Desktop Support Engineer（OA & VIP Support)

Key Responsibilities

Office Automation (OA) Support

• Provide first- and second-line technical support for office automation systems, including desktop PCs, laptops, printers, scanners, and standard office applications.

• Handle incident tickets and service requests related to hardware, software, operating systems, and peripheral devices, ensuring timely resolution within agreed SLAs.

• Perform desktop deployment, imaging, software installation, configuration, and patch management.

• Support mobile device management (MDM) and remote access tools for staff working from office or remote locations.

VIP Support

• Provide dedicated, priority technical support to senior executives, board members, and other designated VIP users.

• Offer a white-glove support service with rapid response times, proactive device health checks, and personalised assistance for meetings, presentations, and travel-related technology needs.

• Ensure VIP user devices are configured, secured, and maintained to the highest standard, including backup, encryption, and endpoint protection.

• Maintain confidentiality, discretion, and professionalism at all times when supporting executive users.

BAU Operations & Project Support

• Assist with desktop refresh projects, OS migration initiatives, and end-user technology rollouts.

• Contribute to knowledge base articles, user guides, and self-service documentation.

• Participate in IT support during business continuity, DR drills, or major incident scenarios.

Required Qualifications & Experience

• Diploma or Bachelor's degree in Information Technology, Computer Science, or related field.

• Minimum 3 years of experience in desktop or end-user computing support.

• Experience providing VIP or executive-level support is strongly preferred.

• Microsoft certifications (e.g., MD-100, MD-101) or ITIL Foundation certification is an advantage.

• Excellent interpersonal and communication skills, with a customer-oriented mindset.