Senior IT Support Engineer

Position Title: Senior Support Engineer

Location: Austin, TX

Your role

The Executive IT Support Engineer is a senior-level, dedicated IT professional embedded within the Executive Services function. This role provides white-glove, proactive IT support exclusively to C-suite executives, senior leadership, and their executive assistants across Digital Realty's global footprint. Operating with a high degree of discretion and professionalism, the Executive IT Support Engineer anticipates and resolves technology needs before they impact business outcomes, enabling executive productivity at all times - whether in the office, traveling, or in a high-stakes meeting environment.

This role collaborates closely with L2 and L3 IT teams, IT Engineering, and third-party vendors while maintaining a singular focus on executive satisfaction and technology excellence. The position demands exceptional judgment, communication skills, and the ability to operate autonomously in a fast-paced, executive environment.

What you’ll do

Executive IT Support

• Serve as the dedicated, first-contact IT support resource for C-suite executives, board members, senior vice presidents, and their executive assistants.

• Provide proactive, anticipatory IT support - identifying and resolving potential technology issues before they arise during critical meetings, presentations, or travel.

• Deliver hands-on, on-site, and remote support with a white-glove service mentality; ensure executive devices, peripherals, and connectivity are always fully operational.

• Troubleshoot and resolve issues across Windows/Mac OS, Microsoft 365 (including Teams, Outlook, SharePoint, OneDrive), mobile devices, video conferencing platforms (Teams, Zoom, Cisco Webex), and executive-grade AV equipment.

• Support executive travel technology needs, including VPN configuration, hotspot setup, device provisioning, and international connectivity readiness.

• Set up and oversee AV and technology environments for board meetings, all-hands events, investor presentations, and executive off-sites - ensuring zero-failure reliability.

Device & Systems Management

• Manage the full lifecycle of executive devices - procurement, configuration, deployment, refresh, and secure decommission - in line with Digital Realty IT standards.

• Maintain an accurate, up-to-date inventory of all executive hardware (laptops, desktops, tablets, mobile devices, peripherals) and software licensing.

• Oversee Mobile Device Management (MDM) enrollment and compliance for all executive devices via Microsoft Intune.

• Administer Active Directory, Microsoft 365, and Intune configurations specific to executive user profiles, ensuring appropriate access controls and security postures.

• Coordinate print and multifunction device management for executive floors and offices.

Security, Compliance & Governance

• Ensure all executive devices and accounts comply with Digital Realty's IT security policies, data governance standards, and regulatory requirements.

• Proactively monitor executive devices for security vulnerabilities, applying patches and updates with minimal disruption using Windows Autopilot and Intune.

• Educate executive users on cybersecurity best practices - including phishing awareness, secure access, and data handling - in a concise and non-technical manner.

• Adhere to information confidentiality and executive privacy standards at all times.

Collaboration & Escalation

• Act as the executive-tier liaison between end users and L1/L3 IT teams, managing escalation paths and ensuring swift resolution of complex issues.

• Partner with IT Engineering and third-party vendors to plan and deliver technology enhancements that improve the executive experience.

• Participate in global and regional IT collaboration to share knowledge, align on best practices, and drive continuous service improvement.

• Contribute to IT project work related to executive user experience improvements and infrastructure upgrades.

Documentation & Reporting

• Log all incidents, requests, and resolutions in the ITSM platform (ServiceNow), maintaining complete and accurate records.

• Develop and maintain documentation for executive-specific IT processes, configurations, and run-books.

• Provide after-hours and on-call support as needed for executive requirements.

• Provide on-call or after-hours support for critical executive IT incidents, travel requirements, or high-profile events.

• Continuously develop technical skills and knowledge in emerging workplace technologies relevant to executive productivity.

• Assist with special IT projects or initiatives as assigned by the Subregional Head of IT Support.

• Other duties related to this role as appropriate.

What you’ll need

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).

• 5+ years of experience in a technical IT support role, with at least 2 years supporting senior leadership or in a VIP/Executive IT capacity.

• Deep understanding of ITIL-aligned IT service operations: incident management, problem management, request fulfilment, access management, and asset management.

• Advanced proficiency in:

• Microsoft 365 (Teams, Outlook, SharePoint, OneDrive, OneNote)

• Active Directory and Azure Active Directory Administration

• Microsoft Intune, Windows Autopilot, and Windows Update for Business

• macOS administration and Apple MDM

• Video conferencing platforms: Microsoft Teams Rooms, Zoom Rooms, Cisco Webex

• Executive AV systems and boardroom technology

• Mobile Device Management (iOS, Android)

• Print and Multifunction Device Management

• VPN, network connectivity troubleshooting, and remote access solutions

• Experience with ITSM platforms, preferably ServiceNow.

• Asset management expertise - maintaining inventory, tracking status, and managing refresh cycles for executive devices and peripherals.

• Scripting knowledge (e.g., PowerShell) for automation and configuration tasks is a plus.

• Exceptional executive presence, professionalism, and discretion - comfortable operating at the C-suite level.

• Outstanding verbal and written communication skills in English; ability to translate complex technical matters into clear, accessible language for non-technical audiences.

• Strong customer-service orientation with a proactive, anticipatory approach to executive needs.

• Excellent problem-solving skills with the ability to remain calm and effective under pressure in high-stakes situations.

• High attention to detail and a hands-on mentality.

• Resilience and adaptability in a dynamic, fast-paced global environment.

• Strong sense of priorities, planning, and time management.

• Collaboration and teamwork skills - able to work effectively across IT teams, business units, and geographies.

• Good relational skills and the ability to build trusted relationships with senior stakeholders.

A bit about us

Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL®, the company’s global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx®) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300+ facilities in 50+ metros across 25+ countries on six continents.

To learn more about Digital Realty, please visit digitalrealty.com or follow us on LinkedIn and Twitter.

A bit about our team

Our IT team is at the heart of our business. We develop infrastructures, design and build networks, support servers and provide the first line of support by delivering rich connectivity for our customers. With new data centers coming online all the time, it’s a rapidly changing technical environment so our team is always ready to innovate and take the lead on projects. We constantly develop, deploy and support vital networks and data services that drive business performance and improve life for customers around the globe.

What we can offer you

Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers.

Join us and you’ll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you’ll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We’ll also give you plenty of development opportunities so you can build a rewarding and successful career with us.

Apply today, take charge of your career and grow your talents with us.

Health and Safety

Safety isn't just a priority here at Digital; it's critical to everything we do. Safeguarding lives, protecting assets, and securing data aren't just ideals - they're essential pillars of our commitment to excellence for our people, our partners and our customers. We have a culture of care where every member of Team Digital embraces a relentless pursuit of working safely across Digital Realty. Together we are Safely Powering Progress.

Our Compensation Philosophy

Digital Realty offers its employees a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions.Central to our compensation philosophy is rewarding our employees for achieving the values and objectives aligned to the company's overall goals and values.