IT Operations Engineer

JOB DESCRIPTION:
 

The VVIP Tech Support role is dedicated to delivering exceptional, personalized technology support to executive leadership and high-profile clients. This position ensures seamless operation of all technology systems, providing proactive solutions and rapid response to maintain an uninterrupted user experience. The role requires discretion, professionalism, and a commitment to excellence in every interaction.

RESPONSIBILITIES:
 

Core Responsibilities:

• Executive-Level Support:
  Provide white-glove technical assistance to VVIPs, including troubleshooting, configuration, and optimization of hardware, software, mobile devices, and collaboration tools.
• Proactive Technology Management:
  Monitor and maintain systems to prevent disruptions. Anticipate technology needs and implement solutions before issues arise.
• Rapid Issue Resolution:
  Diagnose and resolve complex technical problems across hardware, software, and connectivity with minimal downtime.
• Confidentiality & Security:
  Ensure strict adherence to data privacy and security protocols when handling sensitive information.
• Personalized Technology Consulting:
  Advise executives on emerging technologies, upgrades, and optimizations tailored to their workflows and preferences.
• Disaster Recovery & Continuity:
  Participate in planning and execution of business continuity and disaster recovery strategies for executive systems.
• Documentation & Training:
  Maintain clear documentation of configurations and processes. Provide discreet training and guidance to VVIPs as needed.

Technical Expertise Required:

• Advanced knowledge of Microsoft ecosystems (Windows Server, Exchange, O365).
• Proficiency in mobile device management (iOS, Android) and remote access technologies.
• Strong understanding of networking, voice systems, and security protocols.
• Experience with backup solutions, anti-virus/anti-spam tools, and performance tuning.
• Other duties may be assigned.

Key Attributes:

• Exceptional communication and interpersonal skills.
• Ability to work under pressure with urgency and precision.
• High level of discretion and professionalism.
• Strong problem-solving and analytical skills.

SKILLS, EDUCATION, AND EXPERIENCE:

• Education:
  Bachelor’s Degree in a computer-related field preferred (or equivalent professional experience).
• Experience:
  • 5+ years of progressive IT support experience, with at least 2+ years in executive or VIP technology support.
  • Proven expertise in Ethernet network environments, enterprise-grade peripherals, and advanced troubleshooting.
  • Hands-on experience with server platforms (HP/Compaq, Dell, or equivalent), including deployment and monitoring tools.
  • Strong background in Microsoft ecosystems (Windows Server, Exchange, O365) and mobile device management (iOS, Android).
  • Familiarity with cloud technologies, remote access solutions, and collaboration platforms.
• Technical Skills:
  • Deep understanding of TCP/IP, DHCP, DNS, WINS, and network security principles.
  • Proficiency in endpoint security, backup solutions, and disaster recovery planning.
• Soft Skills & Attributes:
  • Exceptional communication skills (verbal and written) with the ability to interact confidently with senior executives.
  • Strong analytical and problem-solving skills with a proactive mindset.
  • Project management experience for technology rollouts and upgrades.
  • High level of discretion and professionalism when handling sensitive information.
  • Ability to work independently and as part of a team in a fast-paced, high-pressure environment.
• Other Requirements: