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About the role
Position name: VIP Support Engineer (Female) Working Days: 5 Days on site Working Shift: General Shift Location: Hinjewadi & Chakan Pune Minimum 6 years of experience in Desktop Support, EUC Support, or VIP Executive Support. Experience supporting C-level executives, senior management, or VIP users. Hands-on experience in enterprise IT environments. Strong understanding of ITSM and ITIL practices The VIP Support Engineer (L3) will be responsible for providing premium technical support services to senior leadership and designated VIP users. The role requires advanced troubleshooting expertise, excellent customer service skills, and the ability to manage high-priority incidents while ensuring minimal business disruption. Key Responsibilities Deliver dedicated and high-quality IT support to VIP users across the organization. Ensure VIP incidents and service requests are identified, prioritized, and handled as per agreed service levels. Provide onsite desktop support for VIP users whenever required. Offer remote, telephonic, and on-call support for VIP users during business-critical situations. Coordinate with internal support teams and vendors to ensure timely resolution of escalated incidents. Manage and maintain a separate IT asset inventory for VIP users, ensuring accurate tracking and periodic reviews. Prepare monthly inventory and service-related reports as per customer requirements. Perform advanced troubleshooting for hardware, software, operating systems, and end-user computing devices. Support operating system installations, upgrades, patch management, antivirus administration, and security compliance. Ensure high customer satisfaction through proactive communication and timely issue resolution. Maintain documentation of incidents, solutions, and knowledge base articles. Technical Skills Required End User Computing (EUC) Advanced troubleshooting of desktops, laptops, printers, and peripheral devices. Strong knowledge of Windows Operating Systems and endpoint management. Microsoft Technologies Microsoft Office 365 Suite Outlook, Teams, OneDrive, and collaboration tools Active Directory and user account management Apple Device Support Intermediate knowledge of Apple devices including: MacBooks iPhones iPads Troubleshooting macOS and iOS-related issues. IT Service Management Incident Management Service Request Fulfillment Asset Management ITIL-based support processes Security & Compliance Antivirus management OS patching and updates Endpoint security best practices Required Competencies Excellent verbal and written communication skills. Strong customer-facing and stakeholder management abilities. Ability to work independently and handle critical VIP escalations. Strong analytical and problem-solving skills. Professional demeanor and high level of confidentiality. Ability to work under pressure and meet stringent SLA commitments.
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