Senior IT VIP Support Specialist

West Coast Vip Support Ambassador

This role is a cornerstone of our Global VIP Support function, responsible for proactive, high-touch ("white-glove") technology support for our most senior leaders and their Executive Assistants (EAs). As the West Coast VIP Support Ambassador, you are the single-threaded owner for executive technology needs in the US Pacific time zone, partnering closely with our NYC (US/Eastern) and Dublin (EMEA) VIP specialists to deliver near 24×5 global coverage. You will blend senior-level IT support with strong AV and collaboration expertise to protect the most critical executive workflows and events. You will also play a key role in developing and delivering IT training for the EA community, and partnering with Internal Comms and AV on All Hands support. This role requires excellent judgment, calm under pressure, empathy, and the ability to drive complex issues to resolution while maintaining executive trust.

Key Responsibilities

• White-Glove Incident Response & Resolution
  • End-to-end ownership of VIP incidents (P0–P3) during West Coast core hours (typically 9:00–18:00 PT).
  • Triage, diagnose, and resolve issues across devices, apps, networking, conferencing, and AV
  • Own communication, status updates, and follow-through until full resolution
  • P0/P1 Live Support:
    • Join meetings live for shadow checks, audio/video verification, and real-time triage
    • Rapidly implement workarounds (room swaps, dial-in bridges, alternate devices) when needed
    • PagerDuty participation:
      • Participate in the global VIP on-call rotation for after-hours/weekend executive incidents
      • Acknowledge and route alerts, escalate per the VIP escalation matrix, and coordinate with NYC/EMEA counterparts
      • Smart handoffs for non-VIP traffic:
        • Quickly identify non-VIP/general tickets, capture clear diagnostic notes, and hand off to regional L2/IT support
        • Remain the escalation point when the issue has executive impact
  • Proactive Care, Stability, & Event / All Hands Support
    • Device health and stability:
      • Perform regular health checks on executive laptops, backup devices, mobile devices, and conferencing apps
      • Ensure OS, security tooling, collaboration apps, and certificates are up to date prior to key events or travel
    • High-stakes events & All Hands support:
      • Own technical prep for West Coast-based Board meetings, earnings calls, All Hands, customer keynotes, and other VIP events
      • Partner with Internal Comms on All Hands execution, including:
        • Slide advancement and content playback
        • Run-of-show adherence and timing
        • Panelist confirmation, speaker tech checks, and backup plans
      • Partner with the AV team to provide backstage live support, including green room coordination, backstage comms, and rapid issue triage during broadcasts
      • AV/room expertise:
        • Maintain a deep understanding of executive rooms and spaces (Zoom Rooms, Teams rooms, DSPs, control systems, cameras, mics)
        • Partner with AV Engineering to quickly remediate recurring room issues and ensure executive spaces meet reliability targets
      • Automation mindset:
        • Identify repeatable VIP support workflows and collaborate with IT/AV engineering to automate (e.g., monitoring alerts, health checks, loaner kit workflows, report generation)
    • Executive Relationship Management, EA Training & Travel Support
      • Single-threaded owner for a portfolio of executives/EAs:
        • Build trusted relationships with executives and their EAs as their direct technology partner
        • Conduct regular check-ins to understand pain points, preferences, upcoming travel, and event calendars
      • EA IT training & enablement:
        • Design and deliver IT training and development programs for the EA team, focused on collaboration tools, meeting best practices, AV room usage, and VIP playbooks
        • Create short guides, office hours, and targeted sessions to help EAs execute complex events and day-to-day workflows with less friction
      • Travel & remote support:
        • Prepare travel briefs (devices, adapters, connectivity, security, backup options) for executive trips
        • Coordinate with hotels, venues, and customer sites on AV and network readiness when required
        • Provide occasional on-site support at home offices or offsite locations as needed
      • Documentation & knowledge sharing:
        • Keep VIP runbooks, playbooks, and checklists current for core tools (Zoom, Teams, WebEx if used, room systems, travel setups)
        • Contribute to internal knowledge bases to reduce repeat incidents and enable broader IT teams and EAs to support executives effectively

  Success Measures and Expectations

  • 0–30 Days: Foundational Readiness & Onboarding
    • Fully up to speed on the services and technologies we deploy and maintain
    • Successfully passed a mock P0 drill, demonstrating calm under pressure and ability to use communication templates
    • Complete full runbook, PagerDuty, and Zendesk workflow training
    • Shadow two full on-call rotations before taking primary ownership
  • 30–90 Days: Independent Ownership & Proactive Action
    • Independently handle day-to-day VIP IT tasks and manage regional handoffs at shift end
    • Actively initiate monthly VIP device health checks for assigned executive portfolios
    • Fully own triage and resolution for VIP P0/P1 incidents within assigned SLAs (e.g., P0 First Response < 15 min; P1 First Response < 30 min)
    • Begin actively developing novel solutions to inefficient processes and problems in your region
  • 90 Days – 1 Year: Efficiency, Strategy & Process Ownership
    • Achieve and consistently maintain high weekend SLA compliance (>98%) for PagerDuty coverage
    • Lead quarterly EA roundtable/account reviews for your assigned executive portfolio
    • Drive a measurable decrease month-over-month in repeat incidents by owning and implementing preventative actions
    • Think largely in terms of efficiency, using the skills necessary to execute on automation ideas, and become a trusted technical voice in the organization

Candidate Profile

Required

• Experience:
  • 5+ years in IT end-user support, service desk, or field support
  • Meaningful experience (ideally 2+ years) supporting senior leaders, high-touch stakeholders, or VIP users
• Platform & tooling fluency:
  • Strong experience with macOS and Windows, common productivity suites (Google Workspace and/or Microsoft 365), and modern endpoint management
• Troubleshooting strength:
  • Proven ability to troubleshoot complex, end-to-end issues across devices, networks, identity, and collaboration tools
• Comfortable working in ambiguous, time-sensitive situations and making practical tradeoffs
• Collaboration, AV & live events:
  • Hands-on experience with video conferencing platforms (Zoom, Zoom Rooms, Teams, etc.) and meeting room systems
  • Experience supporting live events or All Hands (e.g., slide advancement, panelist support, run-of-show execution)
  • Familiarity with common AV components (cameras, microphones, DSPs, control panels) and how they interact in a room
• Training & communication:
  • Exceptional written and verbal communication skills
  • Experience explaining workflows, tools, or best practices to non-technical users, and adapting training material for an EA audience