Senior Executive IT Support Specialist
Role details
Job location
Tech stack
Job description
At NiCE, we don't limit our challenges. We challenge our limits. Always. We're ambitious. We're game changers. And we play to win. We set the highest standards and execute beyond them. And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you., The Senior Executive IT Support Specialist (White Glove / VIP Support) is a high-visibility, customer-focused role responsible for delivering exceptional technical support to executive leadership, senior management, and key business stakeholders. Acting as the face of IT across the organization, this role ensures a seamless technology experience, proactive issue resolution, and a high standard of professionalism. The specialist combines deep technical knowledge with outstanding communication skills, representing the IT department with excellence., VIP & White Glove Support (Primary Responsibility)
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Provide personalized, premium-level support to executives, senior leaders, and VIP users.
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Offer on-site, remote, and direct support during critical meetings, presentations, town halls, and executive sessions.
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Manage and proactively maintain VIP devices: laptops, mobile phones, conferencing equipment, peripherals, and collaboration tools.
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Prioritize urgent VIP incidents and ensure immediate, high-quality resolution.
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Track recurring issues and propose long-term solutions to enhance the VIP technology experience.
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Ensure confidentiality and discretion when handling sensitive data and executive workflows.
Serve as the Face of IT
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Represent the IT Support organization professionally to employees across all levels of the business.
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Build trust through clear communication, ownership, and proactive engagement.
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Participate in cross-department interactions, reinforcing IT's role as a strategic, service-oriented partner.
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Provide updates, insights, and feedback to IT leadership regarding user sentiment and technology challenges.
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Promote IT initiatives, policies, and best practices in a friendly, approachable manner.
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Drive a culture of service excellence, customer focus, and reliability.
Technical Support & Troubleshooting
- Deliver Tier 2 support for hardware, software, networking, collaboration tools (Teams, Zoom), and
workplace technologies.
- Diagnose complex issues and coordinate with internal IT teams (End-Client Architecture, Security,
Networking, Applications) to ensure timely resolution.
- Perform workstation deployments, upgrades, imaging, and configuration.
- Support meetings, video conferencing rooms, and all AV/VC equipment.
- Maintain accurate documentation in ticketing systems and follow ITIL-aligned processes.
Operational Excellence
- Maintain strong knowledge of company systems, services, and device standards.
- Track and maintain assigned IT assets ensuring proper lifecycle, inventory accuracy, and compliance.
- Follow all IT policies, security standards, and operational procedures.
- Contribute to continuous improvement of support processes and playbooks.
- Provide clear written communication, including follow-ups, user updates, and internal documentation.
Requirements
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6+ years of experience in IT Support / Service Desk / Deskside Support roles in corporate or enterprise environments.
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3+ years of experience directly supporting executives, board members, and other VIPs.
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Bachelor's degree in Information Technology, Computer Science, or equivalent experience.
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Strong understanding of networking and network troubleshooting.
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Demonstrated experience supporting executives, management, or VIP users.
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Expertise in Windows, Microsoft 365, Zoom, and iOS platforms.
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Strong knowledge of Windows/Mac OS, Microsoft 365, Teams, mobile OSs, laptops, AV systems, and
enterprise tools.
- Excellent communication, patience, and customer service orientation.
- Ability to work under pressure, manage multiple priorities, and handle sensitive information.
- Professional presence and polished interpersonal skills.
Preferred Qualifications:
- Certifications such as CompTIA A+, Network+, ITIL Foundations, or Microsoft/Apple credentials.
- Experience supporting executive meetings, board sessions, and off-sites.
- Background in ITSM or Agile environments focused on service improvement.
Key Competencies
- High service orientation and empathy.
- Strong sense of ownership and accountability.
- Professional communication (verbal, written, and in-person).
- Technical troubleshooting excellence.
- Discretion and confidentiality.
- Proactive problem solving.
- Ability to calmly handle high-pressure scenarios.
