Senior Technical Support Specialist

Metagenics is hiring a Senior Technical Support Specialist to deliver dedicated, white-glove IT support for executive leadership and VIP users. This onsite role is based in Hoboken, NJ and functions as the primary technical point of contact for high-touch endpoint, application, identity, and on-site event support, with added responsibility as the dedicated IT team member for the New Jersey office.

What you’ll do

• Provide high-touch, white-glove IT support to C-level executives, senior leadership, and other VIP users.
• Act as the primary point of contact for executive technology needs, driving rapid response and resolution.
• Build trust through professionalism, discretion, and consistent service delivery.
• Proactively identify and remediate potential issues to minimize disruption to executive workflows.
• Support executives in the office, remotely, and during travel as required.
• Diagnose and resolve complex hardware and software issues across executive endpoints, including laptops, desktops, mobile devices, and peripherals.
• Support primarily Windows and occasional macOS, including OS configuration, troubleshooting, and performance optimization.
• Configure and support iOS and Android devices, including MDM enrollment and security policies.
• Manage executive device provisioning, replacements, upgrades, and lifecycle management.
• Maintain standardized yet personalized executive workstation setups.
• Deliver advanced support for Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, and Office desktop applications.
• Troubleshoot video conferencing and collaboration tools such as Teams, Teams Rooms, and conference room AV systems.
• Investigate authentication, access, and performance issues tied to SaaS and business-critical applications.
• Coordinate with application owners and vendors to resolve escalated or complex issues.
• Document executive-specific application configurations and recurring issues.
• Support user and device access management using Active Directory and Entra ID (Azure AD), including account provisioning, deprovisioning, group membership, and role-based access requests.
• Ensure executive endpoints comply with security policies, including MFA, endpoint protection, and encryption.
• Handle sensitive information with strict confidentiality and follow security best practices.
• Escalate security incidents appropriately and collaborate with security teams as needed.
• Track incidents, service requests, and changes using an ITSM platform such as Jira Service Management.
• Manage executive IT assets, including inventory tracking and refresh planning.
• Meet or exceed executive service level expectations and response times.
• Contribute detailed documentation and knowledge base updates related to executive support.
• Provide technical support for executive meetings, board meetings, and other high-visibility events, including pre-meeting technology checks and standby support during critical sessions.
• Configure and troubleshoot conference room AV systems, displays, and hybrid meeting setups.
• Work closely with Service Desk, Systems, and Security teams, and communicate technical updates and resolutions in executive-appropriate language.
• Participate in incident response and escalation processes as required.
• Provide guidance and informal mentorship to junior support staff when needed.
• Identify opportunities to improve executive support processes, tooling, and documentation, and take ownership of initiatives that enhance efficiency and user experience.
• Stay current with emerging technologies related to endpoint management and collaboration tools, and collaborate with stakeholders on adoption of quality improvements and best practices.

Skills and qualifications

• Bachelor’s degree in Information Technology or related field (or equivalent professional experience).
• 5–8 years of experience in IT support, executive support, or technical support roles.
• Demonstrated experience supporting C-level executives or senior leadership.
• Strong knowledge of Windows and macOS operating systems.
• Experience supporting Microsoft 365 and modern collaboration tools.
• Familiarity with Active Directory, Entra ID (Azure AD), and endpoint management platforms such as Intune (PC) and JAMF (Mac).
• Excellent troubleshooting, communication, and customer service skills.
• High level of professionalism, discretion, and attention to detail.

Tools and technologies

• Windows, macOS, iOS, Android, MDM
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, Office desktop applications)
• Teams Rooms
• Active Directory, Entra ID (Azure AD), MFA
• Jira Service Management, ITIL, ITSM
• Intune, JAMF
• PowerShell
• SaaS, conference room AV systems

Compensation

USD 95,701–121,000 per year. This exempt, in-office role is 4 days/week in-office, based out of Jersey City, NJ. Compensation takes into account skill sets, experience and training, licensure and certifications, and other business and organizational needs. The role may also be eligible for a discretionary annual incentive program, subject to program rules and performance.

Benefits

• Medical, dental, vision
• Annual employer HSA funding for eligible employees who elect an HSA medical plan
• STD, LTD, Basic Life AD&D coverage
• 401k with employer matching
• Vacation and Sick Time
• 2 Volunteer Days off per year
• Emergency evacuation time off
• 11 paid company holidays
• 1 Floating holiday (birthday or an important religious/holiday)
• Quarterly product allowance to use toward Metagenics products
• Product discount
• Peer to peer recognition programs and more