Desktop Support Engineer VIP Support

Stefanini - New York, NY

Full-time - Mid Level

New York, NY

251-500 employees

Professional, Scientific, and Technical Services

About the position

The Desktop Support Engineer VIP Support role at Stefanini Group is an exciting opportunity to provide exceptional 24x7 support to C-level executives and their executive assistants. The Premier team is dedicated to ensuring the seamless operation of end-user hardware and software, offering comprehensive services that include installation, diagnosis, repair, maintenance, and upgrades. This position requires adept handling of a diverse range of technologies, including PCs, VDIs, laptops, smartphones, tablets, MacBooks, Chromebooks, and home networks. Support is provided across various platforms, utilizing in-person assistance, phone, and email support, which encompasses phone/remote support, desk-side support, break/fix solutions, and move/add/change requests, as well as AV support and more. Key responsibilities include responding promptly to user inquiries and support calls via email or phone, escalating high-impact issues while retaining ownership until resolution, and offering application support across multiple operating systems such as Windows 10/11, Office 365, Outlook mobile, and macOS. The role also involves providing technical solutions and guidance to users at all organizational levels, building and installing hardware in alignment with the lifecycle program, and effectively managing inventory and asset tracking. Coordination with vendors and assistance with other IT support tasks are also essential components of this position. Additionally, the Desktop Support Engineer will contribute to project delivery, participate in disaster recovery planning and testing, document technical support processes, and share knowledge within the team. The role requires occasional travel, including providing travel support and managing high-risk travel situations, as well as availability for on-call duties and weekend support as required. Proficiency in multimedia platforms like Cisco Webex, Zoom, and Teams is necessary, and experience with aircraft and aviation hangar support is advantageous.

Responsibilities

• Respond promptly to user inquiries and support calls via email or phone.
• Escalate high-impact issues while retaining ownership until resolution.
• Offer application support across multiple operating systems, including Windows 10/11, Office 365, Outlook mobile, and macOS.
• Provide technical solutions and guidance to users at all organizational levels.
• Build and install hardware in alignment with the lifecycle program.
• Manage inventory and asset tracking effectively.
• Coordinate with vendors and assist with other IT support tasks as needed.
• Contribute to project delivery and participate in disaster recovery planning and testing.
• Document technical support processes and share knowledge within the team.
• Be willing to travel occasionally, including providing travel support and managing high-risk travel situations.
• Be available for on-call duties and weekend support as required.
• Multitask efficiently and be proficient with multimedia platforms like Cisco Webex, Zoom, and Teams.

Requirements

• Proficiency in Active Directory, Mobile Device Management, SCCM, macOS, Office 365, Windows 10/11, Jabber, Cisco AnyConnect, Z Scaler, VPN, and Dell/Mac/Apple hardware.
• Prior experience in Executive IT Support, particularly in supporting a CEO or chairman's suite, senior managing directors, and Board of Directors within the financial sector.
• Familiarity with event support and supporting sophisticated home networks.
• Proactive support experience, utilizing tools such as Splunk and Control Up.
• Involvement in a data privacy program, with knowledge of personal information removal from data brokers, dark web monitoring, and password security management through password managers.
• Knowledge of satellite communications, Star Link, and configuration of burner devices.
• Bachelor's degree in a related field.
• A minimum of 5 years of experience in the field.

Nice-to-haves

• Experience with aircraft and aviation hangar support is advantageous.