-Site Support:

• Provide remote support for executives working from home or traveling.
• When necessary, offer on-site assistance for critical issues or hardware replacements.

Security and Compliance:

• Educate executives on security best practices.
• Ensure compliance with company policies and data protection regulations.
• Monitor and address any security vulnerabilities.

Documentation and Training:

• Maintain accurate records of support requests, resolutions, system configurations.
• Create user-friendly guides and tutorials for common tasks.
• Conduct training sessions for executives as needed.

Collaboration:

• Work closely with other IT teams (network, infrastructure, security) to resolve complex issues.
• Collaborate with vendors for hardware repairs and software licensing.

Continuous Improvement:

• Stay updated on industry trends, emerging technologies, and best practices.
• Propose enhancements to existing processes and tools.

Qualifications/Experience:

• Minimum of 10 years of experience in technical support or desktop support roles.
• Extensive experience in supporting Windows operating systems, Microsoft Office suite (365) and MacOS.
• Familiarity with JAMF, Intune, Azure environments, DaaS (AWS/AVD) is a plus.
• Education: Bachelor’s degree in computer science, Information Technology, or related field (preferred but not mandatory).

Skills:

• Excellent critical thinking, problem-solving abilities and precise attention to detail.
• Strong communication and interpersonal skills, able to articulate technical concepts to non-technical people.
• Ability to work independently and prioritize tasks effectively.
• Customer-focused mindset, strong passion for serving the customer.
• Comprehensive and broad knowledge of all aspects of IT solutions and services
• Certifications such as CompTIA A , Microsoft Certified: Modern Desktop Administrator Associate, or Apple Certified Support Professional (ACSP) are advantageous.

#LI-JWW