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.

Key Accountabilities

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 demeanour, especially in high-pressure situations.
• Represent IT and the organisation positively through professional behaviour, 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.
• 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 elevate 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.

Technical Skills & Experience

• 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.
• 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.