Sr. Field Support Engineer (Executive Support)

Description

The company is a large healthcare business that supplies insights, products and services aimed at making quality care easier to reach and more affordable.

The role is a senior executive support engineer position based in Las Colinas, covering onsite and remote technical support in a modern enterprise environment.

The work spans Windows 10/11, macOS, iOS, Microsoft 365, endpoint management, hardware troubleshooting and user access administration across several locations.

The ideal person pairs strong technical skill with executive-level service, an AI-forward outlook, and a habit of fixing problems before users feel them. You will use data, automation, AI tools, monitoring and recurring-issue analysis to predict needs and improve service.

Responsibilities

• Give advanced support for Windows 10/11, macOS, iOS and Microsoft 365 apps such as Outlook, Teams, OneDrive and Office.
• Diagnose and fix complex hardware and software faults on Windows PCs, Macs, iPhones, iPads, printers, docking stations, mobile devices and peripherals.
• Provide discreet, high-touch and fast support to executives and their assistants, whether onsite, remote or hybrid.
• Use monitoring, analytics, automation, AI tools and trend analysis to spot risks and fix issues before users are affected.
• Assess practical AI use cases, improve workflows, document responsible use, and help users adopt AI safely and effectively.
• Handle incidents, requests and problem records in ServiceNow or a comparable ITSM platform, meeting service levels and keeping stakeholders informed.
• Manage user accounts, permissions and group memberships in Active Directory and Microsoft Entra ID (Azure AD).
• Support device deployment, software distribution, patching, configuration and compliance using Microsoft Intune, SCCM, Apple management tools and related endpoint platforms.
• Lead hardware refreshes, workstation rollouts, technology upgrades, executive onboarding and site support projects.
• Work with infrastructure, security, networking, mobility, Apple, Microsoft and vendor teams to resolve escalations and improve service.
• Support executive meetings, video collaboration and A/V needs, including town halls, visual team meetings, conference rooms and presentation readiness, coordinating with internal or vendor teams.
• Write technical documentation, knowledge articles, user guides and training materials that explain complex technology plainly.
• Mentor support engineers, share expertise, and turn repeat issues into scalable preventive fixes.

Requirements

• At least 7 years in IT, desktop, endpoint, field, or executive support, or a closely related technical support role.
• Enterprise experience supporting Windows 10/11, macOS and iOS, including setup, troubleshooting, updates, security controls and interoperability.
• Experience administering and troubleshooting Microsoft 365 applications and services.
• Hands-on experience with laptops, desktops, Macs, iPhones, iPads, printers, docking stations and peripherals.
• Experience with ServiceNow or a similar ITSM platform.
• Experience managing users, groups, permissions and access in Active Directory and Microsoft Entra ID.
• Experience supporting endpoint management tools such as Microsoft Intune and SCCM, with familiarity in Apple device management and enrollment.
• Proven ability to anticipate user needs, spot recurring patterns and take proactive or preventive steps.
• Working knowledge of enterprise AI, responsible AI principles, data protection, and how AI can raise support productivity and user experience.
• Strong problem-solving, executive presence, customer service, discretion, documentation and communication skills.
• Preferred: a bachelor's degree in IT, computer science or a related field, or equivalent experience.
• Preferred: experience supporting executives, executive assistants or other high-touch users.
• Preferred: experience across geographically spread, multi-site enterprise environments.
• Preferred: knowledge of endpoint security, compliance, conditional access, mobile device management and device lifecycle across Windows and Apple.
• Preferred: experience with Apple Business Manager, Jamf, Intune for Apple devices, enterprise iOS enrollment or similar Apple tooling.
• Preferred: experience with software deployment, OS imaging, automated provisioning and zero-touch deployment.
• Preferred: experience using AI assistants, automation, scripting, knowledge management or predictive tools to improve support.
• Preferred: familiarity with PowerShell, shell scripting, workflow automation and API integrations.
• Preferred: experience running enterprise technology rollouts and hardware refresh projects.
• Preferred: familiarity with executive A/V, video conferencing, town halls, room technology, presenter readiness and live-event coordination.
• Preferred: experience mentoring junior engineers or acting as a technical escalation point.
• Preferred: knowledge of regulated industries such as healthcare, pharmaceuticals or other highly controlled sectors.

Conditions

Onsite support is required for assigned locations, with occasional travel for projects, deployments, executive needs, site work, meetings, town halls and other executive technology events.

You must be able to move and install desktop equipment, monitors, printers and related hardware.

You may need to work in offices, warehouses, clinical settings or data centers when required.

You may occasionally lift and carry IT equipment, following company safety rules.

Pay is based on performance, experience, skills, equity, regular market reviews and location. The base pay range is $100,400 - $167,400. An annual bonus or long-term incentives may also be offered.

Equal opportunity employer.

Benefits

• Competitive compensation within the Total Rewards package.