Executive Helpdesk Support

About GTT:

GTT is a leading networking and security as a service provider for multinational organizations, simply and securely connecting people and machines to data and applications – anywhere in the world. We serve thousands of organizations, bringing together the right people, partners and technology to reduce the burden on IT teams and solve the most pressing networking and security challenges. Built on our top-ranked global Tier 1 network, GTT Envision is a single global technology platform to connect, orchestrate, virtualize and automate enterprise networks, enabling customers with consumable solutions to achieve business missions and meet ongoing demand when, where and how needed. Our portfolio includes SASE, SD-WAN, security, internet, voice and other connectivity options, complemented by a suite of professional services and exceptional sales and support teams in local markets around the globe. We partner with our customers to deliver Greater Technology Together. www.gtt.net.

Duties and Responsibilities:

1. Executive & VIP Support (Customer Engagement Focus)

• Serve as the primary, dedicated point of contact for all IT support needs for Senior Leadership (C-suite, Board Members) and their support staff, offering premium, highly responsive service.
• Provide expert-level, hands-on support and troubleshooting for both Mac and Windows laptops/desktops, mobile devices, and peripherals.
• Ensure the executive team has seamless access to corporate resources, both on-site and remote.
• Manage and troubleshoot complex issues related to Microsoft 365 services, with specific expertise in high-priority mailbox and calendar management for executive users.

2. Event & Meeting Support

• Provide end-to-end technical support for critical company events, including Board Meetings, Investor Briefings, and Company Town Halls.
• Ensure reliable and high-quality setup, testing, and live support for video conferencing platforms, including Microsoft Teams Town Halls (or similar platforms like Webex and Zoom).
• Manage and troubleshoot AV/presentation equipment in conference rooms and executive offices.

3. General HQ & Operations Support (Cross-Functional Collaboration Focus)

• Perform local IT support duties for all employees based at the Head Quarters, including hardware/software installation, configuration, and troubleshooting.
• Assist with network connectivity issues, printing, and security compliance.
• Document, track, and monitor all support issues using the IT ticketing system, ensuring timely resolution and clear communication.
• Maintain IT inventory and asset management for executive and HQ equipment.

Required Experience/Qualifications:

• Proven experience in a dedicated IT support role, preferably supporting C-suite, VIP, or high-profile users.
• Expert proficiency in the administration and troubleshooting of modern Mac (macOS) and Windows (Windows 10/11) operating systems and hardware.
• Proficiency in device provisioning for both platforms, including:
  • Native Mac OS installation and imaging processes.
  • Windows Autopilot deployment and troubleshooting.
• In-depth, hands-on experience supporting and managing enterprise Microsoft 365 environments, specifically focused on Exchange Online/Outlook for calendar and mailbox delegation/management.
• Proven ability to manage and provide technical support for high-stakes, large-scale virtual or hybrid events using platforms like Microsoft Teams Town Hall (or Webex/Zoom).
• Exceptional interpersonal and communication skills, with the ability to maintain the highest level of professionalism and discretion.

Desirable Experience/Qualifications:

• Experience configuring and troubleshooting VPN technology, particularly Cisco AnyConnect clients.
• Working knowledge of Mobile Device Management (MDM) solutions for device provisioning, security, and management.
  • Specific experience with JAMF for Mac endpoints.
  • Specific experience with Microsoft Intune for Windows endpoints and in conjunction with Autopilot.
• ITIL Foundation certification or familiarity with IT Service Management best practices.

Core Competencies:

• Proactive and Anticipatory: Possesses a "fix it before it breaks" mindset, anticipating technical needs during meetings and events (Continuous Improvement Focus ).
• Calm Under Pressure: Maintains composure and technical efficiency while troubleshooting critical issues in real-time, often in front of senior executives (Operational Excellence Focus ).
• Service-Oriented: Committed to delivering an outstanding level of customer service and user experience for C-suite and VIPs (Customer First Focus ).
• Discretion & Professionalism: Exceptional communication and ability to maintain the highest level of professionalism when dealing with sensitive information and high-level personnel.

Universal Competencies

• Continuous Improvement: Knowledge of transformation initiatives to drive fundamental changes, enhance responsiveness and efficiency to core business practices. Ability to drive cultural changes from best effort to results oriented.
• Customer First (Customer Facing): Knowledge of internal customer interactions, creating a culture of accountability, collaboration, and partnership. Ability to build an environment supporting internal customer value creation at every level.
• Operational Excellence: Understanding the system-driven processes for consistency and scalability. Ability to re-focus processes and systems from integration activity to maximizing a positive customer impact and anticipating future

EEO statement

GTT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, colour, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, GTT complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

GTT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of GTT’s employees to perform their job duties may result in discipline up to and including discharge.