Sr Technical Services Engineer I

ABOUT THIS POSITION

• The Sr. Technical Services Engineer I serves as a senior technical resource within the Technical Services organization, providing advanced Tier 2 support, executive technology services, workplace technology support, and technical project delivery across company locations.
• This role independently resolves highly complex issues, owns assigned technical domains and service responsibilities, coordinates incident and vendor escalation activities, and leads medium-sized Technical Services initiatives. The Sr. Technical Services Engineer I provides technical guidance to less-experienced engineers and contributes to standards, documentation, and continuous improvement while remaining an individual contributor without day-to-day operational team leadership or formal people management responsibilities.

WHAT YOU'LL DO

Advanced Technical Support & Escalation

• •Serve as a senior escalation resource for complex endpoint, operating system, Microsoft 365, mobile device, identity and access, network connectivity, enterprise application, and collaboration technology issues.
• •Perform advanced troubleshooting, root cause analysis, and problem resolution for recurring, high-impact, or technically complex incidents.
• •Own assigned issues through resolution, coordinating technical resources, vendors, communications, and follow-up activities as needed.
• •Develop clear technical findings and recommendations that support durable solutions and reduce repeat incidents.
• •Coordinate troubleshooting and escalation with Infrastructure, Security, Corporate Systems, IT Support, and external service partners.
• •Participate in the Technical Services on-call rotation and provide senior escalation support during service disruptions.

Executive & High-Touch Technology Support

• •Provide white-glove technical support for executive leadership and other critical business stakeholders.
• •Deliver proactive device management, meeting readiness, rapid issue resolution, and clear communication for executive technology needs.
• •Support executive meetings, board meetings, town halls, and major company events through preparation, testing, live troubleshooting, and follow-up.
• •Partner with Executive Assistants, Facilities, Security, and business stakeholders to ensure technology readiness in executive offices and shared spaces.
• •Identify opportunities to improve the consistency, reliability, and experience of executive technology support.

Endpoint, Workplace Technology & Technical Domain Ownership

• •Provide senior-level support for endpoint deployment, configuration, maintenance, compliance, software delivery, operating system lifecycle, and technology refresh activities.
• •Own assigned technical service areas, platforms, locations, or operational responsibilities and maintain associated standards and documentation.
• •Support and improve conference rooms, audio-visual systems, digital signage, printing, collaboration technologies, and other workplace technology services.
• •Coordinate technology readiness across company locations, including offices, shared spaces, high-priority meetings, and company events.
• •Partner with Workplace Experience, Facilities, Security, and vendors on office technology issues, deployments, upgrades, and modernization efforts.
• •Travel occasionally to support company locations, technology deployments, or service needs.

Asset Lifecycle & Operational Excellence

• •Provide senior oversight and execution for hardware and software lifecycle activities, including procurement support, inventory, deployment, maintenance, recovery, refresh, and retirement.
• •Ensure asset management records, chain-of-custody documentation, and software licensing information are accurate and compliant with established procedures.
• •Support the technical execution and continuous improvement of employee onboarding, role change, and offboarding processes.
• •Review recurring operational tasks, maintenance activities, audits, and readiness checks for quality, consistency, and effectiveness.
• •Identify operational risks, service gaps, technical debt, and standardization opportunities and recommend corrective action.

Project & Initiative Leadership

• •Lead medium-sized Technical Services projects or defined workstreams within broader enterprise technology initiatives.
• •Plan and coordinate project activities, resources, timelines, dependencies, testing, deployment, documentation, user readiness, and post-implementation support.
• •Lead or support endpoint refresh programs, office technology deployments, workplace modernization efforts, executive technology initiatives, and new tool rollouts.
• •Communicate project status, risks, decisions, and implementation impacts to Technical Services leadership and project stakeholders.
• •Serve as a technical resource for enterprise projects requiring Technical Services participation.
• •Balance project commitments with operational support responsibilities and established service objectives.

Knowledge Management, Standards & Continuous Improvement

• •Create, review, and maintain advanced technical documentation, knowledge base articles, standard operating procedures, support standards, and troubleshooting guides.
• •Analyze incident patterns, support trends, user feedback, and system failures to identify opportunities for sustainable improvement.
• •Recommend and contribute to automation, workflow, tooling, and standardization initiatives that improve quality, efficiency, and user experience.
• •Promote consistent troubleshooting, escalation, documentation, asset management, and customer communication practices across Technical Services.
• •Provide technical guidance, knowledge sharing, and informal mentorship to Technical Services Engineer I and II team members.
• •Contribute technical input to service planning, roadmap discussions, annual goal planning, and operational improvement priorities.

Customer Experience & Cross-Functional Partnership

• •Deliver professional, responsive, and customer-focused support through proactive communication, clear expectations, ownership, and timely follow-up.
• •Build productive partnerships with IT Support, Infrastructure, Security, Corporate Systems, Workplace Experience, Facilities, Executive Assistants, and business stakeholders.
• •Coordinate vendor troubleshooting, repair, upgrade, and implementation activities and hold service partners accountable for assigned deliverables.
• •Represent Technical Services in technical discussions, project meetings, service reviews, and operational planning activities when assigned.
• •Communicate technical risks, recurring service concerns, and improvement recommendations to Technical Services leadership.

WHAT YOU'LL NEED

Required Qualifications

• •5+ years of progressive IT support, desktop support, field services, endpoint support, technical services, or related technical operations experience.
• •Demonstrated success resolving highly complex end-user technology issues and coordinating cross-functional technical escalations.

Preferred Qualifications

• •Experience providing white-glove support to executive leadership or supporting high-priority meetings and company events.
• •Experience owning a technical service, platform, location, or operational domain.
• •Experience coordinating vendors and cross-functional technology teams during incidents or project implementations.
• •Experience creating technical standards, procedures, knowledge articles, training materials, or service documentation.
• •Familiarity with ITIL principles, incident management, problem management, and service management best practices.
• •CompTIA, Microsoft, Apple, ITIL Foundation, project management, or equivalent certifications preferred.
• •Associate’s or Bachelor’s degree in Information Technology or a related field, or equivalent practical experience.

Advanced working knowledge of Windows, macOS, Microsoft 365, mobile devices, identity and access platforms, endpoint technologies, and collabora