Senior Technical Support Engineer

Senior Technical Support Engineer
About the Role

We are seeking a highly skilled Senior Technical Support Engineer to deliver exceptional end-to-end technology support for executives and business users. This individual will serve as the face of IT, providing hands-on support, troubleshooting, problem resolution, and white glove customer service across a wide range of technologies and environments.

The ideal candidate is a seasoned IT professional with extensive experience supporting Windows, Microsoft 365, macOS, mobile devices, collaboration platforms, and executive technology needs. Success in this role requires strong technical expertise, excellent communication skills, sound judgment under pressure, and the ability to quickly resolve complex technical issues while delivering an outstanding user experience.

This position supports business-critical users both remotely and onsite, requiring flexibility, professionalism, and a customer-first mindset.

Key Responsibilities

Desktop & Endpoint Support

• Provide end-to-end technical support for hardware, software, peripherals, and operating systems.
• Troubleshoot technology issues across corporate offices, executive residences, remote work environments, and travel locations.
• Support Windows and macOS devices, along with printers, docking stations, and other peripherals.
• Manage and support iPhones, iPads, and mobile device management (MDM) platforms.
• Ensure seamless integration between multiple technology platforms and services.

Microsoft 365 & Application Support

• Support Microsoft 365 applications including Outlook, Teams, Word, Excel, PowerPoint, OneDrive, and SharePoint.
• Troubleshoot application issues and provide timely resolution.
• Partner with other IT teams to resolve compatibility and application-related issues.

Audio Visual & Collaboration Technology

• Configure, support, and maintain conference rooms and collaboration technologies.
• Support meeting platforms including Microsoft Teams, Zoom, Webex, Slack, and other video conferencing solutions.
• Diagnose and resolve AV issues while ensuring conference rooms remain fully operational.
• Provide white glove support for executive meetings, presentations, webinars, and hybrid events.

Remote & Onsite Support

• Deliver remote technical support for executives and business users working from home or traveling.
• Provide onsite support for high priority incidents, hardware deployments, executive offices, and technology setup.
• Respond quickly to business-critical issues requiring immediate attention.

Executive Technology Support

• Deliver personalized, high-touch technology support for executive leadership and other key stakeholders.
• Understand individual executive preferences and tailor support accordingly.
• Manage urgent technology requests with professionalism and discretion.
• Lead technology initiatives that enhance the executive experience.
• Communicate technology changes, upgrades, and policies impacting executive users.
• Travel to corporate offices, residential locations, client sites, or other business locations as needed.

Security & Compliance

• Promote security best practices and educate users on cybersecurity awareness.
• Ensure compliance with organizational security standards and data protection policies.
• Identify and address potential technology or security risks.

Documentation & Knowledge Sharing

• Maintain accurate documentation of incidents, resolutions, configurations, and support procedures.
• Create end-user documentation and knowledge articles.
• Deliver training sessions for users when appropriate.

Collaboration

• Partner with infrastructure, networking, cloud, security, and application teams to resolve complex technical issues.
• Coordinate with third-party vendors for hardware support, warranty repairs, and software licensing.

Continuous Improvement

• Stay current on emerging technologies, industry trends, and best practices.
• Recommend improvements to support processes, user experience, and technology solutions.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field preferred.
• Approximately 10 years of experience in desktop support, executive support, or enterprise technical support.
• Extensive experience supporting:
  
  
  • Windows operating systems
  • macOS
  • Microsoft 365
  • Mobile devices (iPhone/iPad)
• Experience with JAMF, Microsoft Intune, Microsoft Entra ID (Azure AD), and Desktop-as-a-Service platforms such as AWS WorkSpaces or Azure Virtual Desktop is preferred.
• Experience supporting Microsoft Teams, Zoom, Slack, Webex, or similar collaboration platforms.
• Exposure to Terraform, GitHub, Azure DevOps, Infrastructure as Code (IaC), or CI/CD pipelines is a plus.

Desired Skills

• Strong troubleshooting and analytical problem-solving skills.
• Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
• Exceptional customer service and executive presence.
• Ability to prioritize competing demands in a fast-paced environment.
• Self-motivated with the ability to work independently.
• Broad understanding of enterprise IT infrastructure, endpoint technologies, collaboration platforms, and user support.

Preferred Certifications

• CompTI
• Microsoft Certified: Modern Desktop Administrator Associate
• Apple Certified Support Professional (ACSP)
• Other Microsoft, Apple, or endpoint management certifications are a plus.