Core roles and responsibilities
Provide personalized IT support to VIP users including C-level executives, directors, and senior leadership teams.
- Ensure rapid response and resolution for high-priority incidents affecting key business stakeholders.
- Troubleshoot and support desktop/laptop hardware, OS (Windows/Mac), mobile devices (iOS/Android), printers, and peripherals.
- Configure and maintain VIP user systems with enhanced security policies, MFA, VPN, and remote access tools.
- Offer proactive monitoring and regular system health checks to minimize downtime for VIPs.
- Manage video conferencing, telepresence systems, and meeting room technologies (Microsoft Teams / Zoom / WebEx).
- Maintain confidentiality and professionalism while handling sensitive business information.
- Provide white-glove support at the user’s location—desk side assistance, meeting/event support, and executive device setup.
- Coordinate with Network, Server, and Application teams to fast-track issue resolution and ensure seamless services.
- Install, configure, and support MS Office 365, Outlook, corporate applications, and email across all devices.
- Ensure smooth functioning of audio/visual equipment, projectors, Smart TVs, and conference room infrastructure.
- Maintain updated documentation, ticket status, and service history in ITSM system (ServiceNow/Remedy/Jira).
- Handle IT onboarding for executives including system delivery, account creation, and permissions set-up.
- Perform regular data backup checks and help VIP users with data recovery and secure data transfers.
- Monitor and escalate critical system interruptions and provide timely communication and follow-ups.
- Maintain an inventory of VIP assets and ensure devices are always updated with latest patches and security updates.
Optional Skill Highlights
- Excellent communication skills and ability to interact with executive leadership
- Strong knowledge of networking basics, Windows/Mac troubleshooting, and AV systems
- Experience with ITIL / Incident Management processes
