Principal Premium IT Support Specialist- Onsite in Austin, TX

Francisco Partners; Austin (TX); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical, Dental, Vision benefits

401(k) with company match

Unlimited Flex Time Off + 10 holidays

Professional development programs

Employee discounts

Job summary

Francisco Partners is seeking a highly polished, on-site Executive IT Support Specialist to serve the C-suite and senior leadership with a true white-glove technology experience.

You will configure and maintain executive devices, manage boardroom AV, video conferencing, and secure collaboration tools, while mentoring a team and shaping service standards across the organization. This role requires discretion, travel occasionally, and a passion for proactive problem-solving.

Qualifications

• 7+ years IT support, exec/VIP experience in a corporate setting.
• Experience with boardroom AV and conferencing tech.
• Experience supporting executive briefing environments.
• Familiar with Intune, JAMF or similar endpoint management tools.
• Exposure to digital signage, room scheduling systems, or smart office tech.

Responsibilities

• Deliver concierge-level technical support to C-suite and senior leaders, minimizing disruption.
• Configure, maintain, and troubleshoot executive devices (laptops, workstations, peripherals, mobile devices).
• Own and support boardroom/ conference room tech (AV, video conferencing, presentation tools).
• Proactively monitor executive tech environments to identify and resolve issues early.
• Partner with infrastructure, security, and apps teams to resolve complex challenges.
• Ensure seamless onboarding/offboarding experiences for executive team members.
• Maintain detailed documentation of executive preferences, configurations, and support history.
• Support executive travel with devices, connectivity, and remote access tools.
• Identify and implement improvements to enhance the executive tech experience.
• Lead standards, processes, and best practices for executive support.
• Mentor and coach support specialists to uphold service excellence.
• Collaborate with IT leadership to evaluate new technologies.
• Contribute to strategic initiatives like AV upgrades and meeting space innovations.
• Support continuous improvement efforts including SLA development and reporting.

Skills

Executive support

On-site support

Communication

Discretion

Problem solving

Education

High school diploma

Tools

Intune

JAMF

ServiceNow

Wi-Fi/VPN

Zoom

Job description

Overview

We’re looking for a highly polished, service driven technology professional to serve as a dedicated partner to our C-suite and senior leadership team. In this role, you’ll deliver a true “white-glove” experience - anticipating needs, resolving issues with speed and discretion, and ensuring technology simply works.From executive laptops and mobile devices to boardroom AV and secure collaboration tools, you’ll be the trusted expert behind a seamless digital experience. You’ll also play a key role in shaping the future of executive technology, mentoring team members, and elevating service standards across the organization.This role will be required to be on-site as needed.

What You’ll Do

• Deliver proactive, concierge-level technical support to C- suite executives and senior leaders, minimizing disruption and ensuring a frictionless experience
• Configure, maintain, and troubleshoot executive devices, including laptops, workstations, peripherals, and mobile devices (iOS and Android)
• Own and support boardroom and conference room technology, including AV systems, video conferencing (Zoom, Teams, Webex), and presentation tools
• Proactively monitor executive technology environments to identify and resolve issues before they arise
• Partner with infrastructure, security, and application teams to elevate and resolve complex technical challenges
• Ensure seamless onboarding and offboarding experiences for executive team me mbers
• Maintain detailed documentation of executive preferences, configurations, and support history
• Support executive travel by preparing devices, connectivity solutions, and remote access tools
• Identify and implement improvements to enhance the executive technology experience
• Lead the development of standards, processes, and best practices for executive support
• Mentor and coach support specialists, fostering a culture of service excellence
• Collaborate with IT leadership to evaluate and introduce new technologies
• Contribute to strategic initiatives, including AV upgrades, collaboration tools, and meeting space innovation
• Support continuous improvement efforts, including SLA development and reporting

What You Bring

• 7+ years of IT support experience, including direct support for executives or VIP users in a corporate environment
• Hands- on experience with conference room AV systems, video conferencing platforms, and presentation technology
• Experience supporting boardrooms or executive briefing environments
• Familiarity with endpoint management tools such as Intune, JAMF, or similar
• Exposure to digital signage, room scheduling systems, or smart office technology

Technical Expertise

• Strong proficiency with Windows, macOS, and Microsoft 365
• Advanced troubleshooting skills across hardware, software, networking, and mobile devices
• Working knowledge of ITSM tools (ServiceNow, Jira Service Management, or similar)
• Solid understanding of networking fundamentals (Wi-Fi, VPN, basic routing)
• Familiarity with cybersecurity best practices (MFA, phishing awareness, secure device usage)

How You Work

• You communicate with confidence and professionalism, and are comfortable supporting senior executives directly
• You operate with discretion and handle sensitive information with care
• You stay calm under pressure and effectively manage competing priorities
• You anticipate needs before they arise and take a proactive approach to problem-solving
• You are adaptable, flexible, and thrive in a fast-paced, high-touch environment

Additional Details

• High school diploma or equivalent required
• Ability to travel occasionally to support executive off-sites and events

What We Offer:

• Full benefits starting Day 1: Medical, Dental, and Vision
• 401(k) with company match
• Unlimited Flex Time Off plus 10 company-paid holidays
• Professional development programs and tuition assistance
• Employee resource groups and exclusive employee discounts