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Skills: Windows 10/11 Troubleshooting, Microsoft 365, SCCM/MECM, Audio-Visual Support, Executive Support
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Provide high-touch technical and audio-visual support for C-level executives and their staff in the Seattle office. Coordinate with managed service providers for endpoint deployment, patching, and security compliance using SCCM/MECM.
Requires a minimum of 5 years of enterprise desktop support experience with advanced proficiency in Windows 10/11 and Microsoft 365. Must have hands-on experience with SCCM/MECM and audio-visual conferencing tools.
Holland America Line has been exploring the world since 1873. Our ships offer innovative features and enriching experiences focused on destination exploration and personalized travel, inviting guests to savor the journey.
The Technical Engineer, Executive Support provides high-touch, white-glove desktop and endpoint support for C-level executives and their staff in the Seattle office. The role pairs advanced Windows endpoint troubleshooting with strong customer service and discretion, delivering a premium support experience while protecting the stability, security, and performance of executive devices. It also owns audio-visual and conferencing readiness for executive meetings and events, and coordinates with the Managed IT Services Provider on endpoint deployment and lifecycle management through Microsoft Endpoint Configuration Manager (SCCM/MECM). The ideal candidate has extensive hands-on experience supporting Windows 10/11 and Microsoft 365 in an enterprise environment, advanced troubleshooting skills, and the judgment to support senior leadership with minimal supervision.
Here’s a summary of what Holland America Line is looking for. Is this you?
Responsibilities:
Provide high-touch, white-glove desktop and endpoint support to C-level executives and their supporting staff, resolving hardware, software, and connectivity issues quickly and with discretion.
Own audio-visual and conferencing readiness for executive meetings, leadership events, and community engagements, ensuring Teams, room systems, and presentation technology work reliably.
Coordinate with the Managed IT Services Provider on SCCM/MECM execution (software deployment, patching, compliance, imaging, and provisioning), validating deployment quality on executive endpoints and escalating client-health and deployment issues.
Maintain the endpoint security posture on executive devices, including disk encryption, endpoint protection, conditional-access compliance, and patch currency, and recommend safeguards where gaps appear.
Provide technical guidance and knowledge sharing to onsite desktop support staff on complex troubleshooting and executive-support standards. This is a guidance role, not a people-management role.
Identify recurring endpoint and support issues, recommend and help implement improvements, and document repeatable fixes and runbooks. Collaborate with infrastructure, security, and application teams on escalated issues.
Knowledge & Skills:
Scope:
The engineer diagnoses, prioritizes, and resolves endpoint issues with minimal supervision while maintaining a high-quality experience for executive users and their staff. The role also supports leadership meetings, monthly all-hands, community events, and other executive-facing engagements, ensuring technical and audio-visual readiness.
Examples:
Resolving failed software deployments and endpoint issues independently, escalating to the Managed IT Services Provider or infrastructure teams when appropriate
Providing real-time support for executive users and leadership events (meetings, presentations, community engagements)
Ensuring audio-visual and conferencing tools function reliably during executive-facing events
Determining appropriate escalation paths for complex issues
Providing scheduled after-hours and on-call support for executive events and incidents, remote or onsite, including occasional support at an executive residence where pre-arranged
Recommending the audio-visual technology needed for events
Proactively identifying and addressing recurring endpoint issues.
Problem solving:
This role solves problems across a complex enterprise endpoint and collaboration environment. It requires above-average skill in gathering and analyzing information from multiple sources and working with infrastructure, security, and application teams to resolve a wide range of issues.
Impact:
This role makes decisions that keep daily executive operations running smoothly. Its work has short-term operational consequences and long-term value to leadership productivity.
Leadership:
This role works closely with the onsite and remote Desktop Support functions provided by the Managed IT Services Provider and provides technical guidance to onsite support staff. It does not have direct reports.
Essential/Minimum qualifications:
Minimum of 5 years of desktop support or end-user computing experience in an enterprise environment
Experience supporting senior or executive users preferred
Essential Experience Required:
Desktop Support / End-User Computing experience in an enterprise environment
Advanced Windows 10/11 troubleshooting and support
Strong experience with Microsoft 365, Teams, Outlook, SharePoint Online, OneDrive, and enterprise applications
Hands-on experience with Microsoft Endpoint Configuration Manager (SCCM/MECM): software deployment, imaging, patching, and client health
Audio-visual and conferencing support for meeting rooms and events (Teams Rooms or equivalent)
Advanced knowledge of the ServiceNow ticketing platform
Strong communication and customer-service skills, with the discretion to support executives
Ability to manage high-priority issues with urgency and discretion
Preferred:
Executive-facing or VIP support experience
Relevant certifications (Microsoft, ITIL, CompTIA)
Endpoint security experience (BitLocker, Microsoft Defender, conditional-access compliance)
Travel: No or very little travel likely
Work Conditions: Work primarily in a climate-controlled environment with minimal safety/health hazard potential.
Physical Demands: Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.
This position is classified as “in-office.” As an in-office role, it requires employees to work from a designated Holland office in Seattle, WA Monday through Thursday each week.
What You Can Expect
Our Culture…Stronger Together
Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at: https://www.hollandamerica.com/en_US/our-company/mission-values.html
Holland America is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
Americans with Disabilities Act (ADA)
Holland America will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact [email protected]
#HAL
#LI- Hybrid
#LI-SH1
Carnival Corporation Ltd. (NYSE: CCL) is the largest global cruise company, and among the largest leisure travel companies, with a portfolio of world-class cruise lines and a fleet of over 90 ships. Together its cruise lines – including AIDA Cruises, Carnival Cruise Line, Costa Cruises, Cunard, Holland America Line, P&O Cruises, Princess Cruises, and Seabourn – visit more than 800 ports around the world and account for nearly 40% of the overall cruise market globally. In 2024, the company’s talented workforce of over 160,000 team members from 150 countries delivered unforgettable happiness to approximately 13.5 million guests by providing extraordinary cruise vacations, while honoring the integrity of every ocean sailed, place visited, and life touched. Carnival Corporation owns and operates eight destinations globally, designed exclusively for guests of the company’s cruise lines, as well as Holland America Princess Alaska Tours, the leading tour company in Alaska and the Canadian Yukon. The company is listed and traded on the New York Stock Exchange and is included in the S&P 500 index in the US.
Offices: 3655 NW 87th Avenue, Miami, FL 33178, US
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