Information Technology Support Engineer-VIP Support

To provide high-quality technical support for mobile devices and VIP users, ensuring seamless service delivery, rapid issue resolution, and proactive management of mobility solutions and executive IT needs. Provide a class level of technical assistance to EITC chairman, executive management and VPs. This includes mastering certain technologies and being an expert in handling assigned tasks on the spot minimizing possible impacts.

This role requires direct contact with the IT and telecommunication manufacturers understanding of technology solutions and roadmaps that to be introduced as part of a continuous upgrade to systems and services.

Key Accountabilities

• Provide executive management with high level of technical support for systems used including laptops, desktops, smart phones, tablets, multifunctional printers, telecommunications and conference systems
• Work closely with the Core IT, Applications, Network, and Information Security Service Owners as subject matter expert to ensure enterprise solutions are enabled to the executive group effectively
• Accountable to, deploy and maintain a wide range of technologies used by the executives, this includes proactive and corrective maintenance
• Operate with wide knowledge of Windows, MAC and MS Office 365 support, including Outlook and MS Teams support
• Conference room AV support including SIP/PSTN, microphone, camera, and general connectivity issues
• Provide IT/AV conference support for onsite/offsite presentations, events, and meetings including wireless networking, telephony, projectors, speakers, clickers, and closed-network printer setups
• Provide end-to-end support for mobile devices (iOS, Android, Windows) including configuration, troubleshooting, and lifecycle management.
• Deliver dedicated IT support to VIP users, ensuring prompt and professional resolution of issues.
• Manage mobile device management (MDM) platforms such as Intune, AirWatch, or similar.
• Coordinate with vendors and service providers for mobile-related services and escalations.
• Ensure timely deployment of updates, patches, and security configurations for mobile endpoints.
• Maintain inventory and asset tracking for MAC/mobility devices.
• Document incidents, service requests, and resolutions in the ITSM system.
• Participate in continuous improvement initiatives to enhance user experience and service quality.
• Provide on-site and remote support as required, including during critical events or executive meetings.
• Install, maintain, and troubleshoot desktop hardware and software, including computers, laptops, printers, network devices.
• Support and contribute to company projects as required, ensuring accuracy, completeness, and timely work.
• Prepare and maintain documentation and technical reports, and provide follow-up as needed.
• Ensure a clear understanding of issues to enable quick first-line problem-solving or escalation to the appropriate area and expertise level.
• Maintain accurate and comprehensive logging records of all problem calls for statistical analysis.
• Follow up on the escalation process to ensure that service standards in terms of quality and response times are met or exceeded.

Qualification & Experience

• Bachelor's degree in IT, Computer Science, or related field.
• 3+ years of experience in mobility support and VIP IT services.
• Strong knowledge of mobile operating systems and enterprise mobility management tools.
• Excellent communication and interpersonal skills, especially in high-pressure environments.
• Experience supporting senior executives or high-profile users is preferred.
• ITIL certification is a plus.
• UAE driving license with own car

Skills & Competencies

• Technical proficiency in mobile platforms and enterprise tools.
• Customer-focused with a proactive approach to problem-solving.
• Ability to manage multiple tasks and priorities effectively.
• Discretion and professionalism in handling sensitive information and VIP interactions.