Deskside Support Engineer – VIP & Endpoint Management

About the role

The Deskside Support Engineer provides advanced end‑user and VIP support within an enterprise IT environment. Acting as the primary on‑site technical resource, the engineer ensures rapid resolution of critical incidents while maintaining a professional presence.

Key responsibilities

• Deliver white‑glove IT support to VIP and executive users, prioritising incidents according to SLA and business impact.
• Build, configure, deploy and refresh end‑user devices using Microsoft SCCM and Microsoft Intune.
• Provide advanced Windows 11 troubleshooting, patch validation and post‑deployment issue resolution.
• Perform hardware break/fix for laptops, desktops, peripherals, docks, monitors and printers.
• Execute Active Directory L1/L2 tasks, including user account management and access troubleshooting.
• Support Microsoft Teams, Teams Rooms and video‑conferencing equipment, including pre‑meeting checks and live‑session assistance.
• Log, track and update incidents and service requests in the ITSM platform and escalate complex issues to L3 or vendors.

Required profile

• Professional appearance and business‑appropriate dress when supporting senior stakeholders.
• High level of discretion, confidentiality and calm communication under pressure.
• Strong customer‑service orientation with the ability to manage multiple VIP requests simultaneously.

Required skills

• Microsoft SCCM
• Microsoft Intune
• Windows 11
• Active Directory (L1/L2 administration)
• Microsoft Teams and Teams Rooms
• Video‑conferencing hardware support
• ITSM incident and request management