Job Description

Aptiv (NYSE: APTV) is focused on addressing the future needs of the auto industry through improved safety, electrification, and new mobility solutions.  We are now uniquely positioned as the leading global technology company serving both the traditional automotive and new mobility markets.

The main task in a position as a IT Executive Support Specialist is to provide best in class support to Aptiv’s Executive Management Team based in Boston. We are looking for someone to maintain a high degree of professionalism, to have superior hardware and software troubleshooting skills and to possess strong interpersonal skills in order to communicate with Executive stakeholders across the business. This role is highly visible with the Aptiv’s senior leadership team up to and including VP level. A collaborative mindset, strong sense of ownership and impeccable customer service are essential. This position is part of our Corporate Functions located in Boston, MA.

Your Role

You will be a customer service and support evangelist delivering exceptional support to our our C-level leaders and their support staff. The primary focus of this high profile role is to ensure that the technology needs of our Executive team are being addressed proactively. When you are not doing this, you will assist at our helpdesk with in person support for employees. This role also involves scheduled on-call coverage, after hours support, and periodic off-site services for business partners at the executive level, including meetings, conferences, and events.

You will do the following:

Provide extraordinary IT support to customers at the C- level, and ensure an overall high level of customer satisfaction.
Ensure service levels for customers are met, and exceeded - find opportunities for improvements and implement these as needed.
Support endpoint security standards (antivirus/firewall/patching/two-factor authentication)
In partnership with other team members, lead the testing, configuration, installation and repair of IT related equipment (hardware and software) used by the executive team.
Implement global support processes & provide visibility and escalation paths for regional IT teams

Provide support and training for the most common problems through hands-on engagement with executives and staff.
Work with the executive support team to perform computer upgrades and migrations
Document and define executive support best practices
Own and drive IT projects and deliverables for the team
Assist with end user support at the helpdesk and act as an escalation path for our support technicians

Your Background

You are awesome at providing technical support, and love solving problems
You have a high level of integrity and passion about customer service
You can set proper expectations around support and deliverables, and you are sure to follow through with commitments
You have executive presence
You excel at clearly documenting the status of cases and providing updates to management, the team, and end users
You are always learning and expanding your technical expertise in IT supported technologies
You love the details, including maintaining and updating IT documentation and procedures
You love standards and understand that consistency and an adherence to best practices helps any organization scale
You are deadline oriented, and can appropriately prioritize support requests and tasks. You love building relationships, both with customers/business partners, and IT team members alike, and you understand how to tailor your approach to support to your audience
You are passionate about IT end user support and have an excellent background in Mac software and hardware troubleshooting
You understand that the timeliness and availability of support can sometimes make all the difference in how it is received

Requirements:

More than 10 years’ experience in IT Support in a professional environment
At least 3 years of managing a global team
At least 3 years of experience supporting a C-level executive
Strong experience in providing 1st/2nd line IT support
Experience driving support ticket management and tracking
Strong customer service, problem solving and teamwork abilities
Outstanding communication and interpersonal skills
Experience communicating with vendors to manage expectations and relationships
Extensive technical knowledge of Mac OS, Android and Windows 10/11
Deep technical understanding of end-user technologies
Network fundamentals and support experience (network configs, VPN, printing, etc.)
Experience supporting MS Teams or other VOIP systems
Expert in Office365 support and administration (Outlook, Word, PowerPoint, Excel)
Expert in audio/video troubleshooting and support
Ability to participate in an on-call rotation that includes after hours and weekend support
Strong Video Conference and presentation support skills, preferably with MS Teams, Webex and Zoom
Some regional or global travel to support staff and events
Must be legally able to work in the U.S. without requirement of any type of visa sponsorship or transfer - both now or in the future
Must be willing to work on site daily (Seaport area). Commuter benefits are available

Desired Skills:

Previously part of an IT executive support team with leadership and managerial responsibilities
Network troubleshooting experience
Mac, Linux, MCSE or network certifications
LDAP and Active Directory experience
Security, mobile device management

Your Benefits at Aptiv:

Private health care effective day 1 of employment
Life and accident insurance
Hybrid and flexible working hours
Paid Time Off (Holidays, Vacation, Designated time off, Parental leave)
Relocation assistance may be available
Learning and development opportunities
Discount programs with various manufacturers and retailers
Recognition for innovation and excellence
Opportunities to give back to the community
Tuition Reimbursement