Desktop Support Engineer - VIP Support Team Lead

A&O IT Group; Nanterre; Sur place; EUR 42 000 - 64 000; Plein temps

Résumé du poste

A&O IT Group is seeking a dedicated VIP IT Support professional to provide top-tier service for the Executive Leadership Team based in Paris. You will own ELT incidents and requests, deliver rapid resolutions, and proactively assist executives both on-site and while traveling.

The role includes managing VIP events, meeting rooms, and coordinating with L2/L3 support. The ideal candidate has strong Windows Desktop skills, experience with Active Directory and Office 365, and comfort with

Qualifications

• Experience with Windows OS and Active Directory environments.
• Proven ability to handle VIPs with discretion and efficiency.
• Familiarity with ServiceNow or similar helpdesk systems.

Responsabilités

• Provide VIP IT support for ELT members based in Paris.
• Own ELT incidents and requests and drive resolution quickly.
• Proactively support ELT, including travel and remote work scenarios.
• Coordinate and lead VIP events and meetings, including off-site venues.
• Manage VIP meeting room and special room resources.
• Handle ELT tickets to L2/L3 teams and monitor SLAs.
• Process purchase orders for executives' devices.
• Define and report monthly quality KPIs and manage the budget.

Connaissances

VIP Support

Windows Desktop Support

Incident & Service Request ownership

Meeting room management

Communication & customer service

Multi-tasking & prioritization

Outils

Active Directory

MS Office 365

ServiceNow

Endpoint hardware support

Description du poste

Provide VIP Support, handle Incidents and Service Requests and near desk support;

• Primary focus shall be for the Executive Leadership Team ("ELT") members based in Paris. Make sure that all Executives get the best experience with IT systems (meeting rooms, end points, software…)
• Take immediate ownership of ELT incidents and requests and lead the solution and fulfillment in the shortest time
• Be proactive for ELT team members requests
• Support ELT sitting out of France or while travelling, keeping in touch directly with them and with local DSS/On-site support.
• Leading and managing all VIP’s special events, that means anticipate, test, prepare and organize all VIP’s events without any errors even if the events are organized outside of the site (hotel and so on…)
• Be the expert for all meeting rooms and special rooms
• Manage and follow the ELT tickets to L2 and L3 teams.
• Able to do the purchase Orders for Executives devices
• Define and report on quality KPIs on a monthly basis
• Manage the team budget

About you:

• You will have a experience in Windows Desktop support, including VIP Support.

Experience in:

• Windows OS, Microsoft Active Directory, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems (e.g. ServiceNow).
• Mobile device management including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory.
• Proven analytical, troubleshooting, and problem-solving skills.
• The ability to multi-task, effectively determine priorities and meet SLA’s.
• Excellent communication, rapport building and internal customer service skills.

A&O IT Group

As a successful and growing global IT services provider, A&O IT Group deliver ‘fully managed’ IT solutions and cyber security services. Combining over 50 years expertise, and boasting an extensive global network, whilst remaining privately owned, A&O IT Group is a trusted IT services partner to clients globally.

This role is subject to a post-offer Background Verification in accordance with the local country legislation.

We encourage diversity and seek to attract individuals with unique backgrounds and perspectives. It is important that we build a team with a diverse mix of people and skills, where everyone feels welcome and able to succeed. We are committed to equal employment opportunity regardless of race, colour, religion, sex, sexual orientation, age, marital status, disability or gender identity.