VIP Support Engineer – L1

Job Title: VIP Support Engineer – L1

(Executive / White-Glove IT Support)

Location: Duluth, GA

Job Summary

Like 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 Responsibilities

• Provide dedicated IT support to VIP users including CEO, COO, Directors, and senior leadership
• Act as a single point of contact for all executive technical issues
• Deliver white-glove support with high priority response and resolution times
• Handle hardware, software, and network troubleshooting for laptops, mobiles, tablets, and peripherals
• Manage and support video conferencing tools (Zoom, Teams, WebEx) for executive meetings
• Ensure meeting room readiness (AV setup, connectivity, presentations) before important calls
• Perform email and collaboration tool support (Outlook, Office 365, Teams, OneDrive)
• Assist with password resets, account unlocks, and access issues
• Coordinate with L2/L3 teams for complex issues while maintaining ownership
• Maintain confidentiality and professionalism while handling sensitive executive data
• Provide on-site and remote support, including after-hours if required

Required Skills

• Strong knowledge of:
• Windows OS / macOS
• Microsoft Office 365 Suite
• Active Directory / User Management
• Basic 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 skills
• Strong communication and interpersonal skills

Experience Requirements

• 1–3 years of experience in L1 IT Support / End User Computing
• Prior experience supporting VIP users / Executives (CEO, COO, Directors) is highly preferred
• Experience in handling high-priority or critical incidents

Soft Skills

• High level of professionalism and discretion
• Ability to stay calm under pressure—like a steady hand during turbulence
• Strong customer service mindset with a proactive approach
• Excellent time management and multitasking ability
• Presentable and confident while interacting with leadership

Additional Expectations

• Willingness to provide flexible support hours based on executive schedules
• Ability to work in a fast-paced, high-visibility environment
• Strong focus on user satisfaction and experience