VIP Support Engineer

Deliver dedicated white-glove technical support to Ministry executive leadership and their offices, resolving issues end-to-end across the full technology stack with discretion, speed and minimal escalation.

KEY RESPONSIBILITIES

• Act as named single point of contact for an assigned group of executives and their support staff.
• Own incidents to resolution across desktop, mobile, collaboration, server and storage layers regardless of tier boundaries.
• Provide proactive support - pre-meeting readiness checks, board and council session support, executive travel preparation and device health monitoring.
• Deliver full Microsoft Teams support including Teams Rooms, live events, town halls and audio/video quality troubleshooting.
• Manage executive mailbox, calendar delegation, archiving and Exchange Online issues.
• Perform Wintel server and storage administration tasks supporting the executive environment.
• Troubleshoot connectivity for executive areas, home offices and remote working, including VPN and secure access.
• Coordinate vendors, L3 teams and security functions while retaining full ownership of the executive user experience.
• Provide on-site presence at Ministry events, ceremonies and high-profile sessions.
• Maintain absolute confidentiality over all information encountered in the course of support.

REQUIRED TECHNICAL SKILLS

• Wintel - Windows Server administration, Active Directory, Group Policy, DNS and DHCP.
• Storage - SAN and NAS fundamentals, file services, NTFS permissions, backup and restore operations.
• Microsoft - Microsoft 365, Exchange Online, Intune, SharePoint, OneDrive, Entra ID.
• Teams - full administration and troubleshooting including Teams Rooms, peripherals and meeting quality analysis.
• Networking - solid working knowledge of TCP/IP, routing fundamentals, VPN, Wi-Fi and firewall concepts.
• Endpoint security tooling, encryption and mobile device management.
• Windows 10/11 advanced troubleshooting and performance tuning.

Desired Candidate Profile

KEY RESPONSIBILITIES
Act as named single point of contact for an assigned group of executives and their support staff.
Own incidents to resolution across desktop, mobile, collaboration, server and storage layers regardless of tier boundaries.
Provide proactive support - pre-meeting readiness checks, board and council session support, executive travel preparation and device health monitoring.
Deliver full Microsoft Teams support including Teams Rooms, live events, town halls and audio/video quality troubleshooting.
Manage executive mailbox, calendar delegation, archiving and Exchange Online issues.
Perform Wintel server and storage administration tasks supporting the executive environment.
Troubleshoot connectivity for executive areas, home offices and remote working, including VPN and secure access.
Coordinate vendors, L3 teams and security functions while retaining full ownership of the executive user experience.
Provide on-site presence at Ministry events, ceremonies and high-profile sessions.
Maintain absolute confidentiality over all information encountered in the course of support.
REQUIRED TECHNICAL SKILLS
Wintel - Windows Server administration, Active Directory, Group Policy, DNS and DHCP.
Storage - SAN and NAS fundamentals, file services, NTFS permissions, backup and restore operations.
Microsoft - Microsoft 365, Exchange Online, Intune, SharePoint, OneDrive, Entra ID.
Teams - full administration and troubleshooting including Teams Rooms, peripherals and meeting quality analysis.
Networking - solid working knowledge of TCP/IP, routing fundamentals, VPN, Wi-Fi and firewall concepts.
Endpoint security tooling, encryption and mobile device management.
Windows 10/11 advanced troubleshooting and performance tuning.