SME - Desk Side Services, AMT Asset Management… at HCLTech · City of…

Job Summary

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).