IT Support Engineer (Executive / VIP Support)

We are seeking an experienced IT Support Engineer to join a dedicated Executive IT Support team, providing premium technical support to senior leadership and executive staff. This is a high-visibility role that requires exceptional technical expertise, professionalism, discretion, and a customer-first mindset.

The successful candidate will deliver white-glove IT support, ensuring executives receive seamless technology services across office, remote, and travel environments.

Tasks

Executive IT Support

• Provide priority technical support to executive leadership and their support staff.
• Deliver rapid resolution of hardware, software, and connectivity issues.
• Build strong relationships with executive users by understanding their technology preferences and working styles.
• Provide proactive, personalized support to minimize disruptions.

Incident & Service Request Management

• Troubleshoot and resolve desktop, laptop, mobile, and application issues.
• Handle service requests including device deployments, account access, and mobility support.
• Track incidents and requests using ServiceNow or similar ITSM platforms.
• Coordinate and communicate through dedicated support channels.

Device & Workplace Support

• Support Windows and macOS laptops.
• Configure and troubleshoot iPhones, Android devices, tablets, and mobile technologies.
• Ensure devices are fully operational before meetings, travel, and remote work.
• Perform proactive health checks and preventative maintenance.

Meeting & Collaboration Support

• Provide white-glove support for executive meetings and events.
• Perform pre-meeting technology checks including:
• Audio/Visual systems
• Video conferencing
• Network connectivity
• Meeting room equipment
• Deliver real-time support during executive meetings while maintaining a discreet presence.

Onsite & Remote Support

• Deliver onsite executive support from the Paris office.
• Coordinate with regional IT teams to ensure consistent support for executives travelling internationally.
• Maintain a seamless user experience across multiple locations.

Communication

• Respond to support requests via phone, email, Microsoft Teams, and IT service management tools.
• Communicate professionally with senior stakeholders while maintaining confidentiality at all times.

Requirements

Required Skills & Experience:

Technical Skills

• Strong experience supporting Windows and macOS environments.
• Experience supporting iOS and Android mobile devices.
• Knowledge of Mobile Device Management (MDM) solutions.
• Experience with Microsoft Teams, Webex, Microsoft Teams Rooms (MTR), and collaboration technologies.
• Experience using ServiceNow or similar ITSM platforms.
• Knowledge of Audio Visual (AV) systems and meeting room technologies.
• Excellent troubleshooting skills across hardware, software, networking, and end-user computing.

Soft Skills

• Executive-level communication and professionalism.
• Excellent customer service and interpersonal skills.
• Ability to remain calm under pressure and manage high-priority issues.
• Strong ownership, accountability, and attention to detail.
• Ability to work independently and proactively.

What We're Looking For:

• Previous experience supporting executives, VIP users, or C-level leadership is highly preferred.
• Strong problem-solving mindset with the ability to anticipate user needs.
• Ability to maintain strict confidentiality when handling sensitive information.
• Passion for delivering exceptional customer service.

Working Hours:

• Monday to Friday
• 8:00 AM – 4:00 PM (CET)

On-Call Support:

This role includes participation in an on-call rotation (anticipated every other week). Remote support may be required during:

• Evenings
• Weekends
• Public holidays