RS

VIP Support Engineer

RS

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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About the role

  • Take responsibility for the IT service provided to the VIP community.
  • Liaise with F1 team members, board members, and senior management across all geographies to understand their IT requirements.
  • Own all VIP incidents and requests, monitoring tickets with other resolver groups or support partners to ensure SLAs are met until resolution.
  • Empowered to make decisions that benefit the business and enhance the service delivered.
  • Assist with general IT activities and ticket management for London-based users when there is no immediate VIP demand.
  • Mentor hardware technicians to develop their technical skills.
  • Provide solutions and recommendations to improve the end-user experience.
  • Proactively manage IT systems using available tools and technologies.
  • Troubleshoot undocumented or unfamiliar issues, find solutions, and document them.
  • Adhere to local working practices, legal requirements, and health & safety regulations.

Requirements

  • Has previous experience providing VIP IT support.
  • Possesses excellent interpersonal and communication skills.
  • Is experienced with core Microsoft technologies and ITIL principles.
  • Has hands-on experience with Apple Macs and client devices.
  • Can install, maintain, and support applications across devices.
  • Has experience managing infrastructure patching cabinets.
  • Understands the practices and standards of a service delivery team.
  • Has experience in customer-facing roles and building relationships with internal departments and external third parties.
  • Is organized and able to manage their own workload to deliver agreed activity plans and meet SLAs
Benefits
  • Annual performance bonus
  • Enhanced maternity and paternity leave
  • Private healthcare
  • Help for people to take control of ongoing Health conditions such as diabetes or asthma with £500 a year available for monitoring & consultation
  • Support for Neurodiverse colleagues and families with neurodiverse members with needs assessment, diagnosis and post diagnostic support for autism spectrum, ADHD and Tourette’s syndrome
  • Support for Women at different life stages from streamlined fertility support through to diagnosis and monitoring of both endometriosis and menopause
  • Helping our LGBTQ+ community through enhanced coverage for trans colleagues, including voice coaching, facial surgery and gender confirmation surgery
  • Additions to Fertility coverage including IVF for lesbian couples and information/support around surrogacy and adoption for all.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
VIP IT supportMicrosoft technologiesITIL principlesApple Macsapplication installationapplication maintenanceinfrastructure patchingticket managementtroubleshootingdocumentation
Soft Skills
interpersonal skillscommunication skillsorganizational skillsrelationship buildingmentoringdecision makingproblem solvingcustomer-facing experienceworkload managementservice delivery understanding