Job DescriptionThe Technical Engineer, Executive Support provides high-touch, white-glove desktop and endpoint support for C-level executives and their staff in the Seattle office. The role pairs advanced Windows endpoint troubleshooting with strong customer service and discretion, delivering a premium support experience while protecting the stability, security, and performance of executive devices. It also owns audio-visual and conferencing readiness for executive meetings and events, and coordinates with the Managed IT Services Provider on endpoint deployment and lifecycle management through Microsoft Endpoint Configuration Manager (SCCM/MECM). The ideal candidate has extensive hands-on experience supporting Windows 10/11 and Microsoft 365 in an enterprise environment, advanced troubleshooting skills, and the judgment to support senior leadership with minimal supervision.
Here's a summary of what Holland America Line is looking for. Is this you?
Responsibilities:
- Provide high-touch, white-glove desktop and endpoint support to C-level executives and their supporting staff, resolving hardware, software, and connectivity issues quickly and with discretion.
- Own audio-visual and conferencing readiness for executive meetings, leadership events, and community engagements, ensuring Teams, room systems, and presentation technology work reliably.
- Coordinate with the Managed IT Services Provider on SCCM/MECM execution (software deployment, patching, compliance, imaging, and provisioning), validating deployment quality on executive endpoints and escalating client-health and deployment issues.
- Maintain the endpoint security posture on executive devices, including disk encryption, endpoint protection, conditional-access compliance, and patch currency, and recommend safeguards where gaps appear.
- Provide technical guidance and knowledge sharing to onsite desktop support staff on complex troubleshooting and executive-support standards. This is a guidance role, not a people-management role.
- Identify recurring endpoint and support issues, recommend and help implement improvements, and document repeatable fixes and runbooks. Collaborate with infrastructure, security, and application teams on escalated issues.
Knowledge & Skills:Scope:
- The engineer diagnoses, prioritizes, and resolves endpoint issues with minimal supervision while maintaining a high-quality experience for executive users and their staff. The role also supports leadership meetings, monthly all-hands, community events, and other executive-facing engagements, ensuring technical and audio-visual readiness.
- Examples:
- Resolving failed software deployments and endpoint issues independently, escalating to the Managed IT Services Provider or infrastructure teams when appropriate
- Providing real-time support for executive users and leadership events (meetings, presentations, community engagements)
- Ensuring audio-visual and conferencing tools function reliably during executive-facing events
- Determining appropriate escalation paths for complex issues
- Providing scheduled after-hours and on-call support for executive events and incidents, remote or onsite, including occasional support at an executive residence where pre-arranged
- Recommending the audio-visual technology needed for events
- Proactively identifying and addressing recurring endpoint issues.
Problem solving:
- This role solves problems across a complex enterprise endpoint and collaboration environment. It requires above-average skill in gathering and analyzing information from multiple sources and working with infrastructure, security, and application teams to resolve a wide range of issues.
Impact:
- This role makes decisions that keep daily executive operations running smoothly. Its work has short-term operational consequences and long-term value to leadership productivity.
Leadership:
- This role works closely with the onsite and remote Desktop Support functions provided by the Managed IT Services Provider and provides technical guidance to onsite support staff. It does not have direct reports.
Essential/Minimum qualifications:
- Minimum of 5 years of desktop support or end-user computing experience in an enterprise environment
- Experience supporting senior or executive users preferred
Essential Experience Required:- Desktop Support / End-User Computing experience in an enterprise environment
- Advanced Windows 10/11 troubleshooting and support
- Strong experience with Microsoft 365, Teams, Outlook, SharePoint Online, OneDrive, and enterprise applications
- Hands-on experience with Microsoft Endpoint Configuration Manager (SCCM/MECM): software deployment, imaging, patching, and client health
- Audio-visual and conferencing support for meeting rooms and events (Teams Rooms or equivalent)
- Advanced knowledge of the ServiceNow ticketing platform
- Strong communication and customer-service skills, with the discretion to support executives
- Ability to manage high-priority issues with urgency and discretion
Preferred:
- Executive-facing or VIP support experience
- Relevant certifications (Microsoft, ITIL, CompTIA)
- Endpoint security experience (BitLocker, Microsoft Defender, conditional-access compliance)
Travel: No or very little travel likely
Work Conditions: Work primarily in a climate-controlled environment with minimal safety/health hazard potential.
Physical Demands: Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.
This position is classified as "in-office." As an in-office role, it requires employees to work from a designated Holland office in Seattle, WA Monday through Thursday each week.
What You Can Expect- Cruise and Travel Privileges for You and Your Family
- Health Benefits
- 401(k)
- Employee Stock Purchase Plan
- Training & Professional Development
- Tuition & Professional Certification Reimbursement
- Base Salary Range: $86,500 to $116,800 The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidate's qualifications and experience uniquely.
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