Support Engineer

About the Role

A confidential organization is seeking a Support engineer to deliver high-touch technical support to senior business leaders and ensure seamless technology experiences across office, remote, and travel environments. This role is the visible face of IT, providing expert troubleshooting, proactive solutions, and personalized service to high-profile users.

Responsibilities

Executive Support

• Provide 24/7 personalized support to senior executives and stakeholders

• Tailor solutions to individual preferences and handle urgent requests

• Lead executive-focused tech initiatives and manage communications around changes

• Travel to offices, residences, and client sites as needed

Desktop & Mobile Support

• Troubleshoot issues across Windows, MacOS, and mobile platforms

• Support iPhones, iPads, and MDM policies

• Ensure smooth integration of multiple technologies

Application Support

• Assist with Microsoft 365 (Word, Excel, PowerPoint, Outlook, Teams)

• Resolve application-related issues and collaborate with IT teams

Audio Visual Support

• Set up and maintain AV systems and video collaboration tools (Zoom, Slack, Teams, Webex)

• Support hybrid meetings, webinars, and presentations

Remote & On-Site Support

• Provide remote assistance for users working from home or traveling

• Offer on-site support for critical issues and hardware deployments

Security & Compliance

• Educate users on security best practices

• Ensure compliance with internal policies and data protection standards

Documentation & Training

• Maintain records of support activities and system configurations

• Create guides and conduct training sessions

Collaboration & Continuous Improvement

• Work with internal IT teams and external vendors

• Stay current on emerging technologies and suggest process improvements

Qualifications

• Bachelor’s degree in IT or related field (preferred)

• 10+ years of experience in technical or desktop support

• Expertise in Windows, Microsoft 365, and MacOS

• Familiarity with JAMF, Intune, Azure, AWS/AVD

• Experience with Zoom, Slack, Teams, and AV systems

• Bonus: Knowledge of Terraform, GitHub, Azure DevOps, CI/CD pipelines

• Certifications such as CompTIA A+, Microsoft Modern Desktop Administrator, or ACSP are a plus

Skills

• Strong problem-solving and critical thinking

• Excellent communication and interpersonal skills

• Ability to work independently and prioritize tasks

• Customer-focused mindset with a passion for service

• Broad knowledge of IT solutions and services

This position is based near Boston, MA and would require on site work