Skills

Communication Leadership ServiceNow Problem-solving Training Windows

Job Specifications

Duration: 6+ Months

Description:

The Technical Support – Mid-level is responsible for delivering premium IT support to senior leadership and stakeholders across various platforms and devices. This role ensures high-touch service delivery, operational excellence in mobile and telecom ecosystems, and seamless collaboration across global teams.

Key Responsibilities:

• Executive IT Support & Tech Bar Engagement

o Provide direct support for SVPs and executive stakeholders across Windows, Mac, and iPhone devices, including all peripherals.

o Deliver personalized, high-quality technical assistance with professionalism and discretion.

o Be an active member of the Tech Bar team, offering walk-up support and ensuring excellent service delivery across all user tiers.

• Mobile / TEM Operational Support

o Act as a liaison between End Users, EUS Engineering, mobile carriers, and Telecom Expense Management teams.

o Support mobile device lifecycle, provisioning, and issue resolution.

o Ensure mobile ecosystem performance aligns with business needs.

• ServiceNow Incident/Request Escalations

o Manage escalations for incidents and requests across Home Office, DC/FC/PC Sites, and Buying Office Locations.

o Ensure timely resolution and communication for high-impact issues.

• Incident & Problem Management

o Own the resolution of escalated incidents and problems, minimizing disruption to business operations.

o Perform root cause analysis and implement long-term solutions to prevent recurrence.

o Collaborate with cross-functional teams to address complex technical challenges.

• Global Collaboration & Project Support

o Partner with Global EUS Engineering and Deskside teams on initiatives that support business operations.

o Contribute to planning and execution of IT rollouts and enhancements.

• Service Desk Transition & Enablement

o Ensure Global Service Desk teams are equipped with transition materials for new rollouts.

o Provide documentation and training to support seamless adoption of IT changes.

• Device Hardware Governance

o Collaborate with EUS Engineering and vendors to define and validate device hardware specifications.

o Ensure global hardware standards meet business requirements.

What you’ll need (Requirements):

We seek creative, customer-focused individuals with a strong foundation in IT support and a passion for delivering exceptional service. You’ll thrive in a fast-paced environment and be a trusted partner to executive stakeholders.

• Bachelor’s degree in information technology, Computer Science, or related field preferred

• 5-10 years of experience in IT operations or executive support

• Proven experience supporting Windows, Mac, and mobile platforms

• Strong troubleshooting and problem-solving skills

• Excellent communication and interpersonal abilities

• Ability to work independently and collaboratively across global teams

What you’ll need (Preferences):

• Experience with ServiceNow and mobile/TEM ecosystems a plus.

About US Tech Solutions:

US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com.

US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

About the Company

USTECH SOLUTIONS is the largest privately owned diversity workforce partner with a global footprint. For 20+ years, we have partnered with leading MSPs and some of the world's largest enterprises to deliver a flexible workforce. We serve Fortune 500 giants and growing businesses alike, reinventing the role of humans in a digital workforce. 'Reinventing Human' is about connecting you with top talent and seamlessly integrating new hires into your programs through our next gen AI powered Talent platforms. As the largest privat... Know more