Sr. Technical Support Specialist, Executive Support & Conferencing

Description

About this role:

We are looking for a Sr. Technical Support Specialist who views IT through the lens of customer service and associate experience. You aren't just fixing laptops; you are responsible for frictionless workplace and productivity for our 12 C-Suite officers and 150 global VIPs. Your goal is to eliminate friction before it reaches the executive’s desk. You are a creative problem solver who navigates the complexities of a global enterprise to deliver a seamless, "always-on" experience.

What you will do: 

• Executive Support: Serve as the dedicated point of contact for the C-Suite. You provide immediate, high-touch resolution for all hardware (Mac/PC), mobile (iOS/Android), and software needs.
• Friction Reduction: Analyze recurring executive pain points and work across the IT organization to implement permanent, creative fixes that simplify the user interface.
• Proactive Support: Conduct daily "sweeps" of executive offices and conference rooms to ensure all systems (AV, connectivity, peripherals) are 100% operational before the business day begins.
• Take full ownership and resolve escalated support tickets including tasks, incidents and project tickets, providing advanced troubleshooting skills and utilizing available resources, ensuring timely follow-through and resolution.  Accurately assign, document, communicate, resolve, or escalate tickets as appropriate, adhering to established standards, processes and metrics. 
• Consistently provide friendly, empathetic, and professional support to all associates. Strive to exceed associate expectations by actively listening, addressing concerns promptly, and following up to ensure satisfaction. Build trust and rapport with associates through each interaction. 
• Strategic Liaison: Partner with IT and Event Management to lead technical execution for high-profile Meetings and Board Meetings. 
• Zero-Failure Execution: Monitor high-stakes executive meetings in real-time, providing an "invisible" presence to resolve audio, visual, or connectivity issues
• Travel to Gartner Conferences and Events to provide exceptional support to our associates. 
• Collect Requirements: Act as a consultative partner to executive assistants and event planners. You must go beyond a "list of equipment" to understand the intent of the meeting—be it a high-stakes board vote, a global town hall, or a confidential strategy session—and tailor the solution accordingly.
• Technology Selection & Design: Curate the optimal stack for each event. Whether it’s selecting the right high-gain microphones, ensuring redundant connectivity uplinks, or choosing between Zoom/Teams/Webex/Vimeo platforms, you ensure the tools match the gravity of the occasion.
• Rigorous Staging & Stress Testing: Establish a "T-Minus" protocol. You will lead "Pilot Tests" 48 hours prior and "Live Staging" 24 hours prior. This includes testing every cable, checking "dead zones" in wireless coverage, and verifying that the CEO’s specific peripherals are synced and charged.
• Pre-Flight Dry Runs: Facilitate "tech rehearsals" with presenters to ensure they are comfortable with the interface, lighting, and audio levels, eliminating "first-minute jitters" caused by unfamiliar technology.
• Active Command & Control Monitoring: During the event, you or your team will maintain a "War Room" posture. You will utilize real-time monitoring dashboards (e.g., bandwidth health, AV signal paths, and platform stability) to identify and remediate potential packet loss or audio clipping before the participants notice.
• Incident Management: Ensure every interaction is documented with precision. Use this data to identify trends and propose policy improvements.
• Project Lead: Act as the technical lead for VIP-focused initiatives, such as implementing new encryption standards or deploying next-gen collaboration tools.
• SME Mentorship: Act as the Subject Matter Expert for the broader Technical Support team, elevating the overall quality of support across the region
• White-Glove Asset Lifecycle: Manage the procurement, imaging, and deployment of VIP assets. No device should ever reach an executive without being fully "personality-mapped" to their specific workflow.
• Remote Office & Residential Visits: Travel to remote offices or executive residences as required to provide onsite support and build personal rapport, ensuring their home-office technology is as robust as the corporate HQ.

