Position Overview

Experienced Administrator  will act as a pivotal technical and customer support resource, specializing in delivering exceptional support services to VIP and Executive Authorized Users. This role combines expert technical knowledge with a strong commitment to client service, ensuring seamless support for hardware, software, and communication technologies

Key Responsibilities

• Provide comprehensive end-to-end technical and customer support tailored specifically for VIP and Executive users, guaranteeing a high-quality user experience.
• Deliver on-site support services at the VIPs’ home office or residence when required, promptly addressing any technical challenges.
• Serve as the primary point of contact for all hardware and software issues, including laptops, peripherals, and mobile devices, ensuring efficient ticket management from initiation to resolution with appropriate follow-up communications.
• Perform detailed assessment and troubleshooting of reported incidents, taking full ownership to resolve issues effectively and efficiently.
• Replicate and resolve complex technical incidents within both software and hardware environments to minimize downtime and impact on VIP operations.
• Facilitate prompt and smooth onboarding support for newly hired VIPs as well as ongoing assistance for existing VIPs, ensuring technology readiness.
• Collaborate seamlessly with Conference Room Support Teams to enhance technology integration and support during VIP meetings, ensuring flawless communication technology experiences.
• Execute Installation, Move, Add, Change (IMAC) tasks as assigned, maintaining the integrity and efficiency of technical setups and configurations.
• Maintain accurate and thorough documentation by creating detailed call logs of all customer interactions, capturing critical information that supports troubleshooting and continuous improvement.
• Participate in special projects and additional customer support-related tasks as directed by management, contributing valuable insights and expertise.
• Coordinate effectively with internal departments and IT Infrastructure support teams, escalating incidents appropriately while driving timely resolutions and clear communications with customers.
• Strictly adhere to established Asset Management policies and processes, ensuring all support resources—including emails, documentation, and contacts—are organized and effectively utilized.
• Bring added value through knowledge of Webex meeting room technologies, supporting virtual meeting environments with proficiency.

Mandatory Skills and Experience

• Proven experience in Desktop Support, ideally within a high-stakes VIP or executive environment.
• IT support experience demonstrating progressive responsibility and technical proficiency.
• Strong familiarity with hardware management including laptops, peripherals, and mobile devices.
• Experience supporting software environments and remote troubleshooting via phone and digital channels.
• Competence with asset management processes and IT ticketing systems.
• Knowledge of Webex or similar virtual meeting room technologies is preferred and will be considered an advantage.