VIP Support Engineer - L1
Job Title: VIP Support Engineer – L1(Executive / White-Glove IT Support)Location: Duluth, GAJob SummaryLike a stagehand behind a flawless performance, the VIP Support Engineer ensures every interaction with technology for leadership runs without friction. This role focuses on providing premium, immediate, and discreet IT support to senior executives, ensuring their digital workspace is always reliable, secure, and interruption-free.Key ResponsibilitiesProvide dedicated IT support to VIP users including CEO, COO, Directors, and senior leadershipAct as a single point of contact for all executive technical issuesDeliver white-glove support with high priority response and resolution timesHandle hardware, software, and network troubleshooting for laptops, mobiles, tablets, and peripheralsManage and support video conferencing tools (Zoom, Teams, WebEx) for executive meetingsEnsure meeting room readiness (AV setup, connectivity, presentations) before important callsPerform email and collaboration tool support (Outlook, Office 365, Teams, OneDrive)Assist with password resets, account unlocks, and access issuesCoordinate with L2/L3 teams for complex issues while maintaining ownershipMaintain confidentiality and professionalism while handling sensitive executive dataProvide on-site and remote support, including after-hours if requiredRequired SkillsStrong knowledge of:Windows OS / macOSMicrosoft Office 365 SuiteActive Directory / User ManagementBasic networking (VPN, Wi-Fi, LAN)Experience with remote support tools (RDP, TeamViewer, etc.)Familiarity with mobile device support (iOS, Android)Excellent troubleshooting and problem-solving skillsStrong communication and interpersonal skillsExperience Requirements1–3 years of experience in L1 IT Support / End User ComputingPrior experience supporting VIP users / Executives (CEO, COO, Directors) is highly preferredExperience in handling high-priority or critical incidentsSoft SkillsHigh level of professionalism and discretionAbility to stay calm under pressure—like a steady hand during turbulenceStrong customer service mindset with a proactive approachExcellent time management and multitasking abilityPresentable and confident while interacting with leadershipAdditional ExpectationsWillingness to provide flexible support hours based on executive schedulesAbility to work in a fast-paced, high-visibility environmentStrong focus on user satisfaction and experience