About
We are a real estate investment trust that owns, operates and invests in carrier-neutral data centers across the world. The company offers data center, colocation and interconnection services. As of June 2023, we have 300+ facilities in 50+ metros across 25+ countries on six continents. The company operates in the following regions: the Americas, EMEA, and Asia Pacific
We support the world's leading enterprises and service providers by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL®, our global data center platform, gives customers a reliable foundation for scaling their digital business and efficiently managing data gravity challenges.
Purpose
Our IT support operates across three levels — L1, L2 and L3 — ensuring end users receive responsive, efficient, and expert support at every tier. L1 serves as the initial contact point; L2 provides advanced on- and off-site support in key offices; and L3 delivers highly specialized knowledge of IT systems and infrastructure.
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 our 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.
Latitude:
Reports to the Sr. Manager – IT Service Operations. Collaborates closely with executive assistants, Chief of Staff, Facilities, and IT Engineering teams globally. Works with APAC, EMEA, and NA IT functions, as well as external AV and technology vendors.
Level of Impact:
Directly supports C-suite and senior leadership productivity. The Executive IT Support Engineer resolves technology issues with urgency and minimal disruption, ensuring executives are fully operational at all times. Performance quality has a direct bearing on organizational leadership effectiveness and Digital Realty's external executive brand.
Responsibilities
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.
Qualifications & Competencies
• 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.
Soft Skills
• 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.