VIP IT Support Engineer supporting CSuite Level Executives

Role Title: VIP IT Support Engineer (supporting C-Suite Level Executives)
Role Type: Outsourced, Full Time, On-Site
Work location: Dubai, UAE
Contract Duration: 6 months (extendable)
Language requirements: Bilingual (English and Arabic)

Role Purpose:
Highly skilled tech professional capable of resolving VIP technical issues while ensuring a premium experience. You will serve as the essential support behind the scenes, addressing printer malfunctions, resolving Wi-Fi problems, and guaranteeing our client's Executives remain consistently connected and productive. While your technical expertise is crucial, this role also demands strong people skills. We require a proficient problem-solver who can articulate complex concepts clearly and concisely and manage tense situations with composure and professionalism.

Minimum Qualifications/Education:

1. Degree in a relevant subject or equivalent experience
2. ITIL Foundation v3
3. At least two relevant industry recognised certifications (E.g. Microsoft, AWS, Cisco)
4. Demonstrated experience of providing technical support within an enterprise level organization, preferably supporting VIP users
5. Experience in Office 365 (essential), Exchange Admin, Active Directory, and SCCM
6. Experience in use of ITSM systems (ServiceNow highly desirable)

Minimum Experience:

1. Minimum of 8 years experience working within multiple technology domains (Service Desk/EUC/Desktop/Systems/Networks)
2. Minimum 10 years experience in a high-volume, customer facing environment

Key Responsibilities and Accountabilities:

1. Providing remote and onsite VIP support for key business stakeholders
2. Handling of escalations
3. Delivering against IT processes including Incident, Request, Change, Problem and Knowledge Management
4. Manage escalations with respective technology and telecommunication vendors effectively to drive complex/unsolved problems to resolution
5. Ensure IT Operations team compliance to policies, processes and procedures at all times
6. Provide prompt solution-based support, prioritising tasks through the day
7. Data entry into ITSM system for reference or further escalation if required
8. Responsible for maintaining and supporting all end user devices (e.g., workstations, mobile and multi-functional devices)
9. Ensure that the SOE for end-user devices are regularly reviewed, upgraded and maintained to meet functional and security requirements
10. Maintain office technology, including AV and videoconferencing facilities
11. Responding to and resolving incidents and service requests
12. Acting as an escalation point for key issues
13. Responsible for the development of processes, documentation and knowledge management for End User Computing (EUC)
14. Delivering required tasks for IT and business projects
15. Driving continuous improvements across the EUC environment
16. Maintaining a stable and secure EUC environment

Other requirements:

1. A desire (and ability to) solve problems and challenges
2. Great communications skills when dealing with non-technical stakeholders, founded in being a good listener
3. Advanced understanding of support tools, techniques and how technology is used to provide services
4. Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices
5. Advanced understanding of operating systems, business applications, printing systems and network systems
6. Knowledge of OS mainly Microsoft & Apple
7. Knowledge of TCP/IP networking, SOE imaging, remote OS and software installation and deployment
8. Hands on experience of working with and maintaining network and server infrastructure
9. Hands on experience working with and maintaining Microsoft 365 Platform
10. Demonstrated experience in Mobile Device Management (MDM)
11. Understanding of cloud-based, backup and disaster recovery systems
12. A desire to deliver an amazing customer experience
13. The ability to keep up with & adapt to the fast-paced IT world
14. Demonstrated experience as an EUC/Desktop Engineer
15. Experience providing EUC/Desktop support
16. Excellent technical experience
17. Demonstrated analytical and problem-solving skills
18. Strong customer service focus and quality control skills
19. Highly developed time management skills
20. The ability to work in a fast-paced environment

Personal Characteristics and Required Background:

1. Excellent verbal and written communication skills - you're not afraid to engage in conversation
2. Ability to adapt communication techniques to suit the needs of different individuals
3. Professional presentation skills
4. Demonstrated experience of providing technical support within an enterprise level organization, preferably supporting VIP users
5. Experience in Office 365 (essential), Exchange Admin, Active Directory, and SCCM
6. Experience in use of ITSM systems (ServiceNow highly desirable)