Sr. Field Support Engineer (Executive Support)

McKesson•Irving, TX

16h•Hybrid

About The Position

McKesson is seeking a Sr. Executive Support Engineer to deliver exceptional onsite and remote technical support across a modern enterprise technology environment. This role supports Windows 10/11, macOS, iOS, Microsoft 365 services, endpoint management platforms, hardware troubleshooting, and user access administration while driving operational excellence across multiple locations. The ideal candidate combines deep technical expertise, executive-level customer service, an AI-forward mindset, and a proactive approach to identifying and resolving issues before they disrupt the employee experience. The engineer will use data, automation, AI-enabled tools, monitoring, and recurring-issue analysis to anticipate needs, reduce friction, and continuously improve service delivery.

Requirements

7+ years of experience in IT Support, Desktop Support, Endpoint Support, Field Support, Executive Support, or a related technical support function.
Enterprise experience supporting Windows 10/11, macOS, and iOS devices, including configuration, troubleshooting, updates, security controls, and interoperability.
Experience administering and troubleshooting Microsoft 365 applications and services.
Hands-on experience troubleshooting laptops, desktops, Macs, iPhones, iPads, printers, docking stations, and peripheral devices.
Experience with ServiceNow or a similar IT Service Management platform.
Experience managing users, groups, permissions, and access in Active Directory and Microsoft Entra ID.
Experience supporting endpoint management platforms such as Microsoft Intune and SCCM; familiarity with Apple device management and enrollment workflows.
Demonstrated ability to anticipate user needs, identify recurring patterns, and implement proactive or preventative support actions.
Practical understanding of enterprise AI capabilities, responsible AI principles, data protection, and ways AI can improve support productivity and user experience.
Strong problem-solving, executive presence, customer service, discretion, documentation, and communication skills.

Nice To Haves

Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
Experience supporting executives, executive assistants, or other high-touch user populations.
Experience supporting geographically distributed and multi-site enterprise environments.
Knowledge of endpoint security, compliance, conditional access, mobile device management, and device lifecycle management across Windows and Apple ecosystems.
Experience with Apple Business Manager, Jamf, Microsoft Intune for Apple devices, enterprise iOS enrollment, or comparable Apple management tooling.
Experience with software deployment, operating system imaging, automated provisioning, and zero-touch deployment.
Experience using AI assistants, automation, scripting, knowledge management, or predictive experience tools to improve support outcomes.
Familiarity with PowerShell, shell scripting, workflow automation, and API-based integrations.
Experience coordinating enterprise technology rollouts and hardware refresh projects.
Familiarity with executive A/V support, video conferencing, visual team meetings, town halls, room technology, presenter readiness, and live-event coordination.
Experience mentoring junior engineers or serving as a technical escalation point.
Knowledge of regulated environments such as healthcare, pharmaceutical, or other highly controlled industries.

Responsibilities

Provide advanced support for Windows 10/11, macOS, iOS, and Microsoft 365 applications, including Outlook, Teams, OneDrive, and Office apps.
Troubleshoot and resolve complex hardware and software issues involving Windows PCs, Macs, iPhones, iPads, printers, docking stations, mobile devices, and peripherals.
Deliver high-touch, discreet, and responsive support for executives and their assistants in onsite, remote, and hybrid settings.
Use monitoring, analytics, automation, AI-enabled tools, and trend analysis to identify risks and remediate issues before they affect users.
Apply an AI mindset by evaluating practical use cases, improving workflows, documenting responsible usage, and helping users adopt AI capabilities effectively and securely.
Manage incidents, requests, and problem records in ServiceNow or an equivalent ITSM platform while meeting established service levels and maintaining clear stakeholder communication.
Administer user accounts, permissions, and group memberships within Active Directory and Microsoft Entra ID (Azure AD).
Support device deployment, software distribution, patching, configuration, and compliance through Microsoft Intune, SCCM, Apple management platforms, and related endpoint tools.
Lead hardware refreshes, workstation deployments, technology upgrades, executive onboarding, and site support initiatives.
Collaborate with infrastructure, security, networking, mobility, Apple, Microsoft, and vendor teams to resolve escalations and improve service delivery.
Support executive meeting, video collaboration, and A/V needs, including visual team meetings, town halls, conference rooms, presentation readiness, and coordination with internal or vendor support teams.
Create technical documentation, knowledge articles, end-user guidance, and training materials that make complex technology easy to understand.
Mentor support engineers, share expertise, and convert repeat issues into scalable preventative solutions.