Position Summary:

We are seeking an experienced and skilled Level 3 Deskside Engineer with a strong background in providing high-quality technical support, including specialized Executive Support for senior leadership stakeholders. The ideal candidate will possess deep technical expertise, exceptional problem-solving skills, and outstanding interpersonal abilities to navigate high-pressure environments with professionalism and tact. This role requires a proactive and customer-focused individual who can support complex IT systems, troubleshoot issues, and deliver white-glove service to executives and VIPs.

Key Responsibilities:

Deskside Support Duties:

Provide on-site and remote Level 3 technical troubleshooting and resolution for Windows, mobile devices, hardware, software, and networking issues.Perform root cause analysis on recurring issues and implement long-term resolutions.Collaborate closely with Level 1 and Level 2 support teams to manage escalation processes effectively.Configure, install, and upgrade workstations, laptops, peripherals, and applications as required.Manage Active Directory objects, including user accounts, group policies, and permissions.Support and troubleshoot virtual desktop environments.Maintain, diagnose, and replace hardware components as necessary.

Executive Support Duties:

Deliver white-glove IT support tailored for executives, handling technical inquiries and issues promptly and with discretion.Proactively manage executive devices, ensuring they are secure, updated, and fully functional always.Provide hands-on support for conference room setup, including AV systems, video conferencing tools, and webinar platforms.Coordinate and execute troubleshooting during executive level meetings, presentations, and remote calls to ensure smooth operations.Offer personalized training and guidance for executives on IT tools, hardware, and software.

General IT Responsibilities:

Document incidents, resolutions, and processes in the ticketing system.Ensure security compliance by enforcing company IT policies and maintaining endpoint management best practices.Participate in IT projects, upgrades, and rollouts, contributing technical expertise.Assist in maintaining inventory of hardware, software, and other IT assets.Compliance reporting and troubleshooting patches.Provide after-hours and on-call support as required for urgent issues.

Collaboration and Communication:

Liaise with cross-functional teams, including network engineers, global administrators, and vendors, to resolve advanced technical issues.Communicate technical solutions in a clear and concise manner to non-technical users, including executives and stakeholders.Provide regular feedback and updates to the IT management team and maintain strong working relationships across the organization.