Sr. VIP Support Engineer

Role & responsibilities

Job Description

MacOS Expertise Personalized Technical Support:

Provide immediate and high-priority on-site and remote support to VIP users for desktop, laptop, and peripheral device issues.

Software Installation and Configuration:

Assist with the installation, configuration, and troubleshooting of operating systems, applications, and software updates specifically tailored to VIP users' needs.

Hardware Maintenance: Perform routine maintenance, upgrades, and repairs on desktop and laptop hardware for VIP users.

Network Connectivity: Resolve issues related to network connectivity, including TCP/IP, DNS, DHCP, and VPN, ensuring seamless connectivity for VIP users.

User Account Management: Manage user accounts, permissions, and access rights in accordance with client policies, with a focus on the unique requirements of VIP users.

System Maintenance: Conduct proactive maintenance tasks such as software updates, patch management, and system backups to ensure optimal performance for VIP users. Documentation: Maintain detailed and confidential documentation of support activities, solutions provided, and recommendations for improvements tailored to VIP users.

Client Training: Provide one-on-one training and guidance to VIP users on best practices for system use and maintenance, ensuring they are comfortable and efficient with their technology. Proactive Monitoring: Implement monitoring tools to proactively identify and resolve potential issues before they impact VIP users.

Support of all workstations and printers including installation and upgrades.

End-user support of applications including, but not limited to, Windows workstations, MS- Office, Office365, Utilities and various stand-alone applications.

Daily Checklist for Video Conference rooms to be followed in the morning - Escalate to OEM vendor in case of any issues Video Conference meetings to be arranged between locations as per tickets logged by users Check the availability of bandwidth for Video Conferencing.

Work with 3rd party vendor support to implement upgrades and fixes.

Maintain asset inventory, network diagrams and other related and relevant records.

Instruct end-users in the use of relevant technology.

Role will require planned and unplanned off-hour support and travel.

Other duties as assigned and deemed necessary by management.

Making primary support is given via Remote Support Ability to listen to the client to gain an accurate understanding of the issue Providing various solutions to the client; where urgency is required, complying with the proper action in resolving the issue in an efficient and courteous manner Keeping management informed of higher priority/urgency issues and status Manage operations, support, management of products, systems, applications and services.

If an escalation is required, ensuring proper processes are followed to ensure prompt attention to the issue Installs personal computers, software, and peripheral equipment Performs software installations, maintenance, upgrades, and support Participate in the transfer of information from one shift to the next.