Sr. Technical Support Specialist, Executive Support & Conferencing

Gartner•Fort Myers, FL

17h•Hybrid

About The Position

We are looking for a Sr. Technical Support Specialist who views IT through the lens of customer service and associate experience. You aren't just fixing laptops; you are responsible for frictionless workplace and productivity for our 12 C-Suite officers and 150 global VIPs. Your goal is to eliminate friction before it reaches the executive’s desk. You are a creative problem solver who navigates the complexities of a global enterprise to deliver a seamless, "always-on" experience.

Requirements

7+ years in IT support with at least 3 years in a dedicated Executive/VIP support capacity.
Mastery of Windows/macOS, MDM (Intune/Jamf), Office 365, Zoom/Teams, Webex Rooms, and high-end AV integration.
Proficiency in supporting mobile ecosystems (iOS/Android) and home networking security (mesh networks, VPNs).
Exceptional communication. The ability to remain calm under pressure and explain complex tech in simple, professional terms.
Proven ability to take full ownership of escalated issues in difficult situations, driving them to resolution with empathy and professional rapport.
Excellent communicator, able to deal independently with staff at all levels in the organization including senior executives (verbal and written).

Responsibilities

Serve as the dedicated point of contact for the C-Suite.
Provide immediate, high-touch resolution for all hardware (Mac/PC), mobile (iOS/Android), and software needs.
Analyze recurring executive pain points and work across the IT organization to implement permanent, creative fixes that simplify the user interface.
Conduct daily "sweeps" of executive offices and conference rooms to ensure all systems (AV, connectivity, peripherals) are 100% operational before the business day begins.
Take full ownership and resolve escalated support tickets including tasks, incidents and project tickets, providing advanced troubleshooting skills and utilizing available resources, ensuring timely follow-through and resolution.
Accurately assign, document, communicate, resolve, or escalate tickets as appropriate, adhering to established standards, processes and metrics.
Consistently provide friendly, empathetic, and professional support to all associates.
Strive to exceed associate expectations by actively listening, addressing concerns promptly, and following up to ensure satisfaction.
Build trust and rapport with associates through each interaction.
Partner with IT and Event Management to lead technical execution for high-profile Meetings and Board Meetings.
Monitor high-stakes executive meetings in real-time, providing an "invisible" presence to resolve audio, visual, or connectivity issues.
Travel to Gartner Conferences and Events to provide exceptional support to our associates.
Act as a consultative partner to executive assistants and event planners. You must go beyond a "list of equipment" to understand the intent of the meeting—be it a high-stakes board vote, a global town hall, or a confidential strategy session—and tailor the solution accordingly.
Curate the optimal stack for each event. Whether it’s selecting the right high-gain microphones, ensuring redundant connectivity uplinks, or choosing between Zoom/Teams/Webex/Vimeo platforms, you ensure the tools match the gravity of the occasion.
Establish a "T-Minus" protocol. You will lead "Pilot Tests" 48 hours prior and "Live Staging" 24 hours prior. This includes testing every cable, checking "dead zones" in wireless coverage, and verifying that the CEO’s specific peripherals are synced and charged.
Facilitate "tech rehearsals" with presenters to ensure they are comfortable with the interface, lighting, and audio levels, eliminating "first-minute jitters" caused by unfamiliar technology.
During the event, you or your team will maintain a "War Room" posture. You will utilize real-time monitoring dashboards (e.g., bandwidth health, AV signal paths, and platform stability) to identify and remediate potential packet loss or audio clipping before the participants notice.
Ensure every interaction is documented with precision. Use this data to identify trends and propose policy improvements.
Act as the technical lead for VIP-focused initiatives, such as implementing new encryption standards or deploying next-gen collaboration tools.
Act as the Subject Matter Expert for the broader Technical Support team, elevating the overall quality of support across the region.
Manage the procurement, imaging, and deployment of VIP assets. No device should ever reach an executive without being fully "personality-mapped" to their specific workflow.
Travel to remote offices or executive residences as required to provide onsite support and build personal rapport, ensuring their home-office technology is as robust as the corporate HQ.

Benefits

Competitive compensation.
Limitless growth and learning opportunities.
A collaborative and positive culture - join a diverse team of professionals that are as smart and driven as you.
A chance to make an impact – your work will contribute directly to our strategy.
Enjoy the flexibility of working from home and the energy of collaborating with peers in our dynamic offices.
20+ PTO days plus holidays and floating holidays in your first year.
Extensive medical, dental insurance and vision plan.
401K with corporate match, immediate vesting.
Health-and-wellness-related allowance programs.
Parental leave.
Tuition reimbursement.
Employee Stock Purchase Plan.
Employee Assistance Program.
Gartner Gives Charity Match.