Executive Home & Technology Support Manager

Company Overview:

Satcom Direct (SD) provides global connectivity solutions for business and general aviation, military, government, and land mobile services. Since 1997, SD has worked to solve the unsolvable and advance the technology of connectivity through our industry-leading hardware and flight operations software. Our company culture is based on innovation and creativity which allows our team members to thrive in a dynamic atmosphere. We are looking for people who are passionate about customer satisfaction and who excel in a constantly changing environment.

Satcom Direct offers a highly competitive benefits package. For our US based employees, the company covers the entire cost for an employee's health, dental, vision, disability, and life insurance, as well as contributing to a significant portion of the family premium. Our global headquarters offers an on-site gym staffed with personal trainers, a cafe, food trucks, social hour, and more. With an open vacation policy, employees have the flexibility to take time when they need it. SD is centrally located on the beautiful Space Coast in Viera, FL, which is one of the Top 50 Master-Planned Communities in the United States.

JOB SUMMARY:

The Executive Home & Technology Support Manager is primarily responsible for providing technical on-site and remote support to the Owners, their families and their assistants, as well as executive and corporate users. The ideal candidate is driven by technology evolution, a self-starter with exceptional problem-solving skills, deliver exceptional customer service, and the ability to resolve complex problems and implement solutions with little or no guidance. The Executive Home & Technology Support Manager will be required to continually update and enhance technical skills through training programs and self-study to stay abreast of technology improvements and updates.

ESSENTIAL DUTIES/RESPONSIBILITIES:

To perform the job successfully, an individual must be able to perform each essential duty satisfactorily and should demonstrate the following competencies to consistently perform the essential functions of this position. All employees are expected to adhere to and be knowledgeable of Satcom Direct (SD) operations standards, established security/safety rules and requirements for attendance. The requirements listed below are representative of the fundamental knowledge, skill, and/or ability required to perform the job successfully:

• Promptly respond to Owner technology support issues on a 24x7x365 on-call rotation.
• Ability to manage home and technology support for 8 different properties located in different US locations including but not limited to, Crestron Home Automation equipment/Lutron Home Automation equipment/ Sonos /ROKU and various streaming platforms and applications.
• Working closely with the IT Service Center to provide second line technical support for owner and executive issues, ensuring assigned calls are responded to, diagnosed and resolved swiftly and effectively in line with operational level agreements and service level objectives. Ensure outstanding calls are regularly updated to reflect the current status.
• Maintaining confidentially and privacy in all dealings with owners and executives.
• To ensure that Operational Level and Service Level Objectives are adhered to at all times.
• To maintain an up-to-date level of knowledge with regards to technology, in particular security policies and company standards.
• Document actions, alterations and procedures to ensure an accurate and accessible record of the current state of the system.
• Assist other members of the Executive Desktop team when appropriate to complete tasks in the necessary timescale.
• Keep abreast of trends in technology and its application to understand current best practice, possible alternative solutions and to support problem solving.
• Manage own time to fulfill tasks efficiently, in the correct priority and to the required level of quality, within the context of the objectives supplied by manager.
• The support of mobile devices including iPhone, iPad, iPod, Android, and Windows & Apple laptops and desktops.
• Audio visual system setup and support in residential environments.
• Assist in the management of vendors such as Internet Service Providers, cable and satellite TV, networking, and audio/video.
• Provide onsite support at executives' home offices concerning network and desktop services.
• Maintain asset management of Owners' end-user devices (mobile, desktops and laptops).
• Work with the business contingency planning to establish and maintain disaster recovery plans at the desktop, printer, and fax level. Test out these plans every six months as part of Recovery.
• Replacement or repair of damaged or outdated equipment.
• Provide proactive information through research of the business to assist and improve processes.
• Extensive travel will be required to assist owner with new or replacement installations of hardware as needed.
• Other travel may be required for ongoing training.
• Performs other duties and special projects as assigned.

EDUCATION, KNOWLEDGE or SKILLS:

• Bachelor's degree or equivalent experience
• Desirable to hold Apple, Microsoft Certified Professional, Microsoft Technology Specialist or equivalent technical certification.

• 5 - 10 years of recent hands-on experience configuring and maintaining desktop hardware and software.
• Strong analytical and troubleshooting skills.
• Must have a strong desire to provide excellent customer service.
• Must have excellent organizational skills, and the ability to track and manage multiple tasks at the same time and follow them through to completion.
• Must maintain a professional and positive attitude when assisting the business.
• Must be proactive in identifying and documenting enhancements that can be made to systems to improve overall experience and make them more efficient.
• Excellent verbal and written communication skills including ability to present complex technical information to a non-technical audience.
• Strong problem-solving skills and inherent decision-making ability.
• Required to be on call 24 hours a day, 7 days a week, 365 days a year with onsite service level objectives.
• An excellent customer service manner is required together with the ability to handle sensitive and challenging support situations with a calm and methodical approach.
• Minimum of 5 years' experience with executive level support in an enterprise corporate setting in an onsite and remote capacity.
• At least 3 years of Apple configuration and support experience (iPads, iOS, iPhones, MacBooks, BlackBerry etc.), as well as Android and their related OS environments.
• At least 3 years' experience working with Active Directory, MS Office, Windows and Mac environments, and have a good understanding of networks.
• Ability to work with little or no supervision from direct manager.
• Prior experience setting up, installing, cabling, and maintaining executive home offices including all networking equipment (Apple, Cisco, VoIP).
• Ability to work in a fast-paced, highly technical environment.
• Excellent verbal and written communication skills.
• Audio/Video systems experience.

PHYSICAL DEMANDS:

While performing general office duties for this position, the employee is regularly required to sit, stand and/or walk around (including the use of stairs). Other demands include the ability to openly communicate with others by talking, listening and reading, able to lift light objects (< 25lbs), and use standard office equipment such as computer, printer, phone and cell phone. In addition, there is an occasional need to bend, twist or stoop in order to open/close cabinets, reach for files or other standard office type objects.

WORK ENVIRONMENT:

The office environment is generally quiet and, in a temperature, controlled setting with random adjustments in noise or temperature due to others talking or laughing loudly, unscheduled maintenance repairs to the building or its interior offices or unpredictable situations due to weather or other acts beyond company control. An employee must be willing to work their regularly assigned work schedule for their particular duties and/or job responsibilities and in times of need, be able to work an extended schedule depending on company/department needs, project requirements or customer demands. Some overnight travel is required to facilitate work objectives. While at client site locations, if applicable, employee will be required to adhere to the proper safety precautions established by the client while in proximity to their work area, flight-line or maintenance repair center; work may require some physical effort in the handling of light materials, boxes or equipment. The temperature at client locations can vary from controlled to variations off hot/cold when working, standing or walking in or near the flight-line or maintenance repair center.

If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department at (321) 777-3000

Satcom Direct is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.