IT Support Engineer (C Level Support)

Blackstone Talent Group; Austin (TX); On-site; USD 120,000 - 180,000; Full time

Job summary

Blackstone Talent Group seeks an Executive IT Support Engineer to deliver white-glove, proactive IT support for C-suite executives and their assistants across a global footprint. The role collaborates with L2/L3 teams, IT Engineering, and vendors to ensure seamless technology experiences.

Ideal candidates have 5+ years in technical IT support, VIP experience, and strong knowledge of Microsoft 365, AD/AAD, Intune, and executive AV systems.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field or equivalent experience.
• 5+ years in technical IT support, with at least 2 years supporting senior leadership/VIP environments.
• Deep understanding of ITIL-aligned IT service operations including incident and asset management.
• Proficiency with Microsoft 365 suite and enterprise mobility management tools (Intune/Autopilot).

Responsibilities

• Serve as dedicated, first-contact IT support for C-suite executives, board members, and senior VP's.
• Provide proactive, anticipatory IT support for meetings, travel, and high-stakes events.
• Deliver hands-on, on-site and remote support with a white-glove service mentality for executive devices and connectivity.
• Troubleshoot across Windows/Mac OS, M365 apps, video conferencing, and executive AV equipment.
• Support travel tech needs including VPN, hotspots, and international connectivity.
• Set up and oversee AV/tech environments for board meetings, all-hands, investor events, and off-sites.

Skills

VIP IT support

ITIL

Microsoft 365

Active Directory

Intune / Autopilot

macOS administration

Executive AV systems

ServiceNow

VPN / remote access

PowerShell scripting

Education

Bachelor's degree in CS/IT

Tools

ServiceNow

Intune

Autopilot

Azure AD

macOS MDM

Job description

Our client is a real estate investment trust that owns, operates and invests in carrier-neutral data centers across the world. The company offers data center, colocation and interconnection services. As of June 2023, our client has 300+ facilities in 50+ metros across 25+ countries on six continents. The company operates in the following regions: the Americas, EMEA, and Asia Pacific.

Purpose

Our client's IT support operates across three levels — L1, L2 and L3 — ensuring end users receive responsive, efficient, and expert support at every tier. L1 serves as the initial contact point; L2 provides advanced on- and off-site support in key offices; and L3 delivers highly specialized knowledge of IT systems and infrastructure.

The Executive IT Support Engineer is a senior-level, dedicated IT professional embedded within the Executive Services function. This role provides white-glove, proactive IT support exclusively to C-suite executives, senior leadership, and their executive assistants across our clients global footprint. Operating with a high degree of discretion and professionalism, the Executive IT Support Engineer anticipates and resolves technology needs before they impact business outcomes, enabling executive productivity at all times — whether in the office, traveling, or in a high-stakes meeting environment.

This role collaborates closely with L2 and L3 IT teams, IT Engineering, and third-party vendors while maintaining a singular focus on executive satisfaction and technology excellence. The position demands exceptional judgment, communication skills, and the ability to operate autonomously in a fast-paced, executive environment.

Must Have:

Experience with Conference Room Hardware

Exchange - must know your way around it

Level of Impact:

Directly supports C-suite and senior leadership productivity. The Executive IT Support Engineer resolves technology issues with urgency and minimal disruption, ensuring executives are fully operational at all times. Performance quality has a direct bearing on organizational leadership effectiveness and our client's external executive brand.

Responsibilities

Executive IT Support

• Serve as the dedicated, first-contact IT support resource for C-suite executives, board members, senior vice presidents, and their executive assistants.
• Provide proactive, anticipatory IT support — identifying and resolving potential technology issues before they arise during critical meetings, presentations, or travel.
• Deliver hands-on, on-site, and remote support with a white-glove service mentality; ensure executive devices, peripherals, and connectivity are always fully operational.
• Troubleshoot and resolve issues across Windows/Mac OS, Microsoft 365 (including Teams, Outlook, SharePoint, OneDrive), mobile devices, video conferencing platforms (Teams, Zoom, Cisco Webex), and executive-grade AV equipment.
• Support executive travel technology needs, including VPN configuration, hotspot setup, device provisioning, and international connectivity readiness.
• Set up and oversee AV and technology environments for board meetings, all-hands events, investor presentations, and executive off-sites — ensuring zero-failure reliability.

Device & Systems Management

• Manage the full lifecycle of executive devices — procurement, configuration, deployment, refresh, and secure decommission — in line with our client's IT standards.
• Maintain an accurate, up-to-date inventory of all executive hardware (laptops, desktops, tablets, mobile devices, peripherals) and software licensing.
• Oversee Mobile Device Management (MDM) enrollment and compliance for all executive devices via Microsoft Intune.
• Administer Active Directory, Microsoft 365, and Intune configurations specific to executive user profiles, ensuring appropriate access controls and security postures.
• Coordinate print and multifunction device management for executive floors and offices.

Security, Compliance & Governance

• Ensure all executive devices and accounts comply with our client's IT security policies, data governance standards, and regulatory requirements.
• Proactively monitor executive devices for security vulnerabilities, applying patches and updates with minimal disruption using Windows Autopilot and Intune.
• Educate executive users on cybersecurity best practices — including phishing awareness, secure access, and data handling — in a concise and non-technical manner.
• Adhere to information confidentiality and executive privacy standards at all times.
• Act as the executive-tier liaison between end users and L1/L3 IT teams, managing escalation paths and ensuring swift resolution of complex issues.
• Partner with IT Engineering and third-party vendors to plan and deliver technology enhancements that improve the executive experience.
• Participate in global and regional IT collaboration to share knowledge, align on best practices, and drive continuous service improvement.
• Contribute to IT project work related to executive user experience improvements and infrastructure upgrades.

Documentation & Reporting

• Log all incidents, requests, and resolutions in the ITSM platform (ServiceNow), maintaining complete and accurate records.
• Develop and maintain documentation for executive-specific IT processes, configurations, and run-books.
• Provide after-hours and on-call support as needed for executive requirements.

Qualifications & Competencies

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• 5+ years of experience in a technical IT support role, with at least 2 years supporting senior leadership or in a VIP/Executive IT capacity.
• Deep understanding of ITIL-aligned IT service operations: incident management, problem management, request fulfilment, access management, and asset management.
• Advanced proficiency in:
• Microsoft 365 (Teams, Outlook, SharePoint, OneDrive, OneNote)
• Active Directory and Azure Active Directory Administration
• Microsoft Intune, Windows Autopilot, and Windows Update for Business
• macOS administration and Apple MDM
• Executive AV systems and boardroom technology
• Print and Multifunction Device Management
• VPN, network connectivity troubleshooting, and remote access solutions
• Experience with ITSM platforms, preferably ServiceNow.
• Asset management expertise — maintaining inventory, tracking status, and managing refresh cycles for executive devices and peripherals.
• Scripting knowledge (e.g., PowerShell) for automation and configuration tasks is a plus.