Senior Specialist Technical Support IT Services

The Senior Specialist Technical Support IT Services provides expert-level Global AV, VIP technology, and technical support analyst services, with a focus on Crestron-enabled meeting spaces, AMER executive support, Windows and Mac laptop support, mobile technology support, O365 support, Townhall events, offsite conference support, vendor issue coordination, escalations, and ServiceNow ticket management. 

This role ensures timely resolution of complex technical issues, supports high-visibility events and executive experiences, delivers a high concentration of excellent customer service, and partners with internal teams and vendors to deliver reliable, professional technology services within defined SLAs, standards, and guidelines.

Your Day to Day

• Provide Global AV support for meeting rooms, collaboration spaces, and event environments using Crestron tools and related AV platforms.
• Deliver VIP support across the AMER region, ensuring responsive, discreet, and high-quality support for executives and executive offices.
• Provide technical support analyst services for Windows and Mac laptops, mobile technology, O365 applications, and related end-user technology needs.
• Support Townhalls, leadership meetings, and high-visibility events, including pre-event testing, live-event technical support, and post-event follow-up.
• Provide technical support for offsite meetings, conferences, and executive events, including coordination with venues, vendors, and internal stakeholders.
• Manage vendor-related issues, escalations, and follow-through to ensure timely resolution and clear stakeholder communication.
• Own and manage ServiceNow tickets, including intake, documentation, prioritization, updates, escalation, resolution, and closure.
• Monitor AV and VIP support trends and recurring incidents to recommend process improvements, knowledge articles, and service enhancements.
• Maintain documentation, SOPs, checklists, and support guides for AV, VIP, Townhall, conference, and escalation processes.
   

What We Need From You 

• Typically, a minimum of 7+ years of progressive work-related experience supporting technology services, AV environments, executive/VIP users, vendor escalations, and operational support processes.
• Experience as a technical support analyst supporting Windows and Mac laptop environments, mobile devices, O365 services, and end-user productivity tools.

Technical Skills and Knowledge:

• Strong working knowledge of Crestron tools, AV control systems, conferencing platforms, and meeting room technologies.
• Strong technical support skills across Windows and Mac laptops, mobile technology, O365 applications, device troubleshooting, and end-user productivity support.
• Experience supporting executive/VIP environments, including confidential, urgent, and high-visibility support needs.
  Experience supporting Townhalls, offsite meetings, conferences, and live-event technology.
• Strong knowledge of ServiceNow ticket management, including incident, request, escalation, and knowledge management processes.
• Vendor management and escalation experience, including issue tracking, communication, and resolution follow-through.
• Strong verbal and written communication skills with senior leaders, executive offices, internal teams, and external partners.
• High concentration of excellent customer service skills, including responsiveness, patience, professionalism, clear communication, and follow-through.
• Ability to maintain discretion, confidentiality, and professionalism in executive support environments.
   

Travel - limited 10%

Location - This role is in-office work structure is an expectation of five (5) days a week in the ATLANTA office.  This expectation may be adjusted with the changing needs of the business. 

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