Position Overview
The ideal candidate combines strong technical troubleshooting skills with exceptional communication, discretion, patience, and sound judgment. Success requires the ability to build trust with nontechnical users, navigate demanding situations, and maintain a calm, professional demeanor when requests are urgent or priorities change.
Key Responsibilities
- Serve as the primary technical support contact for the founder, CEO, and designated family members, providing assistance in person, by phone, and through remote support.
- Provide business-hours support to the CEO and his staff, coordinating with the Desktop Support team as needed.
- Troubleshoot and resolve issues involving iPhones, iPads, macOS and Windows computers, printers, peripherals, and related applications.
- Diagnose device connectivity issues involving Wi-Fi, internet access, Bluetooth, and home or office networks; coordinate with internal specialists or service providers when needed.
- Configure, deploy, update, and replace devices, including assisting with data transfers, account setup, application installation, and user preferences.
- Support Microsoft 365 applications, email, calendars, and collaboration tools, including Microsoft Teams, Zoom, and WebEx.
- Explain technical issues and resolutions in clear, practical language, adapting the approach to each user’s comfort level.
- Take ownership of requests from initial contact through resolution, providing timely updates and confirming that the user’s needs have been met.
- Anticipate recurring issues and recommend practical improvements to device reliability and ease of use.
- Maintain appropriate documentation of device configurations, troubleshooting steps, and support procedures while protecting confidential information.
- Coordinate with the Desktop Support team, Service Desk, and other IT resources to ensure consistent service and effective handoffs.
- Travel between the Manhattan office and executive residences in the surrounding area as required.
After Hours Support
Occasional after-hours assistance is required for the CEO and three designated family members. Requests are expected to be infrequent but require dependable availability during assigned coverage periods.
- Provide an after-hours callback within 15 minutes, with a target response time of five minutes.
- Assess the issue and begin remote troubleshooting when appropriate.
- Coordinate on-site assistance when the issue cannot be resolved remotely, based on urgency and agreed arrangements.
- Maintain clear handoff information so a designated Desktop Support team member can provide coverage during planned PTO, illness, or other approved absences.
The callback expectation applies to acknowledging the request and beginning assessment; resolution and on-site arrival depend on the nature of the issue and location.
Required Qualifications
- At least three years of hands-on technical support experience, including direct support for senior executives, VIP clients, or similarly demanding users.
- Strong troubleshooting skills across Windows 11, macOS, iOS, and iPadOS.
- Strong working knowledge of Microsoft 365, including Outlook, Teams, and Office applications.
- Experience supporting printers, peripherals, wireless connectivity, and common home and office device networking issues.
- Demonstrated ability to provide discreet, professional, and responsive support while navigating time-sensitive requests with patience, sound judgment, and composure.
- Excellent verbal and written communication skills, including the ability to guide nontechnical users without unnecessary jargon.
- Strong ownership, follow-through, organization, and prioritization skills.
- Ability to handle confidential business and personal information with professionalism and discretion.
- Ability to work primarily on-site in Manhattan, travel to nearby executive residences, and provide occasional after-hours support.
Preferred Qualifications
- Experience providing dedicated executive or family technology support across both corporate and residential environments.
- Experience supporting mixed Apple and Microsoft environments.
- Familiarity with executive meeting support and video conferencing technology.
- Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.