Senior IT Support Engineer

Digital Realty•Austin, TX

About The Position

The Executive IT Support Engineer is a senior-level IT professional embedded within the Executive Services function. This role provides dedicated, proactive, white-glove support to C-suite executives, board members, senior leadership, and executive assistants across Digital Realty’s global footprint. The engineer anticipates and resolves technology needs to maintain executive productivity in the office, while traveling, and during high-stakes meetings. The position works autonomously and discreetly, collaborating with L1/L2/L3 IT teams, IT Engineering, and third-party vendors while focusing on executive satisfaction and technology excellence. The role covers executive device and systems management, security and compliance, incident escalation, documentation, and technology support for meetings and events. It includes hands-on and remote troubleshooting, lifecycle management for executive devices, Microsoft 365 and endpoint administration, executive AV support, travel readiness, and on-call or after-hours support as needed. The position also contributes to projects that improve the executive user experience and infrastructure.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
At least 5 years of experience in a technical IT support role, including at least 2 years supporting senior leadership or working in VIP/Executive IT.
Deep understanding of ITIL-aligned IT service operations, including incident and problem management, request fulfilment, access management, and asset management.
Advanced proficiency with Microsoft 365, including Teams, Outlook, SharePoint, OneDrive, and OneNote.
Advanced proficiency administering Active Directory and Azure Active Directory.
Advanced proficiency with Microsoft Intune, Windows Autopilot, and Windows Update for Business.
Advanced proficiency in macOS administration and Apple MDM.
Experience with Microsoft Teams Rooms, Zoom Rooms, Cisco Webex, executive AV systems, and boardroom technology.
Experience with iOS and Android mobile device management.
Experience managing print and multifunction devices.
Experience with VPN, network connectivity troubleshooting, and remote access solutions.
Experience with ITSM platforms; ServiceNow is preferred.
Asset management expertise, including inventory maintenance, status tracking, and executive device and peripheral refresh cycles.
Exceptional executive presence, professionalism, and discretion, with comfort operating at the C-suite level.
Excellent verbal and written communication skills in English, including the ability to explain technical matters clearly to non-technical audiences.
Strong customer-service orientation and a proactive, anticipatory approach to executive needs.
Excellent problem-solving skills and the ability to remain calm and effective under pressure.
High attention to detail and a hands-on mentality.
Resilience and adaptability in a dynamic, fast-paced global environment.
Strong prioritization, planning, and time-management skills.
Collaboration and teamwork skills across IT teams, business units, and geographies.
Good relational skills and the ability to build trusted relationships with senior stakeholders.

Nice To Haves

Scripting knowledge, such as PowerShell, for automation and configuration tasks.

Responsibilities

Serve as the dedicated first-contact IT support resource for C-suite executives, board members, senior vice presidents, and their executive assistants.
Provide proactive support by identifying and resolving potential technology issues before critical meetings, presentations, or travel.
Deliver hands-on, on-site, and remote support for executive devices, peripherals, and connectivity.
Troubleshoot issues across Windows, macOS, Microsoft 365, mobile devices, video conferencing platforms, and executive AV equipment.
Prepare executive technology for travel, including VPN configuration, hotspot setup, device provisioning, and international connectivity.
Set up and oversee AV and technology environments for board meetings, all-hands events, investor presentations, and executive off-sites.
Manage executive device lifecycles, including procurement, configuration, deployment, refresh, and secure decommissioning.
Maintain current inventories of executive hardware and software licenses.
Oversee Microsoft Intune MDM enrollment and compliance for executive devices.
Administer Active Directory, Microsoft 365, and Intune configurations for executive profiles, including access controls and security posture.
Coordinate print and multifunction device management for executive floors and offices.
Ensure executive devices and accounts comply with IT security policies, data governance standards, and regulatory requirements.
Monitor devices for vulnerabilities and apply patches and updates with minimal disruption using Windows Autopilot and Intune.
Educate executive users on cybersecurity best practices, including phishing awareness, secure access, and data handling.
Maintain confidentiality and adhere to executive privacy standards.
Liaise between executive users and L1/L3 IT teams, manage escalations, and ensure swift resolution of complex issues.
Partner with IT Engineering and third-party vendors on technology enhancements for the executive experience.
Participate in global and regional IT collaboration and continuous service improvement.
Contribute to projects involving executive user experience improvements and infrastructure upgrades.
Record incidents, requests, and resolutions in ServiceNow with complete and accurate documentation.
Develop and maintain documentation for executive IT processes, configurations, and run-books.
Provide on-call or after-hours support for executive requirements, critical incidents, travel needs, or high-profile events.
Develop technical skills and knowledge in emerging workplace technologies relevant to executive productivity.
Assist with special IT projects or initiatives assigned by the Subregional Head of IT Support.
Perform other duties related to the role as appropriate.