Principal Premium Support Specialist- Onsite in Austin, TX

OEC•Austin, TX

1d•Onsite

About The Position

We’re looking for a highly polished, service-driven technology professional to serve as a dedicated partner to our C-suite and senior leadership team. In this role, you’ll deliver a true “white-glove” experience—anticipating needs, resolving issues with speed and discretion, and ensuring technology simply works. From executive laptops and mobile devices to boardroom AV and secure collaboration tools, you’ll be the trusted expert behind a seamless digital experience. You’ll also play a key role in shaping the future of executive technology, mentoring team members, and elevating service standards across the organization.

Requirements

7+ years of IT support experience, including direct support for executives or VIP users in a corporate environment
Hands-on experience with conference room AV systems, video conferencing platforms, and presentation technology
Experience supporting boardrooms or executive briefing environments
Familiarity with endpoint management tools such as Intune, JAMF, or similar
Exposure to digital signage, room scheduling systems, or smart office technology
Strong proficiency with Windows, macOS, and Microsoft 365
Advanced troubleshooting skills across hardware, software, networking, and mobile devices
Working knowledge of ITSM tools (ServiceNow, Jira Service Management, or similar)
Solid understanding of networking fundamentals (Wi-Fi, VPN, basic routing)
Familiarity with cybersecurity best practices (MFA, phishing awareness, secure device usage)
You communicate with confidence and professionalism, and are comfortable supporting senior executives directly
You operate with discretion and handle sensitive information with care
You stay calm under pressure and effectively manage competing priorities
You anticipate needs before they arise and take a proactive approach to problem-solving
You are adaptable, flexible, and thrive in a fast-paced, high-touch environment
High school diploma or equivalent required
Ability to travel occasionally to support executive off-sites and events

Responsibilities

Deliver proactive, concierge-level technical support to C-suite executives and senior leaders, minimizing disruption and ensuring a frictionless experience
Configure, maintain, and troubleshoot executive devices, including laptops, workstations, peripherals, and mobile devices (iOS and Android)
Own and support boardroom and conference room technology, including AV systems, video conferencing (Zoom, Teams, Webex), and presentation tools
Proactively monitor executive technology environments to identify and resolve issues before they arise
Partner with infrastructure, security, and application teams to escalate and resolve complex technical challenges
Ensure seamless onboarding and offboarding experiences for executive team members
Maintain detailed documentation of executive preferences, configurations, and support history
Support executive travel by preparing devices, connectivity solutions, and remote access tools
Identify and implement improvements to enhance the executive technology experience
Lead the development of standards, processes, and best practices for executive support
Mentor and coach support specialists, fostering a culture of service excellence
Collaborate with IT leadership to evaluate and introduce new technologies
Contribute to strategic initiatives, including AV upgrades, collaboration tools, and meeting space innovation
Support continuous improvement efforts, including SLA development and reporting