Senior Desktop Support Engineer

Key Responsibilities:

End-User Support:

• Deliver

  priority IT support

  to VIP/executive users both onsite and remotely.
• Provide

  white-glove assistance

  for Windows/macOS laptops, desktops, smartphones (iOS/Android), and tablets.
• Install, configure, and troubleshoot hardware such as printers, scanners, and other peripherals.
  
• Support VIPs during

  high-profile meetings, presentations, and events

  (board meetings, town halls, video conferences).
• Offer quick, discreet troubleshooting with

  minimal disruption to executives schedules

  .

Collaboration & Conferencing Support:

• Manage and troubleshoot

  Microsoft Teams, Zoom, WebEx, and other UC tools

  .
• Provide

  real-time support for AV/VC equipment

  (projectors, meeting room displays, Polycom/Logitech/Cisco devices).
• Ensure meeting rooms and conference equipment are always ready and operational.
  

Network & Connectivity:

• Assist with

  VPN, Wi-Fi, LAN/WAN connectivity

  issues for VIP devices.
• Collaborate with the network team for escalated issues.
  

Security & Compliance:

• Support

  BitLocker, MFA, SSO, and endpoint security tools

  as per company policies.
• Ensure VIP devices are

  patched, updated, and compliant

  with IT security standards.

Incident Management & Reporting:

• Log, track, and resolve incidents in the

  ITSM tool (ServiceNow/Remedy/Jira, etc.)

  .
• Provide

  root cause analysis

  for recurring VIP issues.
• Maintain

  asset inventory

  and documentation for VIP users.

Customer Experience:

• Provide

  personalized support and communication

  tailored to VIP expectations.
• Act as a

  single point of contact (SPOC)

  for all VIP IT requirements.
• Offer

  training or quick demos

  for executives on new collaboration tools or upgrades.

Required Skills & Qualifications:

• 3+ years of IT support experience

  with at least 1–2 years in a VIP/Executive Support role.
• Strong knowledge of

  Windows 10/11, macOS, MS Office 365, Teams, and Exchange Online

  .
• Hands-on experience with

  AV/VC systems

  (Zoom Rooms, Polycom, Logitech Rally, etc.).
• Familiarity with

  MFA, BitLocker, Intune, MDM solutions (AirWatch/MobileIron)

  .
• Excellent troubleshooting skills for

  networking basics (TCP/IP, DNS, VPN)

  .
• Good understanding of

  ticketing/ITSM tools

  and ITIL practices.
• Outstanding

  communication, discretion, and professionalism

  when dealing with executives.
• Ability to work under pressure with

  quick response and problem-solving skills

  .