Support Engineer

Core Responsibilities

Executive & VIP Support

Deliver white-glove IT support to executives and VIP users, developing a deep familiarity with their workflows and technology preferences.

Proactively reach out during critical patching windows, major rollouts, and high-visibility events to ensure zero disruption.

Support executive travel and on-site needs, including internal conferences and off-site engagements.

Environment Ownership & Office Health

Have an intimate understanding of all office hardware. If something is broken, aging, or suboptimal, you are the one who notices and acts.

Proactively replace aging hardware and maintain core VTC (Video Teleconferencing) equipment; identify issues early and never kick the can down the road.

Manage the printer fleet end-to-end, including setup, maintenance, and troubleshooting.

Maintain FOB office environments to ensure they are always in excellent working order.

Incident Management & Root Cause Analysis

Initiate tracking of potential business blocking issues and partner with engineering teams to drive to full resolution.

Go beyond the quick fix — conduct thorough root cause analysis and implement solutions that prevent recurrence.

Apply a proactive troubleshooting mindset to identify systemic issues before they affect users at scale.

Systems Administration & Automation

Install, configure, and maintain Windows and Mac workstations across the organization.

Implementation of process automations that reduce friction and increase team efficiency.

Administer and maintain O365 Groups, distribution lists, calendar permissions, and Auto-Reply configurations.

Troubleshoot and resolve networking and connectivity issues with a solutions-first approach.

Vendor & Product Expertise

Serve as a key stakeholder in the evaluation of new vendors, tools, and products. Looped in early to validate, test, and become a certified SME before any company-wide rollout.

Maintain up-to-date knowledge of emerging technologies relevant to the enterprise environment.

Customer Experience & Relationships

Create clear, empowering how-to guides that help employees solve common issues independently.

Build and maintain strong working relationships with key business stakeholders across departments.

Mentor and support IT Support Specialists, providing guidance, knowledge-sharing, and a steady hand when things get complex.

What We Value

Familiarity with AV systems, Video Conferencing infrastructure, and executive-level support protocols.

A proactive, ownership-driven mindset. You spot problems before users do and act without being asked.

Strong communication skills and an innate ability to build trust with people at all levels of an organization.

Experience mentoring junior team members.

Comfort with automation concepts and a drive to eliminate repetitive manual work.

Logical, methodical approach to troubleshooting with a deep commitment to root cause resolution.

Professionalism, adaptability, and the ability to thrive under pressure and constant shifting priorities.

What We Require

4+ years of experience in desktop or help desk support in a fast-paced environment.

Willingness to participate in an on-call rotation and ability to travel up to 30% of the time.

Deep knowledge of Windows and macOS operating environments and common networking fundamentals.

Hands-on industry experience with LLMs and AI agents, with a deep passion for applying cutting-edge AI technologies to transform IT Support workflows and drive operational excellence.

Hands-on experience with Active Directory, Exchange, and O365 administration, including Groups, distribution lists, and licensing.