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
