Staff Technical Support Engineer - White Glove
About The Position
This role provides dedicated, hands-on technical support for senior executives, ensuring seamless daily operations across all their devices and technology. The engineer will manage the full device lifecycle, support home and travel technology setups, administer collaboration platforms, and maintain executive-grade AV systems. A key aspect of the role is anticipating executive needs, proactively addressing potential technology disruptions, and performing regular technology health checks. The position requires maintaining a prioritized queue, resolving requests with urgency and discretion, and coordinating with global IT teams. Ensuring executive devices and accounts adhere to security policies, executing endpoint protection, and handling sensitive information with professionalism are also critical responsibilities. The role involves continuous evaluation and recommendation of improvements to the white-glove support model.
Requirements
- At least 5+ years of hands-on end-user computing support experience, including at least 2 years supporting senior executives or VIPs
- Proficiency in macOS, Windows 10/11, iOS, and Android in enterprise environments
- Deep expertise in Microsoft 365, Exchange Online, SharePoint, OneDrive, Teams, and Intune/MDM platforms
- Strong working knowledge of networking fundamentals — TCP/IP, Wi-Fi, VPN, DNS
- Demonstrable experience with enterprise AV and video conferencing platforms (Zoom, Cisco Webex, Teams Rooms)
- Exceptional written and verbal communication skills — ability to translate complex technical issues into clear, non-technical language for executive audiences
- High emotional intelligence, discretion, and executive presence
- Ability to work 5 days per week on-site and travel approximately 20%
Responsibilities
- Provide dedicated, hands-on technical support for senior executives across all devices — laptops, desktops, tablets, and smartphones (iOS & Android)
- Configure, maintain, and troubleshoot executive-grade hardware and peripherals, ensuring zero-friction daily operations
- Manage executive device lifecycle: procurement, imaging, setup, refresh, and retirement
- Support home-office and travel technology setups, including connectivity, AV, and peripherals
- Administer and support Microsoft 365, Zoom and other collaboration platforms at an advanced level
- Configure and maintain executive-specific meeting room AV systems; provide on-site and remote support during critical meetings and board events
- Deliver rapid, professional support for video conferencing issues — before, during, and after high-stakes sessions
- Anticipate executive needs and proactively address potential technology disruptions before they impact business
- Perform regular technology health checks for executive devices and accounts
- Maintain a prioritized queue and resolve executive requests with urgency, discretion, and clear communication
- Coordinate with IT teams globally to ensure seamless escalation and resolution
- Ensure executive devices and accounts adhere to ServiceNow's security policies and compliance standards
- Execute endpoint protection, MDM enrollment, and security patch management with zero-disruption methodology
- Handle sensitive information with absolute discretion and professionalism
- Maintain accurate asset records, SOPs, and runbooks for executive support processes
- Continuously evaluate and recommend improvements to the white-glove support model
Benefits
- health plans
- flexible spending accounts
- 401(k) Plan with company match
- ESPP
- matching donations
- flexible time away plan
- family leave programs
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
