Introduction Momentum Group is a South African-based financial services group. Our retail and specialist brands drive to build and protect our client's financial dreams. We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisation’s care for and reward their employees and members.
Momentum Group is one of South Africa's largest life insurers and integrated financial services companies, operating through brands like Momentum, Metropolitan, Guardrisk, and Eris Properties. Through our own network of advisers or via independent brokers and utilising new platforms Momentum Group provides practical financial solutions for people, communities, and businesses. Visit us at www.momentumgroup.co.za
Disclaimer As an applicant, please verify the legitimacy of this job advert on our company career page.
Role Purpose The VIP Support Engineer is responsible for providing personalized and high-quality technical support to VIP or executive-level users within an organization. This role involves delivering white-glove service, addressing technical issues promptly, and ensuring a seamless technology experience for VIP users to support their critical business needs. Support C-Suite Executives, Board Members, Executive Committee members, and critical business stakeholders by providing proactive, high-touch technology services aligned with business priorities.
Requirements
Qualification
- Degree/Diploma in Information Technology or related field
- ITIL Foundation v4, Microsoft 365 Endpoint Administrator, Modern Desktop Administrator, CompTIA A+, Network+, or Apple Device Support certifications are advantageous.
Experience
- 3-5 years experience in IT Support Engineer role
- Proven experience supporting VIP or executive-level users.
- Strong technical proficiency in Windows, macOS, iOS, Android and productivity platforms.
- Experience with Microsoft 365 Administration, Exchange Online, Intune/Endpoint Manager, Entra ID, Teams Administration, and Mobile Device Management.
- Experience supporting Windows 11 Enterprise, Apple macOS, and iOS environments.
- Fundamental understanding and awareness of AI and its related applications.
Duties & Responsibilities
- Provide dedicated technical support and assistance to VIP or executive-level users, prioritizing their needs and ensuring timely resolution of issues.
- Serve as the primary point of contact for VIP users.
- Diagnose and resolve complex hardware and software issues.
- Install, configure, and maintain specialized software applications and tools.
- Collaborate with IT teams and third-party vendors to escalate and resolve technical issues.
- Proactively identify technology-related challenges and opportunities for improvement.
- Coordinate special requests or projects for VIP users.
- Conduct regular check-ins with VIP users.
- Document support interactions and user preferences.
- Provide advanced support for Microsoft 365 services, Microsoft Teams, Teams Rooms, Exchange Online, OneDrive, SharePoint, Copilot for Microsoft 365, Intune, and mobile productivity platforms.
- Provide pre-meeting and real-time support for executive meetings, board meetings, town halls, and virtual conferences, ensuring all audio-visual and collaboration technologies function seamlessly.
- Act as Incident Owner for executive and VIP technology incidents, coordinating cross-functional IT teams to ensure rapid restoration of service.
- Deliver white-glove support services, including proactive device health monitoring, executive onboarding, personalized technology configurations, and priority service delivery.
- Support executive cybersecurity initiatives including MFA, Conditional Access, mobile security, phishing awareness, privileged access protection, and executive device hardening.
- Manage executive technology asset lifecycle including procurement, deployment, refresh planning, inventory tracking, and secure disposal.
- Monitor and report on VIP support service metrics, customer satisfaction, resolution times, and recurring technology issues.
- Maintain confidentiality and professionalism in handling sensitive information.
Competencies
- Exceptional customer service and communication skills.
- Advanced problem-solving abilities and discretion.
- Knowledge of IT security best practices.
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