Field Services Senior Engineer - VIP​/d

Are you passionate about delivering exceptional technical support to high-profile stakeholders? Join our VIP Support team where your technical expertise and customer service excellence will directly impact executive productivity and business success. This role offers a unique opportunity to work with cutting-edge technologies while providing white-glove service to our most senior business leaders.

As a Field Services Senior Engineer for VIP Support, you'll serve as the primary technical point of contact for our executive users, ensuring they experience seamless technology interactions. You'll combine technical troubleshooting with exceptional service delivery, maintaining the highest standards of discretion and professionalism.

• Technical Support Excellence - Act as incident and problem analyst, handling tickets from intake to resolution, escalating when necessary, and documenting all actions in line with service standards.
• Service Level Management - Ensure all incidents and requests meet defined SLAs and OLAs; proactively escalate potential breaches to maintain service quality.
• Resource Coordination - Manage service requests for hardware and software, validating needs against policy guidelines and coordinating with procurement and asset management processes.
• Technology Deployment - Install, configure, maintain, and support a wide range of workplace technologies, including laptops, desktops, mobile devices, and peripherals.
• VIP User Support - Deliver professional, discrete, and responsive technical support for VIP users on Mac, PC, smartphones, and home office systems.
• Meeting Technology Management - Provide on-site technical support for meetings, video conferences, and related room infrastructure.
• Travel Support - Coordinate equipment loans and support for travelling users, ensuring continuity of service regardless of location.
• Change Management - Participate in release testing and product updates in alignment with change management and security standards.
• Knowledge Management - Maintain and contribute to the knowledge base to ensure current, accurate, and accessible documentation.
• Stakeholder Communication - Communicate clearly and effectively with both IT teams and business users, ensuring expectations are managed and priorities balanced.
• Cross-team Collaboration - Work closely with IT Service Desk, Incident, Request, and Problem Managers, and third‑line teams to deliver consistent end‑to‑end service.

Our VIP Support team provides specialized technical assistance to executive leadership and key stakeholders across the organization. We ensure that critical business functions run smoothly by delivering responsive, high-quality IT support tailored to the unique needs of our most senior users. Our team combines technical expertise with exceptional customer service to maintain the highest standards of technology reliability and user satisfaction.

You thrive in fast‑paced environments where technical expertise meets customer service excellence. You're known for your ability to communicate complex technical concepts clearly, remain calm under pressure, and deliver solutions that exceed expectations. Your discretion, professionalism, and ability to build trust with senior stakeholders set you apart as a technical support professional.

• Solid knowledge of networking, Windows and Office environments, end‑user devices, and mobile technologies
• Several years of experience in a technical IT support environment, ideally with exposure to global or multicultural teams
• Technical background with a degree or equivalent qualification in IT or related field
• Strong command of English; additional languages are an advantage
• Proven ability to analyze complex issues, identify solutions, and make informed decisions under time constraints

• Familiarity with ordering, asset management, and incident/problem management tools
• Knowledge of audio‑visual equipment and meeting room technologies
• ITIL certification or knowledge of ITIL frameworks
• Experience with both Windows and Mac operating systems
• Str…