Job Description

Key Responsibilities
Deliver desk-side and on-site IT support for VIP users, including incidents and service requests.
Manage hardware break-fix, IMAC activities (Install, Move, Add, Change), and asset lifecycle (refresh, disposal).
Provide OS-level troubleshooting for Windows 10/11 and macOS systems, including software installation, configuration, and re-imaging.
Support standard office applications (MS Office, Outlook, browsers, etc.) and custom business applications as required.
Handle LAN, DHCP, printer, and peripheral setup and troubleshooting.
Perform virus removal, patch management, and antivirus updates on user systems.
Coordinate with third-party vendors for hardware repair and application support.
Maintain stock of hot-swap devices (laptops, tablets, mobile devices) for quick replacements.
Provide dedicated support during business events - ensuring device readiness, connectivity, and uptime.
Conduct periodic proactive checks and health clinics for VIP users and event devices.
Maintain detailed documentation - including SOPs, knowledge base updates, and VIP asset databases.
Ensure continuity of service by assigning dedicated VIP support personnel for consistent and personalized support.
Support mobile app ticketing and callback systems for VIP and Event Managers.
Establish and maintain clear communication lines with executive assistants and event coordinators. Key Deliverables
100% uptime for VIP and event location devices.
High first-time fix rate and proactive maintenance.
Consistent and personalized IT experience for Gold/VIP users.
Timely documentation, reporting, and escalation handling. Role Requirements
Education:
B.Tech / B.E. (preferably in Information Technology or related discipline)
Experience:
1 3 years of experience in IT support or desktop engineering (hospitality or VIP support background preferred)
Technical Skills:
Expertise in hardware/software troubleshooting across Windows and macOS devices
Familiarity with network fundamentals (LAN, DHCP, printer configuration)
Strong knowledge of MS Office and collaboration tools
Experience using ticketing tools and ITSM platforms
Understanding of event-based IT support operations
Soft Skills:
Excellent verbal and written communication skills
Strong customer handling and interpersonal abilities
Proactive, organized, and calm under pressure
Capable of managing critical incidents and escalations efficiently

Skills Required