IT VIP C-Suite Support Specialist Job at Jobs via Dice in Waltham

The IT VIP / C-Suite Support Specialist is responsible for providing white-glove, personalized IT support to executive leadership, including C-suite and senior-level stakeholders. This role ensures uninterrupted technology experience by proactively managing, supporting, and enhancing the digital tools, services, and devices used by VIP users.

Location: Waltham, MA, USA.

Key Responsibilities

• Executive IT Support: Provide dedicated 1:1 IT support to C-level executives, their chiefs of staff, executive assistants, and direct reports.
• Offer on-demand, high-priority troubleshooting for hardware, software, mobile, collaboration tools, video conferencing, and enterprise applications.
• Ensure seamless AV/meeting room support, including pre-meeting checks and real-time troubleshooting for board meetings and executive sessions.

Proactive Experience Management

• Monitor device health, performance, and updates using tools such as Nexthink, Intune, JamfPro or other endpoint management solutions.
• Perform regular health checks on devices, applications, and connectivity (Wi-Fi, VPN, etc.) to reduce downtime and escalations.
• Manage technology refresh cycles for VIP users, including zero-downtime migrations and white-glove device setup.

Communication & Relationship Building

• Act as a trusted advisor and single point of contact for executive technology needs.
• Translate complex IT issues into business-friendly language and ensure proactive follow-ups and closure on issues.
• Maintain discretion and confidentiality in all interactions.

Technical Operations

• Coordinate with infrastructure, network, and application teams to resolve issues.
• Maintain accurate documentation of VIP tech profiles, configurations, and preferences.
• Provide after-hours and on-call support on a rotational or as-needed basis.

Required Skills & Qualifications

• 5+ years in a client-facing IT support role, with at least 2 years supporting executives or VIPs
• Strong proficiency in Windows, macOS, iOS, Android, Microsoft 365, Teams, Zoom, Printing and AV conferencing platforms
• Strong knowledge & experience in Windows Autopilot; Apple Business Manager + Intune / JAMF Pro + maybe basics of EntraID for troubleshooting
• Exceptional troubleshooting and problem-solving abilities under pressure
• Highly professional demeanor, strong emotional intelligence, and excellent communication skills
• Experience with ITSM tools (e.g., ServiceNow), remote support, and endpoint management platforms
• Ability to handle sensitive information with discretion

Preferred Qualifications

• Familiarity with digital workplace experience monitoring tools (e.g., Nexthink, Lakeside)
• Experience supporting international executives across time zones
• ITIL Foundation certification or equivalent experience
• Executive support in a hybrid or global environment

Work Conditions

• Onsite presence required in executive locations and for high-profile events
• Flexibility for occasional travel and on-call support during critical events or outages