ABOUT THE ROLE
The End User Support Senior Specialist provides high-quality IT support to senior and executive users, resolving technical issues across desktops, laptops, mobile devices, and collaboration tools. This role ensures a seamless user experience by managing incidents and service requests efficiently and in line with IT service standards.
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ROLE PROFILE
- Serve as the primary IT support contact for VIP and senior management users, ensuring a high-quality and responsive service experience.
- Provide 1st and 2nd line technical support for hardware, software, operating systems, mobile devices, printers, and collaboration tools such as Teams and Zoom.
- Troubleshoot and resolve LAN, WAN, VPN, routing, switching, internet connectivity, and network-related issues.
- Install, configure, maintain, repair, and replace IT hardware, software, peripherals, and end-user devices across Windows and macOS environments.
- Manage Active Directory access, corporate applications, system health, and proactive monitoring to ensure reliability and uptime.
- Own and prioritize support tickets, escalating and coordinating with infrastructure, security, application, and vendor teams through to complete resolution.
- Develop technical documentation, knowledge base articles, and troubleshooting guides, while leading and mentoring support engineers on complex technical issues.
- Act as the escalation point for complex incidents, providing expert troubleshooting and ensuring timely resolution and overall user satisfaction.
REQUIREMENTS
- Bachelor’s degree in computer science or computer information systems.
- 5 to 10 years' experience in the VIP IT support field.
- CompTIA A+, Network+, or other technical certifications.
- Ability to communicate effectively and professionally.
WHAT WE OFFER
- We’re on a mission to create great moments and spread happiness, building experiences that stay in our memories for a lifetime. We’re proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do.
- Work in a friendly environment, where everyone shares positive vibes and is excited about our future.
- Join a diverse and talented workforce with over 45,000 colleagues, all guided by our Leadership Model.
