Information Technology Support Engineer

We are seeking a highly capable and service-oriented Executive Technical Support Specialist to join a private office (family office) technology team.

This role provides white-glove technical support to principals, their families, and household staff, ensuring a seamless, secure, and frustration-free technology experience across multiple environments. You will operate as a trusted front-line resource, working closely with engineers and infrastructure teams to deliver responsive, discreet, and high-quality support.

The ideal candidate combines strong technical expertise with exceptional interpersonal skills, sound judgment, and a commitment to service excellence.

Key Responsibilities

White-Glove End User Support

• Provide personalized, high-touch technical support to principals, members, and household staff
• Deliver support across residences, offices, and remote environments (in-person and virtual)
• Resolve efficiently while maintaining a calm, polished, and professional presence

Team-Based Support & Escalation

• Serve as a Tier 1/2 resource within a collaborative technology team
• Triage, prioritize, and escalate issues to engineering or specialized teams as needed
• Maintain ownership of issues resolution, ensuring a seamless experience
• Document activity, solutions, and recurring issues to strengthen team knowledge

Device & Environment Management

• Configure, deploy, and maintain devices across macOS, Windows, and iOS platforms
• Support home offices, personal workspaces, and multi-residence setups
• Assist with residential technology environments, including networking, AV systems, and smart home platforms

Proactive Support &Maintenance

• Perform updates, backups, and system optimizations
• Identify patterns in support requests and recommend long-term improvements
• Contribute to continuous improvement of processes, tools, and standards

Security & Privacy

• Support implementation of personal cybersecurity best practices (e.g., MFA, device security, secure access)
• Assist with secure onboarding of devices and services
• Escalate and coordinate responses to potential concerns with internal teams

Vendor Coordination

• Liaise with vendors (ISPs, AV integrators, providers) as needed
• Track and manage vendor-related issues to completion
• Ensure third-party services meet the standards expectedwithin a private office environment

Qualifications

• 5–8 years of experience in IT support, help desk, or end-user support roles
• Experience supporting executives, private clients, or high-touch environments strongly preferred
• Strong technical proficiency across:
• Apple ecosystem (macOS, iOS, iCloud)
• Windows OS and Microsoft 365
• Mobile devices and cross-platform environments
• Networking fundamentals (Wi-Fi, routers, connectivity troubleshooting)
• Experience working within a structured IT team (ticketing systems, SLAs, escalation workflows)

Core Competencies

• Service Excellence – Delivers a high-touch, detail-oriented support experience
• Collaboration – Works effectively within multi-tiered support and engineering team
• Communication – Clearly technical concepts to non-technical users
• Ownership – Takes responsibility for issues through to full resolution
• Discretion – Handles sensitive personal and information with care
• Adaptability – Comfortable operating across dynamic, multi-location environments

Preferred Experience

• Experience within family office, private office, or high-end services environment
• Familiarity with residential technology systems (e.g., Control4, Crestron, Savant, Sonos)
• Exposure to endpoint management, identity/access tools, or basic scripting

Working Model

• Team-based environment with shared coverage and defined escalation paths
• Combination of on-site (residences/offices), remote and travel support
• Availability for occasional after-hours or urgent support needs

Compensation

• Competitive salary and performance-based bonus, commensurate with experience, along with comprehensive benefits and discretionary incentives. Annual bonuses can average in the 15-20% range.