Senior IT Service and Support Engineer
The Senior IT Service and Support Engineer plays a pivotal role in delivering exceptional IT support to internal clients across the organization, driving customer experience, resolving complex IT issues, and ensuring efficient service delivery.
This role requires expertise in managing all technical aspects of internal and external meetings and live events, leveraging proficiency in related technologies and commitment to customer satisfaction.
The holder of this position provides critical support to top executives, the CEO Office, and the Board of Directors for all technical matters.
Key Responsibilities:
* Act as the subject matter expert in providing superior IT support to our internal clientele.
* Resolve intricate IT challenges and service requests by capitalizing on a deep understanding of our product, service, and support policy landscape.
* Comprehensively manage the technical side of internal and external meetings and live events, including coordinating and overseeing advanced technical aspects.
* Interact with all levels of staff, including ExCo and Board members, providing excellent customer service.
* Be part of a team responsible for ExCo and Board member support of all technologies during critical incidents.
* Manage the incident management process by efficiently handling incoming service requests and consistently meeting or exceeding service level expectations.
* Promote a culture of continuous learning and improvement within the team.
Requirements:
* A high degree of technical acumen and experience.
* Ability to stay abreast of the latest IT trends and enhance team capability through cross-training.
* In-depth knowledge of Mac OS, M365 Suite, PC/Laptop hardware, PC/Laptop peripherals, network infrastructure, and diverse meeting technologies.
* High level of professionalism and etiquette.
* Dedication to team success, resilience, and adaptability is crucial for maintaining our high standards of IT service delivery.
* Customer-focused with a passion for customer satisfaction and delivering business values.
* Ability to handle VIP incidents/requests calmly and professionally.
* Proficiency in English and German required.