Job Description

Role Summary

Our IT teams support more than 5,000 end users within the business who rely on our technology and processes to enable them to be effective. We are the first point of contact to support, guide, and solve their IT incidents and requests, and you will be supporting our evolution to deliver a best-in-class service, exceeding our end user expectations globally. 

As an IT Support III, you will play a pivotal role in the development and mentoring of interns and IC1/IC2 engineers, while serving as the primary point of technical escalation for the IT Service organization. You will own processes, lead projects, define standards, and drive innovation across IT services with a measurable impact on departmental operations and outcomes. This role combines hands-on technical expertise, Ownership, project management, and the ability to guide the strategic direction of IT services. 

• Primary Responsibilities: 
• Executive & VIP Support - Provide proactive white‑glove support for Executives/VIPs, including live call assistance, education, event support, and anticipatory issue prevention. 
• Automation & Operational Efficiency - Lead automation initiatives using Power Automate and similar tools; identify repetitive tasks and maintain the automation roadmap. 
• Technical Ownership & Escalation - Act as the escalation point for IC1/IC2 engineers, mentor junior staff, and resolve complex technical issues. 
• Training & Development - Own the upskilling roadmap for IC1/IC2 engineers and deliver structured technical training. Coordinate and deliver global training sessions across two time‑zone‑aligned sessions with SMEs 
• Additional Responsibilities: 
• Major Incident, Problem & Service Management - Lead/support major incidents, root‑cause analysis, structured Problem Management, ITSM process ownership, SLA/OLA reporting, and policy/governance compliance. 
• Innovation & Continuous Improvement - Improve CSAT, FTR, Resolution Times, and IQRs; drive modernization and innovation; participate in research time; promote creative problem‑solving; maintain high‑touch VIP service. 

• Required Experience
• Minimum of 5 years in IT support/engineering with executive‑level, VIP, or white glove support experience. 
• Strong foundation in modern IT practices, technologies, policies, and procedures. 
• Automation & Power Automate 
• Strong hands‑on experience building Power Automate flows and automation logic. 
• Ability to map processes, identify automation opportunities, and deliver end‑to‑end workflow automation. 
• Skilled in eliminating repetitive tasks, improving efficiency, and integrating Power Automate with M365 services. 
• Experience maintaining automation standards, documentation, and governance. 
• Ownership, Mentorship & Growth 
• Experience mentoring engineers and supporting leadership initiatives. 
• ITIL v4 Foundation preferred; comfortable partnering with senior stakeholders. 
• OS & Device Troubleshooting 
• Awareness of enterprise AV systems and conferencing technologies. 
• Proficient troubleshooting across Windows/macOS using diagnostic tools. 
• Skilled with laptops, desktops, printers, mobile devices, and peripherals. 
• Expert support for Microsoft 365, email platforms, Zoom, and enterprise productivity tools. 
• Solid understanding of VPN, LAN/WAN, Wi‑Fi, and basic server/connectivity troubleshooting. 
• Familiar with Intune, JAMF, Entra ID (Azure AD), and Windows Server AD. 
• Knowledge of antivirus, encryption, authentication policies, and malware prevention. 
• Understanding of cloud and SaaS concepts; capable of troubleshooting cloud‑integrated environments. 
• Strong diagnostic capability and data‑driven decision‑making across IT domains. 

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