VIP Desktop Engineer

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Job Summary

The VIP Desktop Engineer is a senior end‑user computing specialist responsible for providing high‑touch, white‑glove IT support to executives, senior leadership, and critical business stakeholders. The role ensures exceptional service quality, rapid issue resolution, and proactive technology support across endpoint devices, collaboration tools, and executive working environments. This includes on‑site and remote support, proactive device management, and close coordination with Infrastructure, Security Operations, and Service Desk teams. The VIP Desktop Engineer plays a critical role in maintaining executive productivity, confidence in IT services, and overall user experience.

Key Responsibilities

• Provide dedicated, white‑glove desktop and endpoint support to VIP users, executives, and senior leadership.
• Act as the primary point of contact for VIP end‑user incidents, requests, and technology needs.
• Support and troubleshoot endpoint devices (laptops, desktops, peripherals, mobile devices) used by VIP users.
• Provide hands‑on support for Microsoft Office 365 and collaboration tools, including email, Teams, conferencing, and document collaboration.
• Support remote and hybrid working setups, including home office configurations, secure access, and connectivity troubleshooting.
• Coordinate with Security Operations to ensure endpoint security controls (EDR, encryption, access policies) are enforced without impacting user experience.
• Work with Infrastructure, Network, and Identity teams to resolve complex issues impacting VIP users.
• Proactively manage VIP device lifecycle, including builds, upgrades, replacements, and refreshes.
• Support executive meetings, board meetings, and critical events, ensuring technology readiness and rapid issue resolution.
• Maintain discretion and confidentiality when handling sensitive information and executive interactions.
• Document VIP support activities and maintain accurate records for continuity and service quality.
• Identify recurring issues and contribute to service improvements and standardisation for VIP support.

Requirements

Key attributes and competencies

• Strong customer‑centric mindset with the ability to deliver premium, white‑glove support.
• Excellent interpersonal and communication skills, comfortable engaging with executives and senior stakeholders.
• Strong hands‑on technical capability across end‑user devices and collaboration platforms.
• High level of professionalism, discretion, and confidentiality.
• Ability to work calmly and effectively under pressure, including during high‑visibility incidents or executive events.
• Strong troubleshooting and problem‑solving skills..
• Collaborative approach, working closely with Service Desk, Infrastructure, Network, and Security teams.

Experience and Qualifications

• 5+ years’ experience in desktop support, EUC, or executive support roles, with demonstrable VIP exposure.
• Proven experience supporting:
• Senior leadership and executive users
• Windows desktop and laptop environments
• Microsoft Office 365 and collaboration tools
• Experience operating in enterprise, service‑managed environments.

Qualifications & Certifications

• Relevant IT qualification
• Advantageous Certifications / Training
• Microsoft desktop / endpoint certifications
• ITIL Foundation or equivalent service management training
• Vendor training for endpoint devices and peripherals

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In accordance with the employment equity plan of Tiger Brands and its employment equity goals and targets, preference may be given, but is not limited, to candidates from under-represented designated groups.