Job Description

Roles & Responsibilities

Executive & VIP Services

• Provision, image, and configure laptops and mobile devices for senior management, ensuring all required applications are pre-installed prior to handoff.
• Provide immediate desk-side and on-site support for senior management issues with direct response within agreed SLA timelines and without ticket queue delays.
• Configure and replace peripherals including keyboards, docking stations, monitors, and related accessories for executive users on demand.
• Enrol, configure, and troubleshoot iOS and Android devices, including setup of Exchange ActiveSync, VPN, MFA/Authenticator, and Intune MDM enrolment.

Infrastructure & End-User Support

• Diagnose and resolve Windows 10/11 endpoint issues including boot failures, performance degradation, driver conflicts, and Windows Update errors.
• Support Microsoft 365 administration activities including sign-in troubleshooting, password resets, account unlocks, MFA registration, licence assignment, and guest access management.
• Troubleshoot Outlook connectivity issues including MAPI/HTTP errors, OST corruption, mailbox permissions, resource calendars, delegate access, mail flow delays, and profile rebuilds.
• Resolve Microsoft Teams issues related to audio/video devices, sign-in loops, guest federation, channel access, and meeting connectivity failures.
• Troubleshoot SharePoint Online access issues, OneDrive sync failures, known folder move configuration, and shared drive shortcut mapping.
• Enrol and manage Windows, macOS, iOS, and Android devices through Intune MDM, including compliance policy validation, conditional access checks, app deployment, and device retirement/wipe activities.
• Install, configure, and troubleshoot local and network printers, including driver installation and updates.
• Deploy approved applications through Intune or manual installation methods while ensuring software and licence compliance.
• Install, configure, and troubleshoot corporate VPN clients and remote connectivity solutions.

Network & Cabling Support

• Perform physical network cable verification and troubleshooting activities.
• Connect, replace, and re-patch network cables at patch panels and user workstations in accordance with cable management standards.
• Enable or disable switch ports, assign VLANs, verify port status, review MAC address tables, and validate speed/duplex settings on managed Layer 2 switches.
• Diagnose network connectivity issues including DHCP failures, duplicate IP conflicts, no-link conditions, and slow network performance.
• Troubleshoot Wi-Fi connectivity issues including SSID association, authentication failures, roaming issues, and IP acquisition problems, escalating controller or access point faults when required.

On-Site Operational Continuity

• Maintain physical presence at office locations during business hours to provide walk-up, desk-side, and proactive floor support.
• Remain available outside standard business hours for critical VIP incidents and escalations from L2/L3 support teams or management.
• Log all support activities accurately within the ITSM platform, ensuring correct categorisation, asset details, user information, and troubleshooting notes.
• Escalate incidents beyond L1 scope with complete diagnostic details, screenshots, logs, reproduction steps, and actions already performed to enable faster L2/L3 resolution.
• Provide proactive communication to end users throughout incident resolution, including acknowledgement, ETA updates, workarounds, and confirmation prior to ticket closure.