Senior VIP Desktop Engineer

Purpose of Position

Be part of a global team who support our employees as well as improving internal support tools and processes. The goal here is to provide exceptional end user support and build processes and systems that we are proud of.

The ideal candidate will be passionate about delivering an exceptional support experience and generally making the experience for our employees as smooth as possible. You will form part of a team that is responsible for supporting approx 600 employees and growing rapidly, managing over 10 global offices in a fast-paced environment.

Roles & Responsibilities

• Provide responsive VIP/Executive Desktop Support to senior management and high-priority users.
• Troubleshoot Windows laptops/desktops, Microsoft 365, Outlook, Teams, applications, peripherals, VPN and MFA issues.
• Provide onsite support and assist other APAC offices, including travel when required.
• Support AV, conference-room and telephony systems.
• Troubleshoot basic LAN/WAN, Wi-Fi, VPN and connectivity issues.
• Handle user onboarding, transfers and offboarding, including device and access setup.
• Manage tickets and incidents within defined SLAs, following ITIL processes.
• Coordinate with infrastructure, security and external vendors to resolve issues.
• Maintain documentation and deliver a consistently high-quality user experience.
• Be flexible to provide support outside core working hours when required.

Required Qualifications

• Mandatory: Current or previous experience in VIP/Executive Desktop Support or equivalent white-glove IT support.
• Strong hands-on experience supporting Windows 10/11 and Microsoft 365/Office 365.
• Experience with Active Directory, Azure/Azure AD, Intune/Endpoint Manager, SCCM and Autopilot.
• Experience supporting VPN, MFA, remote access and basic network troubleshooting.
• Hands-on exposure to AV/conferencing and telephony systems; Cisco/Crestron knowledge is desirable.
• Strong customer service, communication, troubleshooting and problem-solving skills.
• Experience with ITSM tools such as ServiceNow and understanding of ITIL Incident/Service Request/Problem Management.
• ITIL certification and Microsoft certifications are desirable.
• Private Equity/Financial Services experience is an advantage but not mandatory.