Field Support Services Engineer (VIP Support)

Client Location: Duluth, Georgia

Full Time

Job Summary

Teceze is seeking a highly skilled and customer-focused Field Support Services Engineer to provide dedicated technical support to VIP users at our client site. This role requires strong technical expertise, excellent communication skills, discretion, and the ability to deliver personalized, high-priority IT support services. The engineer will act as the primary point of contact for executive and VIP users, ensuring seamless technology operations and an exceptional support experience.

Key Responsibilities

VIP User Support

• Provide dedicated on-site technical support to VIP and executive users during business hours.
• Offer dispatch and on-call support during non-business hours as per VIP service requirements.
• Open, track, monitor, and close service tickets on behalf of VIP users with priority handling.
• Deliver personalized support for desktops, laptops, mobile devices, printers, peripherals, and collaboration tools.
• Ensure expedited response and resolution times for all VIP incidents and service requests.
• Maintain strict confidentiality, professionalism, and discretion in all interactions with VIP users.

Technical Support & Setup

• Configure, install, and troubleshoot hardware, software, operating systems, and applications.
• Support mobile device setup, email configuration, secure access, and endpoint management.
• Assist with remote connectivity, VPN access, and secure home network troubleshooting in coordination with vendors.
• Provide technical setup and on-site support for executive meetings, board meetings, and special events.
• Perform system upgrades, patching, performance checks, and preventive maintenance.

Training & Engagement

• Conduct short orientation and training sessions (up to 30 minutes) on device usage, applications, and connectivity.
• Provide guidance on new technologies, tools, and security best practices as requested.
• Proactively engage VIP users through regular check-ins and feedback sessions to ensure satisfaction.
• Monitor VIP satisfaction levels and document feedback for continuous service improvement.

Process, Documentation & Escalation

• Establish and follow priority escalation procedures for critical VIP incidents.
• Coordinate effectively with service desk, infrastructure, security, and application teams.
• Ensure smooth hand-off between service desk and field support teams.
• Maintain VIP-specific documentation, preferences, asset records, and support history.
• Support onboarding of new VIP users, executives, and new office locations.

Security & Compliance

• Ensure full compliance with client and Teceze data privacy, security, and compliance standards.
• Follow all information security policies while handling executive systems and sensitive data.
• Promote secure computing practices and incident reporting.

Required Skills & Qualifications

• Bachelor’s degree or Diploma in Information Technology, Computer Science, or related field.
• 3–7 years of experience in Field Support, Desktop Support, or Executive / VIP IT Support.
• Strong knowledge of Windows, macOS, Microsoft 365, Active Directory, mobile OS (iOS/Android), and collaboration tools.
• Experience supporting executives, senior leadership, or high-profile users.
• Excellent troubleshooting, communication, and interpersonal skills.
• High level of professionalism, discretion, and customer service orientation.
• Ability to work flexible hours and provide on-call support when required.

Preferred Qualifications

• Experience in enterprise IT environments and ITIL-based support models.
• Knowledge of endpoint management, security tools, and remote support platforms.
• Certifications such as CompTIA A+, ITIL, Microsoft, or Cisco are a plus.