VIP Support Engineer || Immediate To 10 Days notice period

• VIP/Executive Support: Provide white-glove, on-site IT support for leadership, including troubleshooting, installations, problem resolution, and regular maintenance VIP/VVIP users (MD, CMD, CEO, CFO, Chairman, Business Leaders
• Support Management: Handle fault calls, service requests, and planned changes. Manage the "Tech Bar" or "Tech Deck" and provide Smart-Hands support.
• Incident Management: Track and document end-user issues within ticketing systems (e.g., ServiceNow, BMC, JIRA). Ensure strict adherence to SLA-based response and resolution times.
• Technical Troubleshooting:
• Hardware: Provide comprehensive support for desktops, laptops, and mobile devices (iOS/Android).
• Software: Expert-level support for Windows OS, macOS, and the MS Office 365 suite (Outlook, OneDrive, Teams, SharePoint, BitLocker).
• Network: Resolve connectivity issues, including VPN support, Wi-Fi, and network printer installations.
• Infrastructure & AV Support: Setup and configure audio/video conference equipment (Cisco/Poly/Logitech room systems, projectors, microphones) for board meetings, townhalls, and critical business calls.
• Asset & Data Management: Maintain accurate asset databases, manage device refreshes, and perform backup/restoration of end-user data.
• Escalation & Vendor Liaison: Act as the escalation point for complex technical issues. Coordinate with external vendors and product authorities to ensure swift problem resolution.
• Team Leadership (if Senior/Lead): Oversee a team (e.g., 10-15 desktop engineers), allocate tasks, provide technical training (KT), and monitor performance/compliance.

Required Skills & Qualifications:

• Experience: Extensive experience in VIP/Executive support is mandatory. Previous experience leading a team of engineers is often required for senior/lead positions.
• Technical Proficiency:
• Deep knowledge of Windows and macOS configuration.
• Expertise in Office 365 administration and troubleshooting.
• Experience with SCCM, Jamf (for Mac management), and IT security tools like BitLocker.
• Familiarity with server support, firewalls, and ITIL processes (Incident, Service, and SLA Management).
• Soft Skills: Excellent client-facing communication skills, professional demeanor, and a strong track record of problem ownership