Senior Technical Support Engineer, Executive Support

Description

As a Senior Engineer within the Executive Support Team, you will play a crucial role in providing top-tier technical support to our executive team. Your expertise and supervision will ensure that our executives have a smooth and efficient technology experience, allowing them to focus on their strategic responsibilities. You will be responsible for overseeing the onboarding process, providing comprehensive technical support, and implementing proactive monitoring to prevent any potential issues. Your ability to collaborate with other IT teams, stay updated on the latest technology trends, and deliver exceptional customer service will be key to your success in this role.

We are seeking a highly skilled and dedicated Senior Technical Support Engineer to join our Executive Support Team. This role is pivotal in ensuring seamless technology experiences for our executives, from onboarding to daily interactions with technology. The ideal candidate will take full accountability for the end-to-end technology support process, including proactive monitoring of endpoint analytics to prevent any potential impact.

At WTW, we trust you to know your work and the people, tools and environment you need to be successful. The majority of our colleagues work in a ”hybrid” style, with a mix of remote, in-person and in office interactions dependent on the needs of the team, role and clients. Our flexibility is rooted in trust and “hybrid” is not a one-size-fits-all solution. We understand flexibility is key to supporting an inclusive and diverse workforce and so we encourage requests for all types of flexible working as well as location-based arrangements. Please speak to your recruiter to discuss more.

The Role

• Executive Onboarding: Oversee the onboarding process for executives, ensuring a smooth and efficient integration with all necessary technology. This includes setting up devices, configuring software, and providing training on the use of technology tools.
• Technical Support: Provide comprehensive technical support for executives, addressing any issues that arise in their daily use of technology. This involves troubleshooting hardware and software problems, resolving network connectivity issues, and ensuring optimal performance of all devices.
• Proactive Monitoring: Implement and manage proactive monitoring of endpoint analytics to identify and mitigate potential issues before they impact the executive's workflow. This includes analyzing data to detect anomalies, performing regular system checks, and applying preventive measures to avoid disruptions.
• Collaboration: Collaborate with other IT teams to ensure the highest level of service and support for executive technology needs. This involves coordinating with network, security, and application teams to address complex issues and implement solutions.
• Technology Updates: Maintain up-to-date knowledge of the latest technology trends and tools to provide the best possible support. This includes researching new technologies, attending training sessions, and staying informed about industry developments.
• Documentation: Create and maintain detailed documentation of support processes, procedures, and solutions. This ensures consistency in service delivery and provides a reference for future troubleshooting.
• Customer Service: Deliver exceptional customer service by being responsive, empathetic, and professional in all interactions with executives. This includes understanding their unique needs and providing personalized support to enhance their technology experience.
• Communication: Ensure key stakeholders are made aware of any related issues and provided with timely updates. This involves regular communication with executives and other relevant parties to keep them informed of the status of ongoing issues and resolutions.
• Event Support: Provide both virtual and in-person event support for executive meetings, such as board meetings. This includes setting up and testing audio-visual equipment, ensuring smooth connectivity, and being on standby to address any technical issues that may arise during the event.
  
  

Qualifications

The Requirements

• Strong experience in technical support, with good experience working as senior or lead role.
• Technical Skills: Proficiency in troubleshooting hardware and software issues, network connectivity, and endpoint analytics. Familiarity with the latest technology trends and tools.
• Communication Skills: Excellent verbal and written communication skills, with the ability to effectively communicate technical information to non-technical stakeholders.
• Customer Service: Strong customer service skills, with a focus on responsiveness, empathy, and professionalism in interactions with executives.
• Problem-Solving: Proven ability to identify, analyze, and resolve complex technical issues. Experience in proactive monitoring and problem management.
• Collaboration: Ability to work collaboratively with other IT teams and service owners to address issues and implement solutions.
• Event Support: Experience in providing in-person technical support for events, such as board meetings, including setup and troubleshooting of audio-visual equipment.
• Documentation: Ability to create and maintain detailed documentation of support processes, procedures, and solutions.
• Adaptability: Willingness to stay informed about industry developments and continuously update knowledge and skills.
  
  

At WTW, we believe difference makes us stronger. We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome, valued and empowered to bring their whole selves to work every day. We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organisation. We embrace all types of diversity.

We’re committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers, from the application process through to joining WTW, please email [email protected].

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