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Executive Support Specialist

Date: May 2, 2019

Location: Stamford, CT, US, 06901

Company: Purdue Pharma L.P. & Affiliates

Working at our Company

Job Summary

This role will be based in our offices in Stamford, Connecticut and reports to the Service Delivery Manager for the North Americas, at the same base.

 

The Executive Support Specialist works within the Client Services Team and provides the highest levels of customer service and support for all technology needs to the C-Level VIP users and the Board of Directors located across the globe. This role is the single point of contact for all IT related activities; responsible for ensuring that technology needs are met through pro-active solutions that are accurately constructed and executed, as well as communicated and operating properly.


Executive Support Specialist must maintain the highest levels of confidentiality and security, as this position is exposed to high-level discussions among executive and management staff and to confidential documents on sensitive issues. Work is performed in a fast-paced, office environment with frequent interruptions and interactions with many people. This position is required to work on multiple tasks simultaneously, sometimes within short time frames and to handle rapidly changing priorities and deadlines. Regular attendance is an essential function required to meet the demands of this job and to provide necessary support; evening and weekend work may be required to complete critical tasks.

Primary Responsibilities

  • Provide an exceptional level of customer service to all customers specifically Executives and VIPs.
  • Travel to Executives’ homes to provide system, network, and hardware support.
  • Support senior level meetings including board or budget meetings.
  • Understand and help develop key Client Services processes
  • Incident Management
  • Service Requests
  • Problem Management
  • Manage incidents and service requests assigned to you or your group.
  • Maintain ownership and management of all technology currently used, understand how it’s being utilized and proactively address possible technology challenges that may arise in day to day activities of executive incidents, tasks, problems, requests, moves, and changes to ensure successful resolution.
  • Participate as a priority in the recovery and restoration of systems as required by IT major incident management teams in the event of serious disruptions to critical services.
  • Document knowledge and share this amongst the team.
  • Administer users, groups, permissions, and computers within Active Directory.
  • Receive and gather information relating to IT and telecommunications requirements for new company members, ensuring everything is set up ready for their first day.
  • Telecommunications troubleshooting. Administration of extensions, installation of phones, both desk and wireless.
  • Provide, maintain, and assist with use of mobile email devices, both in head office and remotely.
  • Support and maintain audio visual and video conferencing equipment within meeting rooms and around site.
  • Undertake housekeeping and maintenance of all operational, procedural, and technical documentation.
  • Cross-platform and mobility training, and technology consultation relating to effective use of cross-platform technology with emphasis on connectivity and mobile devices for VIP and Executive Users.
  • Provide communications support, which may require sending emails to large numbers of customers.
  • May manage special projects, including complex technology transitions and will need to act as the project coordinator.  May have responsibility for maintaining relationships with suppliers.
  • Early and late shift cover for Service Desk.
  • Backfill for Service Desk team when required.

Education and Experience

  • 2 Years of experience in an environment supporting C-Level Executives
  • Previous experience working for a private company preferred
  • Current driving license in the USA, and confident to drive in New York State and across New England
  • Current passport and willingness to travel to Canada as required
  • Does not require US sponsorship
  • The candidate will ideally have a related IT qualification, and ITIL Foundation
  • Expert in OSX and Windows
  • Expert in MS Office Suite
  • Expert with iOS Devices
  • Previous experience with WebEx and other Web-based collaboration tools
  • Experience running larger highly visible meetings

Necessary Knowledge, Skills, and Abilities

  • Must exhibit mature judgment, excellent leadership skills and be able to work independently to direct High performing individual with excellent communication, customer services, interpersonal, and troubleshooting skills. Someone who is proactive and most importantly passionate about providing first class IT service.
  • Exceptional at building strong relationships with senior employees.
  • Attention to detail, and take pride in their work.
  • Ability to remain calm under pressure, to deliver exceptional customer service regardless of the situation.
  • Experience of a similar role, providing second line support, while providing excellent customer service.
  • Must demonstrate good technical knowledge and have experience of supporting a Microsoft environment. Confident with a continuous improvement mindset and drive to succeed for the customer
  • Takes the initiative and ownership in identifying and negotiating appropriate development opportunities for both one’s self and the users that you support.
  • Must have the ability to work collaboratively in a team setting and work towards personal, team, department, and business objectives.  It is essential for the Executive Support Specialist to earn the trust of the users and other groups within Global IT to function at this level effectively.

Supervisory Responsibilities (if Applicable)

In order to be successful in any role in IT, being a strong team worker collaborates to achieve individual, business and IT goals is critical. In addition, this role has no direct reports, but it is a requirement to build and maintain strong working relationships with the following job holders:

  • Service Delivery Manager- North America
  • Executive Support Analyst- Europe
  • Global CIO (based in Europe but travels frequently in the US)
  • The US based VIPs and Executives that the role supports are critical customers of the IT organization

Additional Information


Nearest Major Market: Bridgeport
Nearest Secondary Market: Danbury

Job Segment: Telecom, Telecommunications, Network, Service Desk, Technology, Customer Service