Senior Desktop Support Engineer

2 weeks ago

Bengaluru, Karnataka, India Aforeserve Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Key Responsibilities:

End-User Support:

  • Deliver priority IT support to VIP/executive users both onsite and remotely.
  • Provide white-glove assistance for Windows/macOS laptops, desktops, smartphones (iOS/Android), and tablets.
  • Install, configure, and troubleshoot hardware such as printers, scanners, and other peripherals.
  • Support VIPs during high-profile meetings, presentations, and events (board meetings, town halls, video conferences).
  • Offer quick, discreet troubleshooting with minimal disruption to executives schedules.

Collaboration & Conferencing Support:

  • Manage and troubleshoot Microsoft Teams, Zoom, WebEx, and other UC tools.
  • Provide real-time support for AV/VC equipment (projectors, meeting room displays, Polycom/Logitech/Cisco devices).
  • Ensure meeting rooms and conference equipment are always ready and operational.

Network & Connectivity:

  • Assist with VPN, Wi-Fi, LAN/WAN connectivity issues for VIP devices.
  • Collaborate with the network team for escalated issues.

Security & Compliance:

  • Support BitLocker, MFA, SSO, and endpoint security tools as per company policies.
  • Ensure VIP devices are patched, updated, and compliant with IT security standards.

Incident Management & Reporting:

  • Log, track, and resolve incidents in the ITSM tool (ServiceNow/Remedy/Jira, etc.).
  • Provide root cause analysis for recurring VIP issues.
  • Maintain asset inventory and documentation for VIP users.

Customer Experience:

  • Provide personalized support and communication tailored to VIP expectations.
  • Act as a single point of contact (SPOC) for all VIP IT requirements.
  • Offer training or quick demos for executives on new collaboration tools or upgrades.

Required Skills & Qualifications:

  • 3+ years of IT support experience with at least 1–2 years in a VIP/Executive Support role.
  • Strong knowledge of Windows 10/11, macOS, MS Office 365, Teams, and Exchange Online.
  • Hands-on experience with AV/VC systems (Zoom Rooms, Polycom, Logitech Rally, etc.).
  • Familiarity with MFA, BitLocker, Intune, MDM solutions (AirWatch/MobileIron).
  • Excellent troubleshooting skills for networking basics (TCP/IP, DNS, VPN).
  • Good understanding of ticketing/ITSM tools and ITIL practices.
  • Outstanding communication, discretion, and professionalism when dealing with executives.
  • Ability to work under pressure with quick response and problem-solving skills.

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