Octave is seeking a personable, customer-focused IT Services Specialist to deliver high-quality technical support to our end users, with a primary focus on our New York City office. This is a highly visible and mission-critical location, regularly supporting executive leadership, investors, and strategic visitors. The ideal candidate is professional, composed under pressure, technically capable, and deeply committed to service excellence.
This role requires a proactive problem-solver who is comfortable operating independently, adapts quickly to new systems and processes, and understands the importance of discretion, responsiveness, and presentation in an executive-facing environment.
The position supports North American users across a broad range of roles, including sales, software development, and administrative staff. Responsibilities include resolving intermediate IT issues, coordinating escalations to specialist teams when appropriate, and owning tickets through successful resolution. A key component of this role is the preparation, support, and management of high-profile executive and investor meetings in our Manhattan office.
- Provide high-quality IT support services for North American internal users, both onsite and via approved remote access tools.
- Respond to and resolve incidents and service requests within the ServiceNow IT Ticketing System in a timely and professional manner.
- Own issues through resolution, escalating complex problems to appropriate technical teams while maintaining clear communication with the end user.
- Prepare, support, and troubleshoot conference rooms and AV technology for executive, investor, and leadership meetings.
- Manage, configure, deploy, and ship end-user hardware within the United States as required.
- Adhere to established IT standards, policies, and documentation, following guidance from senior team members and management.
- Provide on-site technical response for the Manhattan office within 60 minutes when required.
- Work onsite for at least two days per week, with additional in-office presence expected during scheduled meetings and executive events.