Desktop Support Engineer (L2) VIP Support

Role & responsibilities

We are seeking an experienced Desktop Support Engineer (L2) to provide dedicated technical support to senior leadership, including Senior Management Directors (SMDs) and the India CEO, while also serving as a technical escalation point for the broader desktop support team. This role requires a strong blend of technical expertise, professionalism, and the ability to work under pressure while supporting high-profile stakeholders.

Preferred candidate profile

VIP/Executive Support

Provide dedicated desktop and end-user device support to SMDs, the India CEO, and other senior leadership members.
Proactively monitor and manage all end-user devices assigned to VIP users, ensuring minimal downtime and swift issue resolution.
Communicate frequent, clear, and timely updates to senior stakeholders and leadership on the status of ongoing issues or incidents.
Maintain a high standard of professionalism, discretion, and confidentiality while handling sensitive executive support requests.

L2 Technical Support & Escalation

Act as the L2/SME escalation point for a India team of L1/onsite support engineers, providing guidance on complex desktop support issues.
Perform advanced troubleshooting for hardware, software, OS, and network-related issues escalated from L1 support.
Mentor and support junior team members in resolving technical issues efficiently.

VDI & Platform Support

Serve as a subject matter expert (SME) in VDI (Virtual Desktop Infrastructure) troubleshooting from an end-user/desktop perspective.
Troubleshoot VDI connectivity, performance, and access issues for end users.
Provide hands-on troubleshooting support for Apple MacBook devices, including OS-level and application-level issues.

Device & Endpoint Management

Manage and troubleshoot devices using Microsoft Intune, managed devices for both Windows Laptop and Mac endpoint Laptops.
Utilize SCCM (System Center Configuration Manager) for software deployment, patching, OS imaging, and endpoint management.
Perform high-level troubleshooting related to VPN connectivity, VDI access, Intune-enrolled devices, and macOS devices.

Printer & Peripheral Support

Install, configure, and troubleshoot MFP (Multi-Function Printer) devices, including network printer setup, driver installation, and print queue management.
Coordinate with vendors/OEMs for MFP hardware issues, toner/consumable management, and maintenance escalations as needed.
Support end users with printing, scanning, and faxing issues, including troubleshooting connectivity between desktops/laptops and MFP devices.

Incident Management

Log, manage, and track incidents/tickets via the ServiceNow portal.
Ensure accurate categorization, prioritization, and bifurcation of tickets for effective resolution and reporting.
Maintain detailed documentation of issues, resolutions, and recurring problems for knowledge base development.

Required Skills & Qualifications
68 years of relevant experience in Desktop Support / End User Computing, with at least 2–3 years in an L2 or VIP support capacity.
Strong hands-on experience with Windows OS troubleshooting and Apple macOS/MacBook support.
Practical, working knowledge of Microsoft Intune and SCCM for endpoint management.
Solid understanding of VDI technologies (Citrix, VMware Horizon, or similar) with desktop-side troubleshooting expertise.
Working knowledge of VPN troubleshooting and network connectivity issues at the endpoint level.
Proficiency with ServiceNow (or similar ITSM tools) for incident and ticket management.
Excellent verbal and written communication skills; ability to interact confidently and professionally with senior leadership.
Strong interpersonal skills, team player attitude, and ability to multitask in a fast-paced environment.
Ability to work under pressure and manage escalations calmly and effectively.

Preferred/Good-to-Have Skills
Experience with Active Directory (AD) and basic user/group management.
Familiarity with ITIL processes (Incident, Problem, Change Management).
Basic understanding of networking concepts (LAN/WAN, DNS, DHCP).
Experience with remote support tools and endpoint security software.
Prior experience supporting C-level/senior executives or VIP user groups.
Relevant certifications such as CompTIA A+, Microsoft MD-102 (Endpoint Administrator), or ITIL Foundation.
Flexibility to extend support during non-standard hours for urgent leadership requests.

Soft Skills
High degree of professionalism, discretion, and confidentiality.
Strong ownership mindset with a proactive approach to problem-solving.
Ability to prioritize tasks effectively based on business impact and urgency.
Team-oriented with mentoring capability for junior staff.