Position: IT Executive Support Principal Engineer

Job Description:

Forward Air, Inc. is seeking an IT Executive Support Principal Engineer to lead the development, deployment, support, and optimization of high-performance IT solutions for executive-level users. The role will involve managing, troubleshooting, and enhancing endpoint devices, including desktops, laptops, mobile devices, and specialized hardware used by senior executives. The candidate will provide advanced technical support for IT operations, managing large-scale deployments, implementing automated solutions, and ensuring a seamless and secure user experience. The IT Executive Support Principal Engineer will also collaborate with cross-functional teams to define strategic technology initiatives and maintain the integrity of corporate IT environments. The ideal candidate will have a deep understanding of enterprise IT infrastructure, security protocols, automation, and a proactive approach to solving complex technical issues in high-stakes environments.

Core Responsibilities & Duties:

Design and deploy highly secure and optimized endpoints (desktops, laptops, tablets, phones, etc.) tailored to executive needs while ensuring performance, reliability, and security Develop and maintain custom automated solutions for endpoint management, leveraging PowerShell, SCCM, and Group Policy Objects (GPOs) to streamline administration tasks Collaborate with cross-functional teams to define, design, and implement technology solutions that improve the productivity and performance of executive-level users Oversee the integration and deployment of security patches, updates, and software applications to ensure compliance with corporate security policies and best practices Provide tier-three support and expert troubleshooting for high-level technical issues across the enterprise, ensuring prompt resolution and continuous improvement in system performance Lead the development and delivery of executive-focused IT support services, ensuring prompt, professional, and responsive service Work closely with executive stakeholders to understand their IT needs, offering tailored solutions that maximize efficiency, security, and user experience Manage the lifecycle of executive IT devices, from initial configuration and deployment to ongoing maintenance, security hardening, and decommissioning Participate in enterprise-level security initiatives, conducting risk assessments, and recommending improvements to the executive IT environment based on emerging threats Maintain a high level of operational continuity by creating, maintaining, and refining automation processes and workflows for endpoint provisioning and system management Evaluate and recommend new tools, technologies, and services to enhance executive support, productivity, and security Develop and maintain detailed documentation and knowledge base articles to improve team efficiency and provide users with self-service resources

Qualifications:

Bachelor’s degree in information technology, or a related field, or equivalent work experience 8+ years of experience in supporting enterprise IT environments, with a focus on executive support, endpoint management, and IT infrastructure Expertise in managing large-scale Windows Desktop OS environments, including automation, application packaging, and deployments Strong knowledge of security best practices for endpoint devices, including BitLocker, encryption protocols, and enterprise-wide security management Proficient in the administration of Active Directory, Group Policy Demonstrated ability to provide advanced troubleshooting for complex technical issues and to lead initiatives for continuous improvement Excellent communication skills, with the ability to interact with senior executives and non-technical stakeholders to resolve issues and provide updates on complex IT matters In-depth experience with security patch management, compliance, and vulnerability remediation at the endpoint level. Proven track record of delivering high-quality support with a focus on customer satisfaction, particularly in high-pressure, executive-level support environments Ability to prioritize tasks effectively, manage multiple priorities, and work in a fast-paced environment Understanding of Mobility and security concepts including Mobile Device Management, VPN, MFA, password less authentication. Strong understanding of cloud technologies and network infrastructure for remote access and virtual platforms Excellent problem-solving skills, analytical thinking, and the ability to devise practical solutions to technical challenges

Skills:

Communication - ability to communicate complex technical information and issues in a simple manner Results oriented - Create plans, execute on them relentlessly to achieve deadlines Service-oriented - Functions to ensure that the digital experience of executives is frictionless.  Understands what's important to executives, exercises patience and flexibility and seeks to ensure needs of executives are met. Executive presence - understands norms and protocols of working in a C-Suite environment Detail oriented - Sees the big picture but ensures the constituent parts are understood and accounted for. Thrives in a fast paced, often chaotic environment - creates order out of chaos through planning and prioritization  Ability to coordinate multiple technical experts to achieve a singular goal Can solution and solve full stack issues from Azure to M365 to Windows 11 desktop Technical expertise of O365/M365 product suite, DLP, Entra ID, Windows 11 and interactions / dependencies among various Microsoft client and cloud platforms. Understanding of general networking concepts including wireless networking  Stays current on latest personal digital productivity trends and desktop / mobile app products.  Keeps track of iOS, android, Windows and M365 release updates and features and communicates how to make use, or impact of changes  Expert at boardroom technology including Cisco Webex videoconferencing, Logi video conferencing technologies, Microsoft Teams, meeting room A/V tech Strong understanding of IT service management (ITSM) processes, including incident, problem, and change management Strong understanding of executive-level IT needs, with the ability to deliver high-quality, tailored solutions Excellent interpersonal and communication skills, with the ability to translate technical information for non-technical audiences Solid experience in managing end-user device lifecycle management, from configuration to retirement Strong analytical and troubleshooting skills with a focus on root cause analysis Ability to work independently and lead cross-functional teams to drive improvements in executive IT support Exceptional customer service orientation and attention to detail

Forward Air is an Equal Opportunity Employer.