Sr. IT Customer Support Specialist

Charlotte, NC

Join a team recognized for leadership, innovation and diversity


The future is what you make it. When you join Honeywell, you become a member of our global team of thinkers, innovators, dreamers and doers who make the things that make the future. That means changing the way we fly, fueling jets in an eco-friendly way, keeping buildings smart and safe and even making it possible to breathe on Mars. Working at Honeywell isn’t just about developing cool things. That’s why all of our employees enjoy access to dynamic career opportunities across different fields and industries. Are you ready to help us make the future?


This is a highly visible role functioning as the face of IT Support for Senior Executives. The work environment is dynamic, robust, and highly demanding of quality results through proven problem and time management. With access to special escalation matrices, tools, technologies, and resources, the IT Support Agent is enabled to deliver quality results fast to maintain down-time at a minimum. Your greater team is agile, dispersed globally, and hyper-focused on customer experience excellence. Real-time remote collaboration and knowledge sharing is pinnacle for being successful. The Executive Services Sr. IT Customer Support Specialist reports to the Global IT Support Manager.


Key Responsibilities:

  • Works with Executive Assistants and the IT Service Desk to drive an innovative support plan and technology roadmap for Executive technology needs, including travel and other offsite engagements
  • Responsible for tracking project timelines & logistics and interfacing with external vendors and internal cross-functional teams
  • Participate in technical research, development, and support to ensure Service and Operating Level Agreements are met
  • Work closely with the Core IT, Applications, Networking, and Information Security Service Owners as Subject Matter Experts to ensure enterprise solutions will enable the Executive team effectively
  • Determine and communicate Root Cause Corrective Analysis plans effectively
  • Design, deploy, and maintain a wide range of technologies used by the executive team
  • Develop and maintain documentation such as training materials and standard operating procedures
  • Install, upgrade, image, and support all company desktops/laptops/MacBook hardware
  • MS Office 365 support knowledge, including Outlook and MS Teams support
  • Mobile devices management, including MDM enrollment, iOS upgrades, app support, and general troubleshooting skills
  • Printer management including standard break/fix of hardware, software, and networking issues
  • Conference room AV supporting including SIP/PSTN, microphone, camera, and general connectivity issues
  • Maintain a working understanding of networking concepts such as TCP/IP, DNS, DHCP and VPN
  • Provide IT/AV conference support for onsite/offsite presentations, events, and meetings including wireless networking, telephony, projectors, speakers, clickers, and closed-network printer setups
  • Train users in the proper use of hardware and software
  • Administrative management including equipment purchase, inventory, and refresh
  • Travel to provide Senior Executive support on occasion (Home Support)
  • Establish trust and maintain a high level of confidentiality for all VIP operation activities/tasks


Success Factors Include:

  • Ability to communicate effectively/consistently and develop respectable working relationships with other coworkers, Service Owners, and Executive Staff is essential
  • Quality, accuracy, timeliness, reliability, availability, and meticulousness of work
  • Maintain the integrity of confidential business and product information


YOU MUST HAVE

  • 7+ years or experience providing IT support in a corporate environment
  • 3+ years of experience with Windows 7/10 Support with Hardware break/fix experience
  • 3+ years of experience with Apple Mobile Devices (iPad/iPhone/Apple TV/iOS/LTE)
  • 3+ years of experience with MS Office Products (special focus on Office365 / Skype / Outlook / Exchange)
  • 2+ years or experience with Audio/Visual Support
  • Must be a US Citizen due to contractual requirements


WE VALUE

  • Bachelor's Degree
  • Experience providing technical support to Senior Executives
  • A+ / Network+ certifications
  • Project Management experience
  • Strong leadership presence and interpersonal/communication skills (written and oral)
  • Vendor Management, Negotiation Skills, General Management experience 
  • Experience with all Conferencing Technologies (telephony/video-calls/content sharing)
  • Experience with Printer technologies (setup/maintenance/configurations/networking)
  • Self-motivated/driven and able to work with little supervision or direction
  • Strong bias for action and results orientation


Additional Information

  • JOB ID: HRD164814
  • Category: Information Technology
  • Location: 855 S Mint St,Charlotte,North Carolina,28202,United States
  • Exempt
  • Must be a US Citizen due to contractual requirements.

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