SME Desk Side Services, AMT Asset Management Software

Job description

We are seeking a highly skilled VIP Deskside Support Engineer to provide exceptional technical support to senior executives and high-profile users. This role involves delivering onsite and remote support, troubleshooting hardware and software issues, and ensuring a seamless IT experience for VIP stakeholders. The ideal candidate will have strong technical expertise, excellent communication skills, and the ability to work in a fast-paced, project-driven environment. Work Environment: • On-site presence during weekdays, including support for executive visits and critical events. • Provide assistance and maintain presence in the walk-in centre/IT lounge. • Hybrid work model with occasional travel and after-hours support. Key Responsibilities Deliver VIP-level IT white glove support for executives, ensuring timely resolution of issues and minimal downtime. • Provide first and second-level support for desktops, laptops, mobile devices, printers, and AV/meeting room technologies (Teams Rooms, Cisco VC, Webex). • Install, upgrade, and troubleshoot Windows 10/11, Microsoft Office 365, and authorized desktop applications. • Intune, Endpoint protection Active Directory, SCCM, Citrix Director • VOIP (Cisco Call Manager), Zoom Phone, VPN, MDM Apple Business Manager IT Asset Management & Security Compliance • Support Mac OS users and manage mobile device platforms (iOS and Android). • Administer identity and access management (Active Directory, Azure AD, MFA, GPOs) and enforce endpoint security compliance. • Manage hardware procurement, deployment, and inventory, including asset tagging and documentation. • Collaborate with vendors and internal teams to resolve complex issues and maintain operational consistency. • Maintain accurate ticket updates and documentation in ITSM tools (ServiceNow). • Provide network troubleshooting for LAN/WAN connectivity and coordinate with third-party providers for resolution. • Maintain accurate IT asset audits, documentation, and incident reports to identify trends and improve service delivery. • Provide onboarding/offboarding support, ensuring smooth transitions for VIP users. • Support remote site operations, including security remediation and warranty activities. • Participate in project-based work, including refresh rollouts and infrastructure upgrades. • Offer after-hours and weekend support for critical events or executive travel. Skill Requirements Bachelor’s degree or equivalent experience. • 7-10 years of IT support experience, with at least 5 years in VIP/executive support. • Must have experience of leading a team of 5-7 IT support engineers. • Certifications: CompTIA A+, Microsoft Certified Professional (MCP), or equivalent. • Strong knowledge of Windows 10/11, Active Directory, Office 365, VDI/Citrix, and enterprise antivirus solutions. • Experience with modern device management (Intune, Autopilot). • Basic understanding of network devices (switches, routers, firewalls) and AV technologies. • Proven troubleshooting and problem-solving skills with ability to meet SLAs. • Excellent communication and relationship-building skills. • Adaptable and flexible in a fast-changing environment; willing to work off-hours when required. Other Requirements Microsoft Certified: Azure Fundamentals (AZ-900). • ITIL Foundation certification. • Experience supporting executives in global organizations in regulated industries (finance, insurance). Apply now Information at a Glance Why HCLTech? At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. 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