Position Summary/Overview:

The Executive Technology Support Administrator is responsible for proactively and reactively handling the technology needs and requirements for Traders, Research Analysts, Partners, and Executive team members and their Executive Assistants.

This position mandates a high level of interaction and engagement with senior executives working in a fast-paced, dynamic, and business critical Hedge Fund environment. The role requires 24/7 on call support coverage and is responsible for all technology support; including but not limited to installation, configuration, and troubleshooting of a wide range of technologies including desktops, laptops, and mobile devices for these individuals.

Job Requirements:

Service Excellence

• Accountability for ensuring all technology issues are resolved in a timely manner
• Actively works with users to understand their business and technology needs
• Works closely with all Executive support personnel
• End-to-end responsibility for communicating clear, concise and timely updates
• Coordinate, set up, and support technologies used in meetings including presentations, audio, and video conferences
• Direct Support of Traders, Research Analysts, Partners, and Executive team members and their Executive Assistants
• Ensures technology driven changes are aligned with customer expectations and plans, including proactively communicating to users when impacted
• Identifies and pursues new and innovative ways to improve processes, delivery of support and technology solutions

Customer Support

• High level of customer focus with due care and attention to priority issues
• Ensure maximum satisfaction for customers
• Possible travel to other offices and Executive residences

IT Industry Knowledge

• Maintains a solid understanding of the major service issues impacting customers
• Maintains a broad industry perspective on relevant best practices for desktop, laptop and mobile device technology
• Strong understanding of best practices in incident management

Business Partnership

• Maintains strong communication when approaching issues with an ability to assess quickly, facilitate resolution with the appropriate parties and respond with a sense of urgency
• Use active listening to understand customer needs and recommend the appropriate solutions
• Become proficient in supporting trading and investment research technologies

Vendor Partnership

• Work closely with our Managed Services vendors providing 24/7 Help Desk and Infrastructure support
• All requests and work must be entered into the vendor’s Ticketing System for reporting, alerting, and escalation, when necessary
• Leverage managed services vendor resources for simple tasks and software (e.g. Microsoft) and hardware (e.g. Lenovo) vendors to accelerate problem resolution

Knowledge Sharing

• Ensure documentation is captured appropriately and is easily accessible to the team members

Education & Experience:

• Strong service delivery focus and customer management skills
• PC hardware and software troubleshooting skills and experience
• Knowledge of Windows 10, Windows networking fundamentals, IP networking, wireless networks, laptops/tablets, Excel, Outlook, Office 365, OneDrive, VPN and Remote Computing
• Extreme level of discretion in handling confidential information; with a clear understanding of the responsibility and compliance related to elevated system access as it pertains strictly to Executive support
• Action and closure oriented; results driven, ability to define and implement solutions
• Ability to work independently and to manage competing priorities
• Excellent skills/abilities in: organization, planning, multi-tasking, flexibility
• Extreme level of skills pertaining to executive presence
• Extreme professionalism and business acumen
• Good written and verbal communication skills
• Demonstrate conflict and situation management skills
• Ability to actively participate as part of a team