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What You'll Do:

You will be a customer service and support evangelist delivering exceptional support to our our Cxx level leaders and their support staff. The primary focus of this high profile role is to ensure that the technology needs of our Executive team are being addressed proactively. When you are not doing this, you will assist at our helpdesk with in person support for employees.

This role also involves scheduled on-call coverage, after hours support, and periodic off-site services for business partners at the executive level, including meetings, conferences, and events.

You will do the following:

• Provide extraordinary IT support to customers at the Cxx level, and ensure an overall high level of customer satisfaction.
• Ensure service levels for customers are met, and exceeded - find opportunities for improvements and implement these as needed.
• Support endpoint security standards (antivirus/firewall/patching/two-factor authentication)
• In partnership with other team members, lead the testing, configuration, installation and repair of IT related equipment (hardware and software) used by the executive team.
• Implement global support processes and provide visibility and escalation paths for regional IT teams
• Provide support and training for the most common problems through hands-on engagement with executives and staff.
• Work with the executive support team to perform computer upgrades and migrations
• Document and define executive support best practices
• Own and drive IT projects and deliverables for the team
• Assist with end user support at the helpdesk and act as an escalation path for our support technicians

Who You Are:

• You are awesome at providing technical support, and love solving problems
• You have a high level of integrity and passion about customer service
• You can set proper expectations around support and deliverables, and you are sure to follow through with commitments
• You have executive presence
• You excel at clearly documenting the status of cases and providing updates to management, the team, and end users
• You are always learning and expanding your technical expertise in IT supported technologies
• You love the details, including maintaining and updating IT documentation and procedures
• You love standards and understand that consistency and an adherence to best practices helps any organization scale
• You are deadline oriented, and can appropriately prioritize support requests and tasks. You love building relationships, both with customers/business partners, and IT team members alike, and you understand how to tailor your approach to support to your audience
• You are passionate about IT end user support and have an excellent background in Mac software and hardware troubleshooting
• You understand that the timeliness and availability of support can sometimes make all the difference in how it is received

Requirements:

• More than 10 years’ experience in IT Support in a professional environment
• At least 3 years of managing a global team
• At least 3 years of experience supporting a C-level executive
• Strong experience in providing 1st/2nd line IT support
• Experience driving support ticket management and tracking
• Strong customer service, problem solving and teamwork abilities
• Outstanding communication and interpersonal skills
• Experience communicating with vendors to manage expectations and relationships
• Extensive technical knowledge of Mac OS, Android and Windows 10/11
• Deep technical understanding of end-user technologies
• Network fundamentals and support experience (network configs, VPN, printing, etc)
• Experience supporting MS Teams or other VOIP systems
• Expert in Office365 support and administration (Outlook, Word, PowerPoint, Excel)
• Expert in audio/video troubleshooting and support
• Ability to participate in an on-call rotation that includes after hours and weekend support
• Strong Video Conference and presentation support skills, preferably with MS Teams, Webex and Zoom
• Some regional or global travel to support staff and events
• Attention to detail

Desired Skills:

• Previously part of an IT executive support team with leadership and managerial responsibilities
• Network troubleshooting experience
• Mac, Linux, MCSE or network certifications
• LDAP and Active Directory experience
• Security, mobile device management

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Aptiv is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender identity, sexual orientation, disability status, protected veteran status or any other characteristic protected by law.