Deskside Support Engineer

The Deskside Support Engineer will provide advanced end user and VIP support services within an enterprise IT environment. This role is responsible for delivering high touch executive support, managing endpoint lifecycle activities, and supporting collaboration and video conferencing technologies. The engineer will act as a key onsite technical resource, coordinating with internal L3 teams and external vendors to ensure service stability and user satisfaction., VIP & Service Critical Support

Deliver white glove IT support to VIP and executive users, ensuring rapid resolution, clear communication, and minimal business disruption.

Proactively prioritize and manage VIP incidents and requests in accordance with SLA and business impact.

Act as the primary on site escalation point for deskside and collaboration related issues affecting senior stakeholders.

Maintain a consistently professional appearance and adhere to business-appropriate dress standards when supporting VIP and executive users.

Demonstrate high standards of professionalism, discretion, and confidentiality in all interactions with senior stakeholders.

Communicate respectfully and clearly, always maintaining a calm and courteous demeanor, especially in high-pressure situations.

Represent IT and the organization positively through professional behavior, punctuality, and attention to detail.

Endpoint Engineering & Device Management

Build, configure, deploy, and refresh end user devices using Microsoft SCCM and Microsoft Intune in line with corporate standards.

Provide advanced support for Windows 11, including OS troubleshooting, patch validation, and post deployment issues.

Perform hardware break/fix activities covering laptops, desktops, peripherals, docks, monitors, and printers.

Maintain accurate asset records and ensure compliance with endpoint security and lifecycle policies.

Identity & Access Operations

Perform Active Directory L1/L2 administrative tasks, including user account management, group membership changes, and access troubleshooting.

Support joiners, movers, and leavers (JML) activities in collaboration with relevant IT and business teams.

Collaboration, Teams & Video Conferencing

Provide operational support for Microsoft Teams, including meetings, calling, and collaboration features.

Own on site support for Microsoft Teams Rooms (MTR) and Video Conferencing (VC) rooms, including: Pre meeting validation and readiness checks

Live meeting support for critical sessions

Incident troubleshooting and root cause identification

Engage with AV and collaboration vendors to coordinate fault resolution, maintenance, and upgrades.

Incident, Request & Stakeholder Management

Log, track, and update incidents and service requests accurately within the ITSM platform.

Perform structured troubleshooting and escalate complex issues to L3 engineering or vendors as required.

Contribute to knowledge management, including documentation, SOPs, and known error articles.

Provide input into service improvement initiatives and operational reviews.

Do you have experience in SCCM?, Proven experience in an L2 Deskside / End User Engineering role within an enterprise environment.

Demonstrated experience supporting VIP / executive users.

Strong hands on experience with Microsoft SCCM and Microsoft Intune.

Solid operational knowledge of Windows 11.

Working knowledge of Active Directory administration.

Strong experience supporting Microsoft Teams, Teams Rooms, and VC solutions.

Excellent diagnostic, troubleshooting, and root cause analysis skills.

Desirable Experience

Experience working with managed service providers (MSPs) or third party vendors.

Familiarity with ITIL based service delivery models.

Microsoft or endpoint related technical certifications.

Professional Attributes

Strong stakeholder management and communication skills, particularly with senior leadership.

Ability to operate calmly in high pressure or high visibility situations.