TECEZE · 8 hours ago
Field Support Services Engineer (VIP Support)
Duluth, GA
Full-time
Onsite
Mid, Senior Level
3+ years expTeceze 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 and excellent communication skills to ensure seamless technology operations and an exceptional support experience for executive and VIP users.
ComputerInformation TechnologyNetwork Security
Hiring Manager
Mohamed Harrish
Responsibilities
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
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
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
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
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
Qualification
Required
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
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
Company
TECEZE
TECEZE offers a full spectrum of Information Technology services.
1001-5000 employees
H1B Sponsorship
TECEZE has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
Funding
Current Stage
Late StageLeadership Team
Thinesh Siva
Head of Technical Presales
Company data provided by crunchbase