Red River is seeking a Systems Support Engineer II to join our growing team! This position will work onsite with one of our clients in Ft Lauderdale, FL. This person provides premium IT support and workplace technology services to senior executives, high-profile employees, and key stakeholders within the organization. This role requires strong technical expertise, excellent communication skills, and a customer-first approach to ensure seamless technology experiences both for VIP and office-based users.
Our engineers are responsible for maintaining user uptime and improving their computing experiences through effective maintenance, problem identification, and resolution activities, as well as growing and developing the organization's perception by the customer through exceptional customer service. Candidates must be energetic and focused with a strong motivation to learn new technologies, management, and maintenance processes.
Minimum Education/Certification/Experience Requirements:- Certifications such as ITIL, Microsoft Certified: Modern Desktop Administrator, Apple ACSP, or CompTIA A+.
- Experience supporting C-level executives or high-profile clients and their administrative assistants.
- Background in enterprise-level corporate environments. Expertise in Windows, macOS, iOS, and Android environments.
- Strong knowledge of networking, VPNs, and enterprise security practices.
- Experience with ITSM tools (ServiceNow, Jira, etc.) and remote troubleshooting tools.
Preferred Education/Certification/Experience: - 5+ years of experience in IT support, workplace technology, or a related field.
- Familiarity with AV systems, video conferencing solutions, and executive meeting room technology.
- Exceptional customer service, problem-solving, and communication skills.
- Ability to handle high-pressure situations and deliver solutions quickly.
Knowledge, Skills and Abilities: Technical Support & Troubleshooting: - Diagnose and resolve hardware, software, and network issues across desktops, laptops, mobile devices, and AV equipment.
- Offer proactive maintenance to prevent IT disruptions, including software updates and system optimizations.
- Manage and troubleshoot collaboration tools (Microsoft Teams, Zoom, Slack, etc.) and productivity applications (Microsoft 365, Google Workspace).
- Ensure secure and seamless remote access for VIPs using VPNs, mobile device management (MDM), and security protocols.
Executive & VIP Support: - Provide onsite and remote IT support for board meetings, conferences, and high-profile events.
- Offer personalized IT concierge service, including tech training and proactive issue resolution.
- Manage and configure high-end AV equipment, conference room systems, and digital displays.
- Act as a trusted IT advisor, understanding VIPs' work styles and technology preferences.
- Understand and represent the Red River brand to VIP customers.
Asset & Incident Management: - Validate the inventory of VIP devices, ensuring timely upgrades and replacements.
- Manage IT incidents and requests using a ServiceNow, prioritizing VIP needs.
- Coordinate with the Service Delivery Manager, vendors and internal teams for escalations and advanced troubleshooting.
Security & Compliance: - Ensure compliance with customer IT security policies, including data protection and device management.
- Educate VIP users on cybersecurity best practices and implement multi-factor authentication (MFA).
- Work closely with customer security teams to monitor and mitigate risks related to VIP IT usage.
Basic Qualifications:
- U.S. Citizenship Required
Red River offers a competitive salary, excellent benefits and an exceptional work environment. You can review our benefit offerings here. If you are ready to join a growing company, please submit your resume and cover letter (optional).
