ServiceNow

Staff Technical Support Engineer - White Glove

ServiceNow$113K — $199K *
Technical Services
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • 5+ years of hands-on end-user computing support experience, with 2 years supporting senior executives or VIPs
  • Proficiency in macOS, Windows 10/11, iOS, and Android within enterprise environments
  • Deep expertise in Microsoft 365 and related platforms (Exchange, SharePoint, OneDrive, Teams, Intune)
  • Strong knowledge of networking fundamentals (TCP/IP, Wi-Fi, VPN, DNS)
  • Experience with enterprise AV and video conferencing platforms (Zoom, Webex, Teams Rooms)
  • Exceptional communication skills to convey technical details to non-technical audiences
  • High emotional intelligence and discretion suitable for executive interactions
  • Willingness to work on-site 5 days per week with 20% travel requirement

Responsibilities

  • Provide hands-on technical support for senior executives across various devices
  • Configure and troubleshoot executive hardware to ensure seamless operation
  • Manage the entire lifecycle of executive devices from procurement to retirement
  • Support technology setups for home offices and travel, ensuring connectivity and AV functionality
  • Administer and support Microsoft 365 and collaboration tools at an advanced level
  • Maintain and configure meeting room AV systems with on-site support during critical events
  • Anticipate and proactively resolve potential technology issues for executives
  • Perform regular health checks on devices and accounts to ensure optimal performance
  • Handle executive requests with urgency and discretion, maintaining clear communication
  • Coordinate with global IT teams for effective issue escalation and resolution
  • Ensure devices adhere to security and compliance standards, executing security protocols with minimal disruption

Benefits

  • Health plans including flexible spending accounts
  • 401(k) Plan with company match
  • Employee Stock Purchase Plan (ESPP)
  • Matching donations offered
  • Flexible time away plan
  • Family leave programs
Full Job Description
Job Description

Key Responsibilities
  • Provide dedicated, hands-on technical support for senior executives across all devices - laptops, desktops, tablets, and smartphones (iOS & Android)
  • Configure, maintain, and troubleshoot executive-grade hardware and peripherals, ensuring zero-friction daily operations
  • Manage executive device lifecycle: procurement, imaging, setup, refresh, and retirement
  • Support home-office and travel technology setups, including connectivity, AV, and peripherals
  • Administer and support Microsoft 365, Zoom and other collaboration platforms at an advanced level
  • Configure and maintain executive-specific meeting room AV systems; provide on-site and remote support during critical meetings and board events
  • Deliver rapid, professional support for video conferencing issues - before, during, and after high-stakes sessions
  • Anticipate executive needs and proactively address potential technology disruptions before they impact business
  • Perform regular technology health checks for executive devices and accounts
  • Maintain a prioritized queue and resolve executive requests with urgency, discretion, and clear communication
  • Coordinate with IT teams globally to ensure seamless escalation and resolution
  • Ensure executive devices and accounts adhere to ServiceNow's security policies and compliance standards
  • Execute endpoint protection, MDM enrollment, and security patch management with zero-disruption methodology
  • Handle sensitive information with absolute discretion and professionalism
  • Maintain accurate asset records, SOPs, and runbooks for executive support processes
  • Continuously evaluate and recommend improvements to the white-glove support model


Qualifications

To be successful in this role, you should have
  • At least 5+ years of hands-on end-user computing support experience, including at least 2 years supporting senior executives or VIPs
  • Proficiency in macOS, Windows 10/11, iOS, and Android in enterprise environments
  • Deep expertise in Microsoft 365, Exchange Online, SharePoint, OneDrive, Teams, and Intune/MDM platforms
  • Strong working knowledge of networking fundamentals - TCP/IP, Wi-Fi, VPN, DNS
  • Demonstrable experience with enterprise AV and video conferencing platforms (Zoom, Cisco Webex, Teams Rooms)
  • Exceptional written and verbal communication skills - ability to translate complex technical issues into clear, non-technical language for executive audiences
  • High emotional intelligence, discretion, and executive presence
  • Ability to work 5 days per week on-site and travel approximately 20%

For positions in this location, we offer a base pay of $113,700 - $199,000, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

About ServiceNow

ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations in North America, Europe, the Middle East, Africa, the Asia Pacific, and other countries. The company offers service management solutions, including incident, problem, change, request, and cost management as well as service catalogs; and IT, HR, facilities, and field service management solutions. It also provides IT operations management solutions covering service mapping, delivery, and assurance solutions; business management solutions such as financial management, project portfolio suite, vendor performance management, and performance analytics as well as governance, risk, and compliance; and application development services.

ServiceNow Careers

Join the dynamic team at ServiceNow, a global leader in digital workflow solutions, where innovation and leadership converge to shape the future of work. At ServiceNow, we offer more than just job opportunities; we provide a platform for professional growth and a chance to be part of a culture that values diversity, creativity, and continuous learning.

Work You’ll Do

Embark on a career journey with ServiceNow and contribute to the world’s leading enterprises' digital transformation. Our team is at the forefront of developing cutting-edge technologies that improve how people work. With ServiceNow, you will use your skills to impact businesses and industries profoundly, driving efficiency and innovation.

Join Our Market-Leading Team

ServiceNow is not just another technology company. We are a team that thrives on diversity and leadership, fostering an inclusive environment that promotes growth and development. Our commitment to diversity training ensures that every team member can achieve their potential.

Innovative Work

ServiceNow is home to more than 10,000 dedicated professionals who lead the charge in digital workflows and enterprise solutions. As part of our team, you will engage in projects that merge technology with practical applications, creating revolutionary products that advance how services are delivered and managed.

Career Development

At ServiceNow, your career trajectory is filled with boundless opportunities. We support your growth with robust training programs, leadership development courses, and access to global challenges. Whether you are looking for an internship, full-time position, or leadership role, ServiceNow equips you with the tools to excel.

Be Part of a Great Team

Working at ServiceNow means being part of a community that values teamwork and innovation. Our collaborative environment encourages networking and sharing ideas, making our workplace vibrant and dynamic. The benefits of joining ServiceNow extend beyond comprehensive health and wellness; they include fostering professional connections and friendships that last a lifetime.

Explore Job Opportunities and Internships

Whether you’re a seasoned professional or a recent graduate, ServiceNow offers a range of employment options to suit your career goals. From internships that provide real-world experience to full-time positions that challenge you to leverage your expertise, we are committed to hiring the best talent.

Stay Connected

Join Our Team Search open positions that match your skills and interests. At ServiceNow, we look for passionate, curious, and solution-driven team players. Explore the possibilities that await you at a company that is committed to your professional success.

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ServiceNow Careers

Empowering professionals to achieve more, ServiceNow is where careers are future-proofed, and ambitions are realized. Join us in our journey of growth and innovation.
Learn more about ServiceNow
Size
16,881 employees
Market Cap
$76.5 billion
Industry
Net Income
$118.5 million
Founded
2004
5 Year Trend
+33.5%
Revenue
$4.5 billion
NASDAQ

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