Staff Technical Support Engineer - White Glove

ServiceNow•Santa Clara, CA

6d•Onsite

About The Position

This role provides dedicated, hands-on technical support for senior executives across all their devices, including laptops, desktops, tablets, and smartphones (iOS & Android). The engineer will configure, maintain, and troubleshoot executive-grade hardware and peripherals, manage the full device lifecycle, and support home-office and travel technology setups. Advanced administration and support of Microsoft 365, Zoom, and other collaboration platforms are key. The role also involves configuring and supporting executive meeting room AV systems, providing critical support during high-stakes meetings, and delivering rapid, professional support for video conferencing issues. Proactive identification and resolution of potential technology disruptions, regular technology health checks, and maintaining a prioritized queue with discretion and clear communication are essential. Collaboration with global IT teams, adherence to security policies, and handling sensitive information with professionalism are also required. The engineer will maintain accurate asset records and continuously evaluate the white-glove support model for improvements.

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