Executive/VIP Support Specialist - Digital Technology

at  Air Products

At Air Products, our purpose is to bring people together to reimagine what’s possible, collaborate and innovate solutions to the world’s most significant energy and environmental sustainability challenges. Grow with us as we embark on building tomorrow together by being the safest, most diverse and most profitable industrial gas company in the world.

SUMMARY:

• The Executive Support Specialist offers high-level technical support for client computing to executives/VIP/C-Suite personnel.
• This role involves direct interaction with executives, both in person at Global HQ and remotely.
• The Executive Support Specialist ensures prompt assistance for executives and VIPs regarding all client devices, including PC operating systems, Apple and Android devices, messaging, network and remote connectivity, security issues, network printing, and software distribution.
• Additionally, this role may involve collaborating with engineering teams to conduct further testing, troubleshooting, and problem resolution to meet executive expectations.

REQUIRED QUALIFICATIONS:

• Bachelor’s degree in computer science, engineering, or related discipline, or equivalent work experience
• 5+ years of DT Infrastructure client/desktop support experience, 2+ years of Executive / VIP Support
• Excellent verbal and written communication skills, especially in English. Additional language skills preferred, but not required.
• Present a professional appearance when interacting with key executive leadership.
• Strong end user technical support skills in the following areas:
• Windows OS support and troubleshooting
• Microsoft 365 (Outlook/Exchange, Office, Teams, OneDrive)
• Networking troubleshooting skills (e.g. VPN, wireless, IP subnet, DNS)
• Experience supporting mobile devices for Apple and Android
• Knowledge of security tools such as anti-virus, anti-malware, firewall and authentication a plus.
• Printing - enterprise network printer Management and troubleshooting
• Self-motivated, self-starter.
• Strong problem solving and customer service skills.
• Valid Drivers’ License and good driving record required.
• Ability to obtain and provide U.S. passport.

PREFERRED QUALIFICATIONS:

• Technical support experience working with global teams in multinational corporations is preferred.
• ITIL foundation certified is a plus.

WORK HOURS/TRAVEL REQUIREMENTS:

• Schedule: Monday to Friday
• Typical Hours: Cover prime-time (business) hours
• Work Model: Onsite
• On-call/Nights/Weekends/Holidays: Yes, participate in rotational 24x7 on-call support schedule.
• Typical Travel: (low percentage, ~10%) to executive home technology setups (ex. day trip) or board meetings (ex. duration: 1-week) (ex. locations: Houston, Saudi Arabia, UK, Malaysia, India, China).

• Provide immediate, high-priority technical support to executives, VIPs and their administrative assistants, ensuring minimal downtime and optimal performance of all computing devices and applications.
• Oversee robust cybersecurity measures tailored to executive needs, protecting sensitive information from unauthorized access or breaches.
• Provide facilitation and setup of key company events such as Board of Directors meetings, Shareholders meeting and earnings calls.
• Cover the tech bar during times of high demand, and/or unavailability of Tech Bar Technician.
• A significant portion of the job revolves around the operational support of the client technologies with a focus on enterprise client computing environment (PC operating system, Microsoft Office 365, client network, client security components, printing, etc.)
• While executives are the top priority of this position, additional work will be drawn from the team’s general level 2 work queue.
• Partnership with regional and global technical support teams and engineering teams on incident troubleshooting, problem investigation & root cause analysis, project execution that includes client related testing, training and documentation
• Communications, research, troubleshooting, testing, documentation, deployment management