Desktop Technician will provide day to day local\remote desktop support, receive inbound calls,
answer questions, troubleshoot and document steps performed to resolve challenges with
hardware, software and application issues in a ticketing system. The candidate will also need to
facilitate customer resolution for calls and engage their supervisors and managers to ensure
operational consistency across all shifts within the IT Support Center. Desktop Support Engineer
provides Break Fix, fault diagnosis and resolution. Providing fault analysis to customers' various
core operating systems and platforms, as well be able to provide support and apply desktop
fault resolution for the approved application suite. Ideal candidate should have relevant 8-10
years' experience in Windows Desktop support. Achieve consistent expertise, provide and
support a culture of continuous service improvement, and leverage modern technologies.
Job Responsibilities:
a) Deliver white-glove IT support to C-suite executives and senior leadership
b) Provide on-site, remote, and at-home troubleshooting (break/fix) for hardware, software and connectivity issues.
c) Prepare, configure, and maintain all executive devices — laptops, desktops, smartphones, and tablets (iOS and Android) ensuring optimal performance and compliance.
d) Support executives during critical meetings, travel, or events, including out-of-hours support when required.
e) Manage and support technology for board meetings, presentations, offsite
engagements, and hybrid or virtual meetings.
f) Provide technical support for Audio-Visual systems, including Microsoft Teams Rooms (MTR) setups, ensuring meeting rooms and conferencing facilities are fully operational and delivering high quality experience.
g) Provide technical support for large-scale meetings, webinars, and town halls using Teams, Zoom, and other conferencing platforms.
h) Record and manage tickets through the ITSM platform (ServiceNow), ensuring accurate documentation and timely issue resolution.
i) Support MFA, VPN, and other secure communication practices for executives users ensuring adherence to IT security, data protection, and compliance policies at all times.
j) When not engaged in executive support duties, assist with BAU incidents, requests and changes.
k) Exceptional communication and interpersonal skills, especially with senior stakeholders.
l) Professional, calm, and customer-focused under pressure.
m) Discreet, trustworthy, and adaptable to executive needs.
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