What you will need:

• 7+ years in IT support with at least 3 years in a dedicated Executive/VIP support capacity.
• Mastery of Windows/macOS, MDM (Intune/Jamf), Office 365, Zoom/Teams, Webex Rooms, and high-end AV integration.
• Proficiency in supporting mobile ecosystems (iOS/Android) and home networking security (mesh networks, VPNs).
• Exceptional communication. The ability to remain calm under pressure and explain complex tech in simple, professional terms.
• Proven ability to take full ownership of escalated issues in difficult situations, driving them to resolution with empathy and professional rapport.
• Excellent communicator, able to deal independently with staff at all levels in the organization including senior executives (verbal and written)

Don’t meet every single requirement? We encourage you to apply anyway. You might just be the right candidate for this, or other roles.

What you’ll receive:

• Competitive compensation.
• Limitless growth and learning opportunities.
• A collaborative and positive culture - join a diverse team of professionals that are as smart and driven as you.
• A chance to make an impact – your work will contribute directly to our strategy.
• Enjoy the flexibility of working from home and the energy of collaborating with peers in our dynamic offices.
• 20+ PTO days plus holidays and floating holidays in your first year.
• Extensive medical, dental insurance and vision plan.
• 401K with corporate match, immediate vesting.
• Health-and-wellness-related allowance programs.
• Parental leave.
• Tuition reimbursement.
• Employee Stock Purchase Plan.
• Employee Assistance Program.
• Gartner Gives Charity Match.

        And much more!

What are we:

• Action Oriented - Deliver fast, get great results. We embrace the vision, roadmap to success and the action it takes to make it happen. 
• Intellectually Curious - Seek to learn, love to teach. We’re humble and embrace respectful, radical candor with a mindset of ongoing professional and personal development.
• Collaborative - One team, shared mission. We welcome feedback and understand the value of working together to accomplish more than what is possible individually.

#LI-JD6

#LI-Hybrid

#LI-Technology

Who are we?

At Gartner, Inc. (NYSE:IT), we guide the leaders who shape the world.

Our mission relies on expert analysis and bold ideas to deliver actionable, objective business and technology insights, helping enterprise leaders and their teams succeed with their mission-critical priorities.

Since our founding in 1979, we’ve grown to 20,000 associates globally who support over 13,000 client enterprises in ~90 countries and territories. We do important, interesting and substantive work that matters. That’s why we hire associates with the intellectual curiosity, energy and drive to want to make a difference. The bar is unapologetically high. So is the impact you can have here.

What makes Gartner a great place to work?

Our vast, virtually untapped market potential offers limitless opportunities – opportunities that may not even exist right now – for you to grow professionally and flourish personally. How far you go is driven by your passion and performance.

We hire remarkable people who collaborate and win as a team. Together, our singular, unifying goal is to deliver results for our clients.

Our teams are inclusive and composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations.

We invest in great leaders who bring out the best in you and the company, enabling us to multiply our impact and results. This is why, year after year, we are recognized worldwide as a great place to work.

Gartner is the world authority on AI

At Gartner, you’ll join a company at the very center of the AI revolution. Gartner has proactive, objective guidance throughout clients’ AI journeys. We set the standard for how organizations leverage artificial intelligence to drive meaningful impact. You’ll have access to unmatched resources, expertise, and technology, and play a key role in helping Gartner and our clients innovate and grow as we leverage AI to transform business and technology landscapes.

It’s an exciting time to be at Gartner, with limitless opportunities to make a real impact, grow your skills, and build a lasting, meaningful career in a field that’s reshaping the way we operate. If you’re passionate about AI and want to be part of a team that’s guiding the leaders who shape the world, Gartner is the place for you.

What do we offer?

Gartner offers world-class benefits, highly competitive compensation and disproportionate rewards for top performers.

In our hybrid work environment, we provide the flexibility and support for you to thrive — working virtually when it's productive to do so and getting together with colleagues in a vibrant community that is purposeful, engaging and inspiring.

Ready to grow your career with Gartner? Join us.

The policy of Gartner is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to seek to advance the principles of equal employment opportunity.

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