VIP Support Engineer – IT Services

Job description
Schedule: Regular business hours + flexibility for after-hours / weekend support when required

About the Role

We’re seeking a seasoned VIP Support Engineer who can deliver high-touch, end-to-end IT support to our leadership and senior management teams. This role calls for excellent technical expertise, discretion, and a service-first mindset. You’ll be working closely with top executives, ensuring their technology runs seamlessly across Apple, Windows, and enterprise environments.

What You’ll Be Doing
• Serve as the primary IT support partner for senior executives, offering fast and reliable assistance.
• Manage and support the full Apple ecosystem (macOS, iOS, iPadOS, Apple Watch), including setup, configuration, and troubleshooting.
• Provide cross-platform support including Windows devices, ensuring smooth interoperability within enterprise systems.
• Maintain device security, access controls, data protection standards, and compliance with IT policies.
• Coordinate and support enterprise-grade network components such as:

▪ Internet Leased Lines (ILL) ▪ MPLS ▪ Routers ▪ L2/L3/PoE Switches ▪ Access Points ▪ Firewalls
• Support AV and conferencing systems to guarantee uninterrupted meeting experiences for leadership.
• Collaborate with internal teams on escalations, proactive monitoring, and IT infrastructure projects.
• Handle incident, problem, and change management through tools like ServiceNow or Salesforce.
• Oversee hardware refresh cycles, software upgrades, and IT asset management.
• Provide on-site and remote support to users across India and overseas, when needed.
• Stay available for critical issues requiring urgent after-hours or weekend support.

What You Bring
• 7+ years of IT support experience, including 5+ years handling VIP or Executive Support.
• Strong expertise in macOS, iOS, Windows, and cross-platform environments.
• Good working knowledge of enterprise networks: ILL/MPLS, switches, routers, firewalls, Wi-Fi, and access points.
• Familiarity with Active Directory, Office 365, Google Workspace, and collaboration tools.
• Skilled in remote support platforms like TeamViewer or AnyDesk.
• Excellent communication, professionalism, and discretion when working with senior stakeholders.
• Preferred certification: Apple Certified Mac Technician (ACMT)
• Experience supporting CXO-level users in large organizations.
• Strong understanding of LAN/WAN, VLANs, and wireless troubleshooting.
• A proactive, solution-oriented approach with minimal downtime mindset.