Information Technology Support Engineer
Btechnical Group, Miami Beach, FL, United States
We are seeking a highly capable and service-oriented Executive Technical Support Specialist to join a private office (family office) technology team.
This role provides white-glove technical support to principals, their families, and household staff, ensuring a seamless, secure, and frustration-free technology experience across multiple environments. You will operate as a trusted front-line resource, working closely with engineers and infrastructure teams to deliver responsive, discreet, and high-quality support.
The ideal candidate combines strong technical expertise with exceptional interpersonal skills, sound judgment, and a commitment to service excellence.
Key Responsibilities
White-Glove End User Support
Provide personalized, high-touch technical support to principals, members, and household staff
Deliver support across residences, offices, and remote environments (in-person and virtual)
Resolve efficiently while maintaining a calm, polished, and professional presence
Team-Based Support & Escalation
Serve as a Tier 1/2 resource within a collaborative technology team
Triage, prioritize, and elevate issues to engineering or specialized teams as needed
Maintain ownership of issues resolution, ensuring a seamless experience
Document activity, solutions, and recurring issues to strengthen team knowledge
Configure, deploy, and maintain devices across macOS, Windows, and iOS platforms
Support home offices, personal workspaces, and multi-residence setups
Assist with residential technology environments, including networking, AV systems, and smart home platforms
Proactive Support & Maintenance
Perform updates, backups, and system optimizations
Identify patterns in support requests and recommend long-term improvements
Contribute to continuous improvement of processes, tools, and standards
Security & Privacy
Support implementation of personal cybersecurity best practices (e.g., MFA, device security, secure access)
Assist with secure onboarding of devices and services
Escalate and coordinate responses to potential concerns with internal teams
Liaise with vendors (ISPs, AV integrators, providers) as needed
Track and manage vendor-related issues to completion
Ensure third-party services meet the standards expected within a private office environment
Qualifications
5–8+ years of experience in IT support, help desk, or end-user support roles
Experience supporting executives, private clients, or high-touch environments strongly preferred
Strong technical proficiency across:
Windows OS and Microsoft 365
Mobile devices and cross-platform environments
Networking fundamentals (Wi-Fi, routers, connectivity troubleshooting)
Experience working within a structured IT team (ticketing systems, SLAs, escalation workflows)
Core Competencies
Service Excellence
– Delivers a high-touch, detail-oriented support experience
Collaboration
– Works effectively within multi-tiered support and engineering team
Communication
– Clearly technical concepts to non-technical users
Ownership
– Takes responsibility for issues through to full resolution
Discretion
– Handles sensitive personal and information with care
Adaptability
– Comfortable operating across dynamic, multi-location environments
Preferred Experience
Experience within family office, private office, or high-end services environment
Familiarity with residential technology systems (e.g., Control4, Crestron, Savant, Sonos)
Exposure to endpoint management, identity/access tools, or basic scripting
Working Model
Team-based environment with shared coverage and defined escalation paths
Combination of on-site (residences/offices), remote and travel support
Availability for occasional after-hours or urgent support needs
Compensation
Competitive salary and performance-based bonus, commensurate with experience, along with comprehensive benefits and discretionary incentives. Annual bonuses can average in the 15-20% range.
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This role provides white-glove technical support to principals, their families, and household staff, ensuring a seamless, secure, and frustration-free technology experience across multiple environments. You will operate as a trusted front-line resource, working closely with engineers and infrastructure teams to deliver responsive, discreet, and high-quality support.
The ideal candidate combines strong technical expertise with exceptional interpersonal skills, sound judgment, and a commitment to service excellence.
Key Responsibilities
White-Glove End User Support
Provide personalized, high-touch technical support to principals, members, and household staff
Deliver support across residences, offices, and remote environments (in-person and virtual)
Resolve efficiently while maintaining a calm, polished, and professional presence
Team-Based Support & Escalation
Serve as a Tier 1/2 resource within a collaborative technology team
Triage, prioritize, and elevate issues to engineering or specialized teams as needed
Maintain ownership of issues resolution, ensuring a seamless experience
Document activity, solutions, and recurring issues to strengthen team knowledge
Configure, deploy, and maintain devices across macOS, Windows, and iOS platforms
Support home offices, personal workspaces, and multi-residence setups
Assist with residential technology environments, including networking, AV systems, and smart home platforms
Proactive Support & Maintenance
Perform updates, backups, and system optimizations
Identify patterns in support requests and recommend long-term improvements
Contribute to continuous improvement of processes, tools, and standards
Security & Privacy
Support implementation of personal cybersecurity best practices (e.g., MFA, device security, secure access)
Assist with secure onboarding of devices and services
Escalate and coordinate responses to potential concerns with internal teams
Liaise with vendors (ISPs, AV integrators, providers) as needed
Track and manage vendor-related issues to completion
Ensure third-party services meet the standards expected within a private office environment
Qualifications
5–8+ years of experience in IT support, help desk, or end-user support roles
Experience supporting executives, private clients, or high-touch environments strongly preferred
Strong technical proficiency across:
Windows OS and Microsoft 365
Mobile devices and cross-platform environments
Networking fundamentals (Wi-Fi, routers, connectivity troubleshooting)
Experience working within a structured IT team (ticketing systems, SLAs, escalation workflows)
Core Competencies
Service Excellence
– Delivers a high-touch, detail-oriented support experience
Collaboration
– Works effectively within multi-tiered support and engineering team
Communication
– Clearly technical concepts to non-technical users
Ownership
– Takes responsibility for issues through to full resolution
Discretion
– Handles sensitive personal and information with care
Adaptability
– Comfortable operating across dynamic, multi-location environments
Preferred Experience
Experience within family office, private office, or high-end services environment
Familiarity with residential technology systems (e.g., Control4, Crestron, Savant, Sonos)
Exposure to endpoint management, identity/access tools, or basic scripting
Working Model
Team-based environment with shared coverage and defined escalation paths
Combination of on-site (residences/offices), remote and travel support
Availability for occasional after-hours or urgent support needs
Compensation
Competitive salary and performance-based bonus, commensurate with experience, along with comprehensive benefits and discretionary incentives. Annual bonuses can average in the 15-20% range.
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