Senior Engineer - Enterprise Systems Support
About The Position
The Senior Engineer, IT Support serves as a trusted technology partner for executive leadership, delivering white-glove support to C-suite executives, senior leaders, and their administrative teams. This role is responsible for ensuring a seamless technology experience across endpoint devices, collaboration platforms, mobile technologies, and executive meeting environments. This role will also have the opportunity to drive automation initiatives across the IT organization using emerging AI technologies and scripting, including Claude Code and agentic AI solutions. The ideal candidate possesses strong technical expertise across Windows 11, macOS, Microsoft 365, iOS, and Android platforms, coupled with exceptional customer service and communication skills. They proactively solve complex technical challenges, maintain a high degree of professionalism and discretion, and build trusted relationships with senior stakeholders. In addition to executive support responsibilities, this role participates in project-based work through sprint planning and backlog initiatives, contributing to endpoint management, automation, platform modernization, and continuous service improvements.
Requirements
- 5+ years of experience in enterprise IT support or desktop engineering
- Experience providing executive, VIP, or white-glove support
- Strong troubleshooting experience across Windows 11 and macOS platforms
- Experience supporting Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, and Entra ID
- Experience supporting iOS and Android mobile devices
- Excellent verbal and written communication skills
- Proven ability to handle sensitive and confidential information
- Strong customer service mindset with the ability to build trust and credibility with executives
- Experience working with ticketing systems such as ServiceNow
Nice To Haves
- Experience with Microsoft Intune device management
- Experience with Jamf Pro administration and macOS management
- Familiarity with mobile device management (MDM) platforms
- PowerShell, Bash, or automation scripting experience
- Experience with Microsoft Teams Rooms and collaboration technologies
- Knowledge of Microsoft Entra ID and Microsoft 365 administration
- Experience supporting security, compliance, and audit initiatives
- Agile, Scrum, or sprint-based project delivery experience
- Experience working in regulated financial services or highly secure enterprise environments
Responsibilities
- Provide white-glove technical support for C-suite executives, senior leadership, and Executive Assistants
- Act as a single point of contact for executive technology issues and service requests
- Deliver rapid diagnosis and resolution of hardware, software, mobile, conferencing, and collaboration issues
- Support executive travel, remote work, home office setups, and business-critical events
- Maintain confidentiality and discretion while handling sensitive executive information
- Support and troubleshoot: Windows 11, macOS, Microsoft 365 applications and services (Teams, OneDrive, SharePoint, Outlook), iOS and Android devices, AV and conference room technologies
- Manage device provisioning, upgrades, refreshes, and lifecycle activities
- Assist with endpoint security, patching, and compliance standards
- Deliver a high-quality customer experience through professionalism, empathy, and effective communication
- Demonstrate active listening skills when interacting with customers and colleagues
- Recognize verbal and non-verbal cues that indicate customer concerns, confusion, or understanding
- Verify understanding through clarifying questions and confirmation techniques
- Differentiate between positive and negative customer responses and adapt communication accordingly
- Express empathy and maintain composure during challenging customer interactions
- Participate in Agile sprint planning, backlog grooming, and project delivery activities
- Balance operational support responsibilities with strategic project work
- Contribute to endpoint management initiatives and technology modernization efforts
- Create automation opportunities that reduce manual effort and improve user experience
- Collaborate with infrastructure, security, and engineering teams on service improvements
- Identify, design, and implement automation opportunities that eliminate repetitive manual tasks and improve service delivery efficiency
- Leverage agentic AI platforms, including Claude Code, to accelerate troubleshooting, scripting, documentation, and operational workflows
- Partner with Infrastructure, Security, and Application teams to modernize operational processes through automation and orchestration
- Promote a culture of continuous improvement by identifying opportunities to replace manual processes with intelligent automation and AI-assisted workflows
- Maintain accurate ticket updates and resolution documentation
- Create and update knowledge base articles, standard operating procedures, and support documentation
- Ensure work is performed in a manner that is auditable and aligned with organizational standards
Benefits
- Cross River is an Equal Opportunity Employer.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
