Sr. Onsite Support Engineer

Position Summary

The Senior Onsite Support Engineer provides high-level technical support for end-user systems audio/visual (A/V) technology and executive personnel. This role ensures reliable IT operations across the organization with a strong focus on delivering white-glove service to senior leaders and maintaining a seamless experience in conference rooms meetings and presentations. The ideal candidate combines advanced troubleshooting skills with excellent communication professionalism and discretion.

Key Responsibilities

Executive & VIP Support

• Provide dedicated white-glove IT support to executives and senior staff ensuring rapid response and minimal downtime.

• Manage and support all executive workstations mobile devices and remote access configurations.

• Coordinate with executive assistants to schedule and test A/V and teleconferencing systems before meetings.

• Maintain the highest levels of professionalism confidentiality and attention to detail in all interactions.

Audio/Visual (A/V) and Conference Technology

• Support configure and troubleshoot conference room technologies including Zoom Rooms Teams Rooms projectors displays video conferencing systems microphones and room scheduling devices.

• Partner with facilities and vendors to maintain A/V hardware and ensure optimal functionality.

• Provide on-site A/V support during executive meetings town halls and live events.

• Implement best practices for meeting room setups device management and preventive maintenance.

Desktop & End-User Support

• Provide Tier 2/3 support for desktops laptops printers mobile devices and peripherals.

• Install configure and maintain Windows and macOS systems software and user profiles.

• Troubleshoot complex hardware and software issues; escalate when necessary.

• Support enterprise collaboration tools such as Microsoft 365 Teams Zoom and other productivity suites.

• Maintain asset inventory system images and deployment tools (e.g. Intune SCCM or JAMF).

Operational & Project Support

• Participate in IT infrastructure and end-user computing projects including migrations upgrades and rollouts.

• Contribute to documentation knowledge base articles and training materials.

• Mentor junior support staff and help establish support standards and procedures.

Qualifications

Required:

• 5 years of hands-on desktop or end-user support experience in a corporate environment.

• Strong expertise with Windows 10/11 macOS Office 365 and mobile device management (MDM) platforms.

• Proven experience supporting executive leadership and VIPs with professionalism and discretion.

• Advanced knowledge of A/V systems (Zoom Rooms Microsoft Teams Rooms Crestron Logitech Poly etc.).

• Excellent troubleshooting communication and customer service skills.

Preferred:

• Certifications such as CompTIA A Network Microsoft Certified: Modern Desktop Administrator Associate or ITIL Foundation.

• Experience with Intune SCCM JAMF Active Directory and Group Policy management.

• Familiarity with networking fundamentals (TCP/IP Wi-Fi VPN) and remote access tools.

• Previous experience in a fast-paced executive-facing environment.

Core Competencies

• Exceptional customer focus and interpersonal communication skills.

• Ability to work independently and under pressure in high-visibility situations.

• Strong organizational and time management skills.

• Attention to detail with a proactive problem-solving mindset.

• Discretion and professionalism when handling sensitive or confidential matters.

Physical & Work Environment Requirements

• Ability to lift up to 40 lbs for equipment setups.

• May require occasional after-hours or weekend work for maintenance or executive events.

• Primarily on-site role with potential for hybrid flexibility depending on business needs.