Vdi-Xendesktop Vdi

The Senior Desk Side Support Engineer will be responsible for delivering onsite IT support services across the workplace environment, including end-user devices, collaboration tools, meeting room technologies, and enterprise applications. The role requires proactive incident resolution, service request fulfilment, VIP support, and close collaboration with global support teams, infrastructure teams, and third-party vendors.

The Senior Desk Side Support Engineer will be responsible for delivering onsite IT support services across the workplace environment, including end-user devices, collaboration tools, meeting room technologies, and enterprise applications. The role requires proactive incident resolution, service request fulfilment, VIP support, and close collaboration with global support teams, infrastructure teams, and third-party vendors. The ideal candidate will possess extensive experience within enterprise environments, demonstrate excellent troubleshooting capabilities, and maintain a customer-centric approach while ensuring compliance with IT Service Management (ITIL) processes and security standards.

• Provide Level 2 and Level 3 onsite support for desktops, laptops, mobile devices, peripherals, and workplace technologies.
• Diagnose and resolve hardware, software, operating system, and connectivity issues.
• Manage incidents, service requests, and escalations in accordance with agreed SLAs.
• Support Windows 10/11 environments, Microsoft 365 applications, and corporate collaboration platforms.

• Deliver white-glove support for executive leadership and business-critical users.
• Ensure seamless technology support for board meetings, leadership events, and business presentations.
• Provide rapid response and priority handling for critical user-impacting incidents.

• Support Microsoft Teams Rooms, conferencing systems, audiovisual equipment, and meeting room technologies.
• Ensure meeting rooms remain operational and ready for business use.
• Troubleshoot conferencing and collaboration issues in real time.

• Support Active Directory user administration, Azure AD, Microsoft Intune, and endpoint management solutions.
• Participate in device deployments, hardware refresh activities, and technology upgrades.
• Coordinate with infrastructure teams for networking, server, security, and cloud-related issues.
• Adhere to ITIL-based Incident, Request, Problem, Asset, and Change Management processes.
• Maintain accurate documentation, knowledge articles, and technical procedures.
• Contribute to service improvement initiatives, automation opportunities, and operational efficiencies.
• Monitor and report recurring issues and service trends.

• Manage IT asset lifecycle activities including procurement, inventory, deployment, and disposal.
• Coordinate with hardware and software vendors for support and service delivery.
• Ensure compliance with corporate policies and security standards.

• Bachelor's Degree in Information Technology, Computer Science, Engineering, or a related discipline.

• 9 to 15 years of experience in Desk Side Support, End-User Computing, or IT Infrastructure Support.
• Experience supporting enterprise environments with 500+ users preferred.
• Experience providing support within multinational and highly regulated environments is advantageous.

• Windows 10/11 Administration
• Microsoft 365 Suite
• Microsoft Teams & Teams Rooms
• Active Directory & Azure AD
• Microsoft Intune / Endpoint Manager
• SCCM / MECM
• VPN & Remote Access Technologies
• Hardware Troubleshooting (Dell, HP, Lenovo)
• Networking Fundamentals (TCP/IP, DNS, DHCP, Wi-Fi)
• Endpoint Security Solutions
• ITSM Tools (Service Now preferred)

• Strong customer service and stakeholder management skills.
• Ability to work independently in a fast-paced corporate environment.
• Excellent analytical and troubleshooting capabilities.
• Strong verbal and written communication skills.
• Experience supporting senior executives and business leadership teams.
• Understanding of ITIL Service Management practices.

• Fluent English (Mandatory)
• Fluent French (Mandatory)
• Additional European language skills would be advantageous.

• ITIL Foundation / ITIL 4
• Microsoft Certified:
  Modern Desktop Administrator
• Microsoft 365 Certifications
• CompTIA A+ or equivalent EUC certifications
• Azure…