IT Support Specialist

LOCAL CANDIDATES ONLY NO

3rd Parties

JOB AND RESPONSIBILITIES

We are seeking a highly skilled IT VIP Support Technician to provide exceptional technology support to our internal VIPs. The ideal candidate will have extensive experience with Microsoft Windows, Mac OS, iPad OS, and iOS, as well as the related hardware support for our standard devices. A key capability for this role is strong stakeholder management skills based in Stamford, Connecticut

USA JOB REQUIREMENTS

End-to-End Customer Service Delivery

• Provide dedicated IT support to internal VIPs, ensuring timely and effective resolution of technical issues.
• Troubleshoot and resolve hardware and software issues on Microsoft Windows, Mac OS, iPad OS, and iOS devices.
• Manage and support standard devices, including laptops, desktops, tablets, and smartphones.
• Maintain a high level of customer satisfaction by delivering exceptional service and support.
• Develop and maintain documentation for IT support processes and procedures.
• Stay up-to-date with the latest technology trends and advancements to provide proactive support.
• Provide personalized IT support to VIP users, ensuring their technical needs are met promptly and efficiently.
• Manage and resolve complex technical issues, escalating to higher-level support when necessary.
• Train VIP users on new technologies and tools, ensuring they are comfortable and proficient in their use.
• Maintain detailed documentation of support requests and resolutions to improve service delivery and knowledge sharing.
• Collaborate with other IT teams to ensure seamless integration and support of new systems and applications.
• Stay updated with the latest technology trends and advancements to provide the best possible support.
• Responsible for delivering best in class end-to-end IT Customer Services covering multiple locations, including on-site and off-site VIP events.
• Capture and maintain VIP users support information.
• Collaborate and build strong relationships with VIP users, suppliers and service managers on all aspects of service delivery.
• Use technology to help PMI IT groups and end users quickly and efficiently carry out their digital strategies.
• Participate in global project delivery and work on global processes.
• Ensure continuous improvement of services.
• Proactively enhance service quality and operational efficiency. Solution adoption and Change Management
• Establish and anchor a strong relationship with the local and remote support teams, ensuring a consistent, efficient and resilient end-to-end service delivery.
• Ensure that all solutions implemented are fully adopted by the relevant VIP via appropriate communications, training, monitoring and continuous improvement initiatives.
• Understand tools being used by VIP users so that pain points can be understood. Information Technology Roadmap Planning
• Use technology to help PMI IT groups and end users quickly and efficiently carry out their digital strategies.
• Participate in global project delivery and work on global processes.
• Ensure continuous improvement of services.
• Proactively enhance service quality and operational efficiency.
• Contribute to the development and execution of the overall IT Strategy under the leadership of the IT Manager DW&C.
• Escalate any new issues raised from the VIP users to the service managers and track them so that issues are solved and customer journey is improved. Information Technology Security
• Ensure alignment to relevant PMI policies, procedures and standards on Security and Compliance.
• Implement and maintain security protocols to protect sensitive data and ensure compliance with company policies.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

Essential Requirement(s): We''re looking for someone truly passionate about technology for sure, but also someone who is just as passionate about customer care and enhancing customer experience with customer focus. Excellent communication skills in English (a must) any other language can be a plus (an asset). Open-minded with a positive approach and good collaboration, you are feeling comfortable when interacting with VIP users. You are persevering and finish what you started. You contribute and share your IT knowledge to bring added value and further improve our VIP experience related to IT tools. You understand the latest technology trends and you are at ease in a Windows and MAC OS environment. You are an expert on iOS and iPadOS. You are familiar with collaboration tools (M365 preferred). You will have an ITIL certification or equivalent and a first experience in Project Management. We''re also looking for you to have strong partner management and collaboration skills, building great relationships with the business and with your peers.