Executive Support Engineer
What’s the role
The IT Ops Engineer is the single point of contact for all Executive IT Support needs. These range from performing everyday support tasks including password resets and software installations, to providing advanced support of the latest models of personal mobile devices, planning and executing of meeting support and potentially home visits. The Executive IT Support Engineer will efficiently address the Executive requests whilst minimising IT risk, keeping the users down time at a minimum by providing an enhanced and personalised IT support service for the subscribers at the required location.
What you’ll be doing
As the Executive Support Engineer, you will coordinate and perform Executive IT meeting support. These meetings can range from 1-to-1 videoconference calls, as well as large town halls and/or webcasts, requiring multiple video locations, and up to thousands of attendees. There is a documented process to plan and coordinate these events. This also requires you in room presence at the hosting location, where the EE is the single point of contact for queries and issues during the event. The EE would work with several suppliers to make the meeting/event a success.
The principal accountabilities are:
To be continuously aware of the safety and security considerations required on site and to ensure that all work practices and procedures will be safe to her/him and others
Always maintains effective and professional customer relations
Understands the general sensitivity, priority and urgency around our most senior leaders
Prevents, troubleshoots and solves technical issues reported by end-users within the End User Computing infrastructure
Performs planned and unplanned activities including but not limited to IT PC health checks, pre-travel IT checks, Operating System installations, and maintenance of a variety of personal devices including smartphones, tablets and laptops
Involved in the coordination of individual IT escalations
Provides sound advice and support to Senior Executives on IT related requests or queries within the set boundaries of Information Risk Management, company Demand Policies and other available guidelines
Accurately documents the facts related to the incident or query, the troubleshooting steps taken and its resolution in the relevant ticketing database, as well as the associated time writing activities
Provides end-to-end planning and support for the IT requirements of the (virtual) Executive meetings/events, including Executive IT meeting room setup and event preparation, ensuring a smooth running of the event. Coordinates the follow up of any issues that may arise during the event.
Shares and documents knowledge, thus working in a professional manner and fostering team spirit
Always adheres to a formal dress code and professional conduct
Occasionally travels to support business needs when required, mainly in country
Fulfils the assigned shift during business hours and performs standby duties on a rotational basis
What you bring
Minimum of a Vocational/Diploma/associate degree in a technical field with significant years of relevant work experience
Proficient in IT support, troubleshooting Microsoft OS, Apple iOS, and Microsoft Office products
Skilled in using and supporting collaboration tools and videoconferencing equipment, with in-depth knowledge of MS Teams
Excellent written and verbal language skills in both the local language and English, with the ability to communicate at all organizational levels
Experience with ITIL processes and ServiceNow, with a preference for ITIL Foundation Certification and IT Service Desk experience
Problem-Solving and Independence: Handle stressful situations, work independently, and take ownership when solutions are not obvious.
Teamwork and Communication: Proven team player, deliver excellent customer service, and contribute knowledge in an Agile environment.
Proactive and Structured Approach: Adhere to standards, enable cross-boundary teamwork, and proactively address potential IT-related problems and threats.
What we offer
You bring your skills and experience to Shell and in return you work with talented, committed people on one of the most important challenges facing our planet. You’ll have the opportunity to develop the skills you need to grow in an environment where we value honesty, integrity, and respect for one another. You’ll be able to balance your priorities as you become the best version of yourself.
Progress as a person as we work on the energy transition together.
Continuously grow the transferable skills you need to get ahead.
Work at the forefront of technology, trends, and practices.
Collaborate with experienced colleagues with unique expertise.
Achieve your balance in a values-led culture that encourages you to be the best version of yourself.
Benefit from flexible working hours, and the possibility of remote/mobile working.
Perform at your best with a competitive starting salary and annual performance related salary increase.
Take advantage of paid parental leave, including for non-birthing parents.
Join an organisation working to become one of the most diverse and inclusive in the world. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply.
Grow as you progress through diverse career opportunities in national and
international teams.
Gain access to a wide range of training and development programmes.
We'd like you to know that Shell has a bold goal: to become one of the world’s most diverse and inclusive companies. You can get to know more about how we're working towards that goal, click here.
Shell in The United Kingdom
Shell UK remains one of the North Sea’s biggest producers, supplying around 10% of the UK’s total oil and gas needs. But perhaps the most recognisable face of Shell in the UK is our network of over 1,000 Shell-branded service stations.
In the years ahead, as the UK looks to strengthen energy security and deliver its 2050 net-zero goal, Shell UK aims to play a crucial role. We aim to be a major investor in the UK energy system by helping our customers decarbonise with a focus on transport and industry.