Deskside Support Engineer

Key Responsibilities

Executive & VIP Support

· Provide dedicated deskside and remote technical support for executives and designated VIP users.

· Deliver a white-glove support experience, ensuring issues are handled with urgency, professionalism, and minimal disruption.

· Take end-to-end ownership of executive incidents and service requests through resolution.

· Provide proactive technical assistance before critical meetings, executive presentations, and leadership events.

· Coordinate with infrastructure, network, security, application, collaboration, and vendor teams when issues require escalation.

· Maintain clear communication with executive users throughout incident resolution.

· Ensure appropriate follow-up after resolution to confirm services are functioning as expected.

Desktop & Endpoint Support

Provide advanced troubleshooting and support for:

· Windows 10/11 laptops and desktops

· Microsoft Surface and other enterprise endpoint devices

· Hardware and peripheral issues

· Docking stations and monitors

· Printers and scanners

· Headsets, webcams, keyboards, and other peripherals

· Device performance and operating system issues

· Software installation and troubleshooting

· Device replacement, refresh, and migration activities

Support device provisioning, configuration, diagnostics, repair coordination, and replacement as required.

Microsoft 365 Support

Provide advanced user support for:

· Microsoft Outlook

· Microsoft Teams

· OneDrive for Business

· SharePoint Online

· Microsoft Word

· Microsoft Excel

· Microsoft PowerPoint

· Microsoft Edge

Troubleshoot issues involving Outlook profiles, mailbox access, Teams meetings, OneDrive synchronization, Microsoft 365 applications, authentication, and related end-user services.

Mobile Device Support

· Support executive smartphones and tablets, including iPhone, iPad, and enterprise-supported Android devices.

· Troubleshoot corporate email, Microsoft Teams, authentication, certificates, Wi-Fi, and other approved business applications.

· Support device enrollment and mobile device management processes.

· Assist with device replacements, upgrades, and migrations.

· Coordinate with mobility and security teams for complex mobile-device issues.

Executive Meeting & Conference Room Support

· Provide proactive support for executive meetings, leadership sessions, and critical presentations.

· Validate conference room technology before high-profile meetings where required.

· Troubleshoot Microsoft Teams meeting connectivity, audio, video, displays, cameras, microphones, and presentation-sharing issues.

· Provide rapid onsite intervention for executive meeting-room issues.

· Coordinate with AV and collaboration teams for advanced conference-room incidents.

Identity, Access & Connectivity

Troubleshoot common end-user issues involving:

· Microsoft Entra ID authentication

· Multi-factor authentication

· Windows login

· VPN connectivity

· Corporate Wi-Fi

· Wired network connectivity

· Password and account-related issues

· Remote-access services

Work with identity, networking, and security teams when advanced troubleshooting or privileged changes are required.

Incident & Service Management

· Create, update, and manage executive support tickets in the organization's ITSM platform.

· Maintain accurate troubleshooting notes and resolution details.

· Ensure executive incidents receive appropriate prioritization under established ITSM procedures.

· Escalate high-impact or recurring issues to appropriate technical teams.

· Participate in Major Incident Management when executive services are impacted.

· Identify recurring executive support issues and recommend permanent corrective actions.

· Maintain executive-support knowledge articles, SOPs, and troubleshooting documentation.

Executive Onboarding & Offboarding

Provide technology support for executive onboarding, transfers, and departures, including:

· Laptop and endpoint preparation

· Mobile device setup

· Microsoft 365 configuration

· Access validation

· Peripheral and workspace setup

· Conference and collaboration tool readiness

Coordinate across relevant teams to ensure executive technology is operational when required.

Security & Confidentiality

· Maintain strict confidentiality when handling executive devices, data, communications, and support requests.

· Follow organizational cybersecurity, privacy, and data-handling policies.

· Ensure devices remain compliant with endpoint-security requirements.

· Immediately escalate suspected security incidents through established security procedures.

· Maintain appropriate chain of custody and handling procedures for executive equipment where applicable.

Required Technical Skills

End-User Computing

· Windows 10/11

· Microsoft Surface and enterprise laptop/desktop hardware

· Device drivers and peripherals

· Printing and scanning

· Remote desktop/support tools

· Endpoint troubleshooting

Microsoft 365

· Outlook

· Teams

· OneDrive

· SharePoint

· Word

· Excel

· PowerPoint

Endpoint Management

Hands-on experience with technologies such as:

· Microsoft Intune

· Microsoft Configuration Manager

· Windows Autopilot

· Enterprise endpoint security tools

Mobility

· iOS/iPhone/iPad

· Android

· Mobile Device Management

· Corporate email and Teams configuration

· Mobile authentication and connectivity troubleshooting

Networking

Working knowledge of:

· TCP/IP

· DNS

· DHCP

· VPN

· Wi-Fi

· LAN connectivity

· Network troubleshooting fundamentals

Identity & Security

Working knowledge of:

· Microsoft Entra ID

· Multi-factor authentication

· Windows authentication

· BitLocker

· Endpoint security fundamentals

Executive Support Competencies

The candidate must demonstrate:

· Excellent customer-service orientation

· Executive presence and professional communication

· Ability to remain calm during urgent or high-pressure situations

· Strong sense of ownership and accountability

· Excellent troubleshooting and analytical skills

· Ability to communicate technical issues clearly to non-technical executives

· Strong prioritization and time-management skills

· High level of discretion and confidentiality

· Ability to coordinate rapidly across multiple technology teams

· Strong attention to detail

· Proactive rather than purely reactive support mindset

Preferred Qualifications

· 5–8+ years of enterprise deskside/EUC support experience.

· Demonstrated experience supporting C-suite, senior executives, or VIP users.

· Experience in a large enterprise or managed-services environment.

· Experience supporting executive meetings and conference-room technology.

· Hands-on experience with Microsoft 365, Windows, Intune, and enterprise endpoint technologies.

· Experience with ServiceNow, ManageEngine ServiceDesk Plus, or a comparable ITSM platform.

· Relevant Microsoft endpoint or Microsoft 365 certifications are preferred.

· ITIL Foundation certification is an advantage.

Success Measures

Performance in this role should focus on:

· Executive user experience and satisfaction

· Responsiveness to priority incidents

· End-to-end ticket ownership

· Incident restoration and resolution

· Repeat-incident reduction

· Meeting and event technology readiness

· Accurate ticket documentation

· Successful executive onboarding/device refresh

· Compliance with security and ITSM processes