Role: VIP / Site Support Technician Location: - San Francisco, CA Duration: Long Term Experience: 8+ Years
Visa: H1b, & TN
Department: IT Operations Reports To: IT Operations Manager / Site Support Manager
Position Overview the VIP / Site Support Technician serves as a trusted technical expert, delivering high-touch executive support while ensuring the stability, reliability, and continuous improvement of on-site workplace technology services. This role provides white-glove support to executive leadership, acts as the senior escalation point for complex technical issues and drives operational excellence across the site support environment. In addition to hands-on technical support, the Senior VIP / Site Support Technician plays a key role in mentoring junior technicians, improving support processes, and partnering with cross-functional IT teams to deliver a seamless technology experience for employees and leadership. This role requires strong technical expertise, discretion, proactive problem-solving, and the ability to operate effectively in high-visibility environments. Key Responsibilities Executive & VIP Technology Support
Deliver white-glove, high-priority technical support to executive leadership and other designated VIP stakeholders.
Ensure meeting readiness and executive technology reliability for board meetings, leadership sessions, and high-visibility company events.
Proactively maintain executive workstations, mobile devices, and collaboration environments to minimize disruptions.
Provide rapid response and resolution for executive issues while maintaining confidentiality and professionalism.
Anticipate executive technology needs and recommend improvements to enhance productivity. Technical Escalation & Troubleshooting
Serve as the senior escalation point for complex desktop, mobility, collaboration, and workplace technology issues.
Troubleshoot and resolve advanced issues involving operating systems, authentication systems, endpoint management, and enterprise applications.
Collaborate with network, security, systems, and application teams to diagnose and resolve cross-functional technical issues.
Identify recurring issues and drive root cause analysis and permanent resolution.
Site Technology Ownership
Maintain operational readiness of office IT infrastructure, including endpoints, collaboration technology, conference rooms, and shared devices.
Oversee and maintain conference room AV systems and video conferencing platforms, ensuring reliable collaboration experiences.
Lead or support site technology initiatives, including office expansions, equipment refreshes, and technology upgrades.
Act as the primary technical representative for the site, coordinating with facilities and business stakeholders. Service Excellence & Process Improvement
Drive improvements in support processes, service delivery standards, and user experience.
Develop and maintain knowledge articles, troubleshooting guides, and documentation.
Analyse ticket trends and identify opportunities to improve efficiency, automation, and service reliability.
Promote adherence to IT service management best practices and service level objectives.
Mentorship & Team Leadership
Provide guidance and mentorship to junior technicians and site support staff.
Assist in onboarding and training new team members.
Promote consistent service standards and knowledge sharing across the support organization.
Act as a technical leader within the team and a trusted partner across IT operations. Incident & Service Request Management
Manage and resolve high-impact incidents and service requests with urgency and professionalism.
Ensure proper documentation, escalation, and follow-through within the IT service management platform.
Maintain accurate asset management and lifecycle tracking for site technology.
Required Qualifications
5+ years of experience in desktop support, site support, or executive/VIP IT support roles.
Demonstrated experience supporting executive leadership or high-profile stakeholders.
Advanced troubleshooting skills across Windows and/or macOS environments.
Experience supporting mobile devices (iOS/Android) and enterprise mobility management platforms.
Hands-on experience supporting conference room AV systems and video conferencing platforms.
Experience with identity and access management systems (Azure AD, Okta, or equivalent).
Experience using IT Service Management platforms (ServiceNow or equivalent).
Strong communication, professionalism, and customer service skills in high-visibility environments.
Preferred Qualifications
Experience with endpoint management platforms such as Intune, Jamf, or SCCM.
Familiarity with enterprise productivity platforms such as Microsoft 365 or Google Workspace.
Knowledge of basic networking and connectivity troubleshooting (Wi-Fi, VPN, TCP/IP).
Experience supporting large-scale corporate office environments.
Industry certifications such as CompTIA A+, Network+, Microsoft, or Apple certifications.
Key Competencies
Executive-level customer service and professionalism
Advanced technical troubleshooting
Strategic thinking and process improvement
Strong communication and stakeholder management
Mentorship and leadership within technical teams
Ability to operate effectively in high-priority and high-visibility situations Physical & Work Requirements
Ability to lift and move IT equipment up to 40 lbs.
Ability to work on-site in office environments.
Occasional after-hours or event support may be required.
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