We are seeking experienced Senior Onsite IT Support Engineers to join our regional support teams across multiple global offices. In this role, you will serve as a key technical resource, delivering end-user support, executing hardware lifecycle tasks, and ensuring smooth day-to day IT operations in a fast-paced, multi-cultural environment. This position demands advanced technical expertise, a strong customer service mindset, and the ability to manage VIP and AV support needs with professionalism and urgency.
What You'll Do:
* Provide full-scope IMAC (Installs, Moves, Adds, Changes) support across onsite endpoints and peripherals.
* Perform setup, configuration, diagnostics, and troubleshooting of desktops, laptops, mobile devices, and RF equipment. Deliver white-glove VIP support for executive users and manage real-time escalations.
* Maintain and support AV/conference room technologies, addressing urgent walkup issues with responsiveness and discretion.
* Execute depot services including device imaging, configuration, inventory tagging, shipment coordination, and asset lifecycle tracking.
* Manage onboarding and offboarding IT tasks, including user provisioning and deprovisioning across Active Directory, Microsoft Entra, and enterprise HRMS platforms.
* Use ServiceNow for incident tracking, resolution documentation, and SLA compliance.
* Participate in monthly patch cycles, software deployment, and ensure endpoint compliance with security and update standards.
Required Skills and Qualifications:
* 4–10 years of hands-on experience in onsite IT support or end-user computing environments. Advanced proficiency in Windows, macOS, and mobile OS platforms (iOS/Android).
* Solid knowledge of networking fundamentals (Cisco/Meraki), AV systems, and VoIP technologies. Expertise in support platforms and tools including ServiceNow, ProxyPro, Microsoft Entra (Azure AD), and MDM solutions like Ivanti.
* Familiarity with IT asset management practices and frameworks such as ITIL.
* Strong interpersonal, communication, and documentation skills, with cultural sensitivity for regional users.
* Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or equivalent preferred. ITIL Foundation certification and prior exposure to VIP user support highly desirable.