VIP -Desktop Support Technician (Onsite)

Job Title – VIP (Executive Support) - Desktop Support Engineer

Background

Desktop Support engineer (VIP/Executive Support) providing Break-Fix, fault diagnosis, resolution and installation/deployment of new hardware with in the core campus location.  

Role

Responsible for day to day support of the highest-level Executives in customer location, which includes break/fix support for any and all devices, including PC software/hardware; Smartphones; iPads; & BYOD MACs. Also responsible for the support & management of Video Conferencing equipment.

Desktop Support Engineer providing Break Fix, fault diagnosis and resolution. Providing fault analysis to customer’s various core operating systems and platforms, as well be able provide support and apply desktop fault resolution for the approved application suite. Diagnose hardware faults and provide both remote assistance and desk side support to various business areas with the support remit. Provide expertise in all aspects of IT desktop fault function and deployment of all new kit and peripherals under the Installs, Moves and changes environment.

Key Responsibilities

• Primary contact responsible for the support of senior Executives. 
  1. Provide Day to Day Support – which includes: break/fix support for any and all devices (Hardware [PC's, Phones, iPads] Software (COTS, Bus Apps) and Network).
  2. Provide remote support for executives travelling and be flexible with support hours
  3. Provide support for global executives visiting the facility
  4. Provide off hour remote support on a rotating basis – (24x7)
  5. Provide support for off-site key Executive Meetings when required. 
  6. Must be extremely customer focused and be able to multi task well.
  7. Must be able to communicate extremely well both verbal and written.
  8. Must be a team player and be willing to be flexible 
  9. Customer Service must be the highest priority
• Primary contact responsible for all Video Conferencing devices/units

Which includes:

1. Software/Hardware upgrades
2. Testing of new devices
3. Full support for all Exec meetings - both internal and external
4. Troubleshooting and escalation of issues

• Works closely with other Executive Support team members 
• Work closely with Video Leads/Vendors

Candidates must be flexible regarding shift patterns.

Key Skills

• Previous Executive Support Experience. Must have performed VIP (Executive) Support Experience desktop support role in last 3 years. C level executive/ VIPs and administration support.
• Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers
• Minimum 8 years face to face experience required in Desktop Support role with half of it with a private organisation preferably with manufacturing sector
• Outstanding customer service and easily handle the role requirement and be solution oriented.
• Outstanding presentation & communication
• Post Deployment Support/Floor Walking/Desktop Support preferably with in last 3 years
• Performing asset inventory activities as needed
• Works with procurement staff to purchase hardware and software
• Strong Microsoft Windows o\s experience (including Windows 10)
• Strong Software management environment understanding
• Understanding of Asset Management system 
• Fault analysis for Microsoft Office Suite. 2^nd line fault analysis and experience of Microsoft Office (Lync/Skype for Business, Outlook, Word, Excel)
• Smartphone Support, iPhone, iPad etc…
• Experience of supporting VPN and remote connection tools, in relation to Broadband and 3G technologies.
• Experience providing remote fault analysis, via verbal communication and IT remote control tools. 
• Active Directory user account administration experience.
• This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned
• Background security check required

Desired Skills

• Handling of Tape Media and basic Back-ups loading and loading techniques
• Broad experience of IT with basic understanding of Networks , Servers, Audio/Visual, Smart Devices and Telecoms
• Project or rollout experience in the IT environment 
• Hardware accreditations or experience from HP or Lenovo or Dell equipment.
• ITIL, MCSE or any IT desktop accreditations.