Senior Engineer, Cross River

• The ideal candidate possesses strong technical expertise across Windows 11, macOS, Microsoft 365, iOS, and Android platforms, coupled with exceptional customer service and communication skills
• 5+ years of experience in enterprise IT support or desktop engineering
• Experience providing executive, VIP, or white-glove support
• Strong troubleshooting experience across Windows 11 and macOS platforms
• Experience supporting Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, and Entra ID
• Experience supporting iOS and Android mobile devices
• Excellent verbal and written communication skills
• Proven ability to handle sensitive and confidential information
• Strong customer service mindset with the ability to build trust and credibility with executives
• Experience working with ticketing systems such as ServiceNow

Desirable

• The Senior Engineer, IT Support serves as a trusted technology partner for executive leadership, delivering white-glove support to C-suite executives, senior leaders, and their administrative teams
• This role is responsible for ensuring a seamless technology experience across endpoint devices, collaboration platforms, mobile technologies, and executive meeting environments
• This role will also have the opportunity to drive automation initiatives across the IT organization using emerging AI technologies and scripting, including Claude Code and agentic AI solutions
• They proactively solve complex technical challenges, maintain a high degree of professionalism and discretion, and build trusted relationships with senior stakeholders
• In addition to executive support responsibilities, this role participates in project-based work through sprint planning and backlog initiatives, contributing to endpoint management, automation, platform modernization, and continuous service improvements
• Provide white-glove technical support for C-suite executives, senior leadership, and Executive Assistants
• Act as a single point of contact for executive technology issues and service requests
• Deliver rapid diagnosis and resolution of hardware, software, mobile, conferencing, and collaboration issues
• Support executive travel, remote work, home office setups, and business-critical events
• Maintain confidentiality and discretion while handling sensitive executive information
• Support and troubleshoot:
• Windows 11
• MacOS
• Microsoft 365 applications and services
• Teams, OneDrive, SharePoint, Outlook
• IOS and Android devices
• AV and conference room technologies
• Manage device provisioning, upgrades, refreshes, and lifecycle activities
• Assist with endpoint security, patching, and compliance standards
• Deliver a high-quality customer experience through professionalism, empathy, and effective communication
• Demonstrate active listening skills when interacting with customers and colleagues
• Recognize verbal and non-verbal cues that indicate customer concerns, confusion, or understanding
• Verify understanding through clarifying questions and confirmation techniques
• Differentiate between positive and negative customer responses and adapt communication accordingly
• Express empathy and maintain composure during challenging customer interactions
• Participate in Agile sprint planning, backlog grooming, and project delivery activities
• Balance operational support responsibilities with strategic project work
• Contribute to endpoint management initiatives and technology modernization efforts
• Create automation opportunities that reduce manual effort and improve user experience
• Collaborate with infrastructure, security, and engineering teams on service improvements
• Identify, design, and implement automation opportunities that eliminate repetitive manual tasks and improve service delivery efficiency
• Leverage agentic AI platforms, including Claude Code, to accelerate troubleshooting, scripting, documentation, and operational workflows
• Partner with Infrastructure, Security, and Application teams to modernize operational processes through automation and orchestration
• Promote a culture of continuous improvement by identifying opportunities to replace manual processes with intelligent automation and AI-assisted workflows
• Maintain accurate ticket updates and resolution documentation
• Create and update knowledge base articles, standard operating procedures, and support documentation
• Ensure work is performed in a manner that is auditable and aligned with organizational standards
• Success in This Role Looks Like:
• Executive leaders consistently view IT as a trusted partner and strategic resource
• Executive issues are resolved quickly with minimal escalations
• High levels of customer satisfaction are achieved through exceptional service and communication
• Executive productivity is protected through proactive support and risk mitigation
• Tickets are documented thoroughly and meet organizational quality standards
• Root causes are identified and recurring issues are reduced over time
• Sprint commitments and project deliverables are completed without negatively impacting operational support
• Knowledge sharing and documentation contribute to a more efficient and scalable support organization