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.