Senior onsite IT Support Engineers

As part of our global IT operations, you will play a critical role in delivering hands-on technical support, ensuring high service quality, maintaining AV and endpoint systems, and supporting VIP users in a fast-paced, multicultural environment. You’ll be responsible for managing daily IT operations, executing device lifecycle tasks, and acting as the first point of contact for onsite IT needs.

Key Responsibilities

• Provide onsite end-user support for desktops, laptops, mobile devices (iOS/Android), tablets, and RF equipment.

• Perform IMAC activities (Installs, Moves, Adds, Changes) and hardware replacements across a range of devices and peripherals.

• Deliver white-glove support for VIP users, including executives, with discretion and urgency.

• Maintain and troubleshoot AV/conference room technologies, respond to walk-up support needs, and resolve urgent technical issues.

• Execute depot services including device imaging, configuration, inventory tagging, asset lifecycle tracking, and shipment coordination.

• Support onboarding and offboarding processes in coordination with IT, HR, and Security — including provisioning and deprovisioning access in systems like Active Directory, Microsoft Entra (Azure AD), and HRMS platforms.

• Track and resolve incidents through ServiceNow, maintaining SLA adherence and accurate documentation.

• Participate in patching, software deployments, and compliance initiatives to ensure endpoint health and security standards.

• Collaborate across global teams and contribute to the creation and maintenance of Standard Operating Procedures (SOPs).

• 6–10 years of experience in onsite IT support or end-user computing roles.

• Proficient in Windows, macOS, iOS, and Android platforms.

• Hands-on experience with AV systems, VoIP technologies, printers, and hardware diagnostics.

• Working knowledge of ServiceNow, ProxyPro, Microsoft Entra (Azure AD), and MDM platforms (e.g., Ivanti).

• Basic understanding of networking principles and tools (Cisco/Meraki experience is a plus).

• Strong attention to detail, with a customer-first mindset and ability to work independently.

• Familiarity with ITIL practices and IT asset management.

• Excellent communication and interpersonal skills, especially in multicultural settings.

• Relevant certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified Professional are strongly preferred.

• Prior experience supporting VIPs or senior executives is highly desirable for senior roles.