Senior Desk Side Support Engineer

Education

• Bachelor's Degree in Information Technology, Computer Science, Engineering, or a related discipline.

Experience

• 9 to 15 years of experience in Desk Side Support, End-User Computing, or IT Infrastructure Support.
• Experience supporting enterprise environments with 500+ users preferred.
• Experience providing support within multinational and highly regulated environments is advantageous.

Technical Skills

• Windows 10/11 Administration
• Microsoft 365 Suite
• Microsoft Teams & Teams Rooms
• Active Directory & Azure AD
• Microsoft Intune / Endpoint Manager
• SCCM / MECM
• VPN & Remote Access Technologies
• Hardware Troubleshooting (Dell, HP, Lenovo)
• Networking Fundamentals (TCP/IP, DNS, DHCP, Wi-Fi)
• Endpoint Security Solutions
• ITSM Tools (ServiceNow preferred)

Professional Skills

• Strong customer service and stakeholder management skills.
• Ability to work independently in a fast-paced corporate environment.
• Excellent analytical and troubleshooting capabilities.
• Strong verbal and written communication skills.
• Experience supporting senior executives and business leadership teams.
• Understanding of ITIL Service Management practices.

Language Requirements

• Fluent English (Mandatory)
• Fluent French (Mandatory)
• Additional European language skills would be advantageous.

Certifications (Preferred)

• ITIL Foundation / ITIL 4
• Microsoft Certified: Modern Desktop Administrator
• Microsoft 365 Certifications
• CompTIA A+ or equivalent EUC certifications
• Azure Fundamentals (AZ-900)

Workplace & End-User Support

• Provide Level 2 and Level 3 onsite support for desktops, laptops, mobile devices, peripherals, and workplace technologies.
• Diagnose and resolve hardware, software, operating system, and connectivity issues.
• Manage incidents, service requests, and escalations in accordance with agreed SLAs.
• Support Windows 10/11 environments, Microsoft 365 applications, and corporate collaboration platforms.

Executive & VIP Support

• Deliver white-glove support for executive leadership and business-critical users.
• Ensure seamless technology support for board meetings, leadership events, and business presentations.
• Provide rapid response and priority handling for critical user-impacting incidents.

Collaboration & Meeting Room Services

• Support Microsoft Teams Rooms, conferencing systems, audiovisual equipment, and meeting room technologies.
• Ensure meeting rooms remain operational and ready for business use.
• Troubleshoot conferencing and collaboration issues in real time.

Infrastructure & Identity Support

• Support Active Directory user administration, Azure AD, Microsoft Intune, and endpoint management solutions.
• Participate in device deployments, hardware refresh activities, and technology upgrades.
• Coordinate with infrastructure teams for networking, server, security, and cloud-related issues.
• Adhere to ITIL-based Incident, Request, Problem, Asset, and Change Management processes.
• Maintain accurate documentation, knowledge articles, and technical procedures.
• Contribute to service improvement initiatives, automation opportunities, and operational efficiencies.
• Monitor and report recurring issues and service trends.

Vendor & Asset Management

• Manage IT asset lifecycle activities including procurement, inventory, deployment, and disposal.
• Coordinate with hardware and software vendors for support and service delivery.
• Ensure compliance with corporate policies and security standards.