IT Exec Support Engineer

IT Executive support engineer required to support UK office locations. Howden are seeking a highly skilled IT Executive Support Engineer to provide dedicated technical support to senior executives and VIP users. 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.

Key Responsibilities / Accountabilities

• Exec support team is the 1st point of contact for all high priority incidents and requests for executives and senior business stakeholders.
• 1st - 2nd line IT support, including over 500+ global VIP employees.
• Maintaining an excellent standard of support, and building relationships with key execs/PA's.
• Managing tickets via service management tool ServiceNow.
• 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 Head of IT where necessary.
• Active Directory Users and Computer 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.
• Supporting the business during core hours 8am to 6pm (Mon-Fri).
• Potential for weekend support and out of hours support where necessary (including weekends and Bank holidays).

Skills and abilities needed to perform role

• 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 pro-actively, under pressure and independently with minimal direction.
• A good understanding of mobile devices, such as Apple smartphones and tablets.
• Strong background in Microsoft products, Microsoft Office and Windows versions.
• Familiarity and comfort in using web conferencing, collaboration tools and applications such as Microsoft Teams, Zoom, WhatsApp, Cisco Webex etc.

Knowledge and Experience

• IT industry experience.
• Microsoft Windows 11.
• Microsoft Office O365.
• Microsoft Teams.
• Active Directory.
• Mimecast.
• ITIL Best Practice.
• Remote Support Tools.
• Incident, Request, Problem and Change Management.
• Knowledge of administrative and clerical procedures.

Compliance and Regulatory Responsibilities

• To always remain compliant with FCA requirements.
• To obtain appropriate approvals to ensure compliance with company policy, procedures and regulatory requirements/rules, with regards to data protection, money laundering, etc.
• To share ideas, best practice and other information within the team.
• Ensure that own performance, HR and T&C records are up to date and meet the Company's requirements.
• Maintain accurate records and deal with correspondence appropriately.