Senior Technical Specialist

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Job Summary:

VIP Support Engineer

Key Responsibilities:

• Provide dedicated

  VIP/End User support

  (remote and onsite) for high-priority users, ensuring minimal downtime.
• Manage

  Level 2 Desktop Support

  tasks including troubleshooting hardware, software, OS, and network issues.
• Support

  MAC and Windows

  systems including configuration, setup, and troubleshooting.
• Handle

  Remote support

  using tools like TeamViewer, AnyDesk, Remote Desktop, etc.
• Escalate complex technical issues to relevant teams while maintaining ownership through resolution.
• Collaborate with IT teams to deliver smooth onboarding/offboarding and ensure compliance with security standards.
• Maintain detailed documentation of user issues and solutions using ticketing tools like ServiceNow or similar.
• Ensure timely communication and updates to VIP users throughout the support process.

Required Skills:

• Proven experience in

  VIP User Support

  or Executive Support roles.
• Strong understanding of

  End-User Services (EUS)

  and ITIL-based support practices.
• Experience with

  MAC OS and Windows OS

  support at L2 level.
• Proficiency in troubleshooting desktops, laptops, mobile devices, printers, and conferencing tools.
• Excellent communication, interpersonal, and problem-solving skills.
• Experience with remote support tools and ticketing systems.

Preferred Qualifications:

• ITIL Foundation Certification (preferred, not mandatory)
• Experience working in corporate environments or supporting C-Level executives
• Familiarity with MDM tools and endpoint security