Lead Executive Support Engineer

BlackLine•New York, NY

10h

About The Position

BlackLine is seeking a highly skilled and experienced IT Service Desk Professional to provide dedicated technical support to our executive team and other designated VIPs. The ideal candidate will be a proactive, discreet, and customer-focused individual with a strong technical background and the ability to thrive in a fast-paced, high-stakes environment. This role is critical to ensure our executive leadership can work efficiently and securely without interruption. A high degree of confidentiality and discretion is paramount in this position, as is the flexibility to provide support both inside and outside of the office, sometimes at short notice.

Requirements

5+ years of experience in an IT support role, with at least 2 years dedicated to providing VIP or executive-level support.
Proven experience supporting C-level executives and their staff.
Expertise in supporting Windows and macOS environments.
In-depth knowledge of Microsoft 365 (Office, Teams, SharePoint, OneDrive).
Strong experience with mobile device management (MDM) platforms (e.g., Intune, Jamf) and supporting both iOS and Android devices.
Familiarity with networking concepts (TCP/IP, DNS, VPN) and troubleshooting connectivity issues.
Exceptional customer service, communication, and interpersonal skills.
Strong problem-solving and analytical abilities, with the ability to remain calm and professional under pressure.
A superior degree of professionalism, integrity, and the ability to exercise absolute discretion is required.

Responsibilities

Provide a single point of contact for all IT-related issues for executives and VIPs, ensuring a seamless and personalized support experience.
Deliver proactive, hands-on support for all hardware (laptops, mobile devices, peripherals) and software (operating systems, productivity suites, business applications).
Offer immediate, 24/7 on-call support for critical issues, including support required outside of normal office hours, on weekends, and potentially during executive travel.
Set up and support executive-level meetings, including video conferencing, presentations, and other collaborative tools.
Troubleshoot and resolve complex hardware and software issues with a sense of urgency and professionalism.
Manage user accounts, permissions, and access to various systems in accordance with security policies.
Perform regular system maintenance, updates, and health checks on executive devices to prevent potential issues.
Assist with the evaluation and deployment of new technologies to enhance executive productivity and security.
Communicate technical information clearly and concisely to non-technical executives.
Maintain the highest level of confidentiality and discretion when handling sensitive company and personal information.
Develop and maintain strong, positive relationships with executives and their administrative staff.
Document all support activities and resolutions in the IT service management system.