VIP Support Engineer

Jio; Singapore; On-site; SGD 72,000 - 96,000; Full time

Job summary

A leading company is seeking a VIP Support L2 professional to provide top-tier support for VIP users, including high-level executives. The role demands comprehensive technical knowledge, particularly with iOS and Mac systems, and responsibility for maintaining service standards in various environments, including residences. Ideal candidates will have over 6 years of relevant experience and must excel in both technical skills and interpersonal communication.

Qualifications

• 6+ years of experience in a similar role.
• Strong knowledge in Windows, Mac, and iOS Support.
• Experience with hardware/software troubleshooting.

Responsibilities

• Hands-on experience with iOS devices and supporting VIP users.
• Providing L1, L2 & L3 technical support and managing escalation calls.
• Maintaining SLA and guiding junior team members.

Skills

Mac Support

iOS Support

VIP Support Engineer

Desktop Support

Hardware Support

Software Support

Job description

Skills:

• Mac Support
• iOS Support
• VIP Support Engineer
• Desktop Support
• Hardware Support
• Software Support

Role:

VIP Support L2

Key Attributes:

• Year Of Experience: 6+
• Location: Mumbai (Nariman Point, BKC)
• Strong Areas: Windows, MAC, IOS Support, Software & Hardware Troubleshooting
• Preferred MCSA / M365: MDAA

Job Accountabilities:

1. Hands-on experience with IOS devices (iPad, iPhone, Apple TV)
2. Supporting VIP Users (Company MD/CEO, Board of Directors), including their residences
3. Supporting Meeting Rooms and Board Rooms, with knowledge of Audio Video Setups
4. Advanced knowledge of Windows OS or MAC OS
5. Willing to work in rotational shifts, including weekends and public holidays
6. Providing support at VIP residences
7. Providing technical L1, L2 & L3 hardware and software support for end users, from support staff to top management
8. On-call support as required
9. Handling VIP and escalation calls
10. Interacting with senior users to understand requirements
11. Analyzing and monitoring daily calls and guiding junior team members
12. Training and assisting with end-user training on all systems
13. Performing hands-on problem resolution and escalation management
14. Maintaining and achieving SLA & SBDs, driving team performance
15. Maintaining trouble ticketing and defect tracking systems
16. Creating and maintaining IT documentation related to the Service Desk
17. Continuous improvement of procedures and documentation
18. Additional responsibilities as assigned by the IT Manager

This job is actively seeking qualified candidates.