Tech/Executive Support

Advanstar Communications Inc. a leading worldwide media company providing integrated marketing solutions for the Fashion, Life Sciences and PowerSports industries. Advanstar serves business professionals and consumers in these industries with its portfolio of 143 events, 54 publications and directories, 253 electronic products and Web sites, as well as educational and direct marketing products and services. Market leading brands and a commitment to delivering innovative, quality products and services enables Advanstar to “Connect Our Customers With Theirs.” Advanstar has approximately 600 employees and currently operates from multiple offices in North America and Europe.

Today, we have an open position for a Technical Support Representative responsible for the proactive support of computer systems/mobile devices for executives, their assistants and others; resolves issues reported, performs maintenance and deploys equipment and software.  This position focuses on positive customer interaction to ensure customer satisfaction.  Advanstar offers a strong and friendly team environment where technology professionals naturally thrive. Our employees work with cutting edge technology and perform interesting and challenging work. The team you will join appreciates a good sense of humor, outstanding communication skills.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

1. Acts as primary executive support team member, building professional rapport with executives and assistants; develops a depth of knowledge of the business, applying that knowledge to customer solutions.
2. Installs, maintains, troubleshoots, supports and improves the use of all PC/MAC/Mobile hardware and software for internal customers.
3. Prioritizes and resolves assigned incidents in service request tracking system, updating status as warranted and documenting resolutions; creates incidents in the system for any direct requests received, provides needs analysis and training consultation where appropriate, and expedites problem resolution directly to leadership or by contacting appropriate IT team members.
4. Recommends new products and product upgrades to improve overall system performance and meet customer needs; maintains inventory as required.
5. Communicates with leadership any repetitive issues, identified trends in incidents, and common customer requests that may indicate a systemic problem, the need for an enterprise solution or a change to improve customer satisfaction.
6. Assists in development of, and follows and enforces policies and procedures, standards and service level agreements as defined by the company.
7. Performs additional duties as assigned.

JOB REQUIREMENTS:

A four-year degree in computer science or equivalent skills, combined with a minimum of four years experience in supporting PC and Mac systems.  Experience providing desk side and remote customer support, and performing repair and maintenance procedures is required.  Extensive knowledge of PC/Mac/Mobile hardware, operating systems, and standard software in a Microsoft network environment. Experience and knowledge of Microsoft and Adobe products.  Must be results driven; customer-oriented with excellent communication skills. Excellent problem solving skills and the ability to communicate effectively are required. Must be team-oriented while striving to enhance knowledge; willing to share knowledge and mentor co-workers.  Must be able to provide off-hour availability as required.