Job Description

JD for VIP Support engineer. Serve as the single point of contact for all technical escalations from customers and VIP users. Utilize over 10 years of experience with in-depth knowledge of Windows and MAC OS. Clearly explain and document technical issues for clients. Exhibit excellent interpersonal skills. Demonstrate strong written and verbal communication skills, particularly with C-level leaders. Maintain a customer-oriented attitude. Provide support for conference rooms and all-hands meetings. Excel in using MS Office tools, including PowerPoint and Excel. Possess excellent troubleshooting skills for MS Office products. Manage hardware and software break-fix for laptops and desktops. Guide customers through the installation of applications and computer peripherals. Have strong knowledge of video conference devices. Ask targeted questions to diagnose problems effectively. Test alternative pathways until issues are resolved. Record technical issues and solutions in logs. Escalate unresolved issues to the next level of support personnel. Follow up with clients to ensure their systems are functional. Report customer feedback and potential product requests. Assist in creating technical documentation and manuals. Identify, log, and resolve technical problems with software applications or network systems. Present potential changes and system improvements to senior team leaders for consideration and implementation. Ensure work is carried out within agreed service levels and in accordance with department guidelines. Create, maintain, and distribute progress reports to senior leadership. Maintain client databases with solutions and clear records of activities. Be available to travel and work after hours when necessary. Exhibit outstanding multitasking and problem-solving capabilities. Provide mentoring and technical training to team members. Conduct root cause analysis of incidents and recommend automation solutions.