L2 VIP Desktop Support Engineer (Backfill/Secondary Support)

Job Title: EUC IT Desktop Support Technician (VIP) - Backfill/Secondary Support

Job Type & Location:

• Type: Onsite (2 days a week Support). The resource selected will be required to go onsite whenever the primary engineer is on a planned or an unplanned leave.
• Location: 26555 Northwestern Hwy, Southfield, MI 48033, United States

Job Requirements:

Technical Requirements:

• Minimum 2-3 years of strong experience providing IT Infrastructure field support to VIPs or working in a VIP-based environment, including:
• Troubleshooting hardware, software, and operating system issues
• Resolving issues without impacting/violating hardware warranties or customer security compliance requirements
• Experience in:
• Installing and troubleshooting desktops, laptops, printers, and other computer peripherals
• Resolving desktop application issues
• Basic knowledge of enterprise LAN/WAN setups and concepts
• Ability to perform smart hands activities under guided instructions
• Ability to lift/move computer equipment up to 50 lbs
• Expertise in desk-side support and PC break/fix
• Basic administration of Windows OS, with MAC/Linux OS preferred
• Working knowledge of:
• TCP/IP networking
• DNS, DHCP, VPN, RDP
• Smart hands support for peripheral and networking hardware, including but not limited to:
• Monitors, keyboards, mice, printers, fax machines, scanners
• Routers, wireless routers, switches, firewalls, racks, cabinets, multi-port data termination panels
• Ability to troubleshoot systems and networks using sound deductive reasoning
• Including end-user network cabling issues
• Experience with:
• Repeat call analysis and developing preventive actions
• Problem management
• Proficiency with ticketing tools such as ServiceNow, Remedy, etc.
• Excellent written and oral communication skills with clients, management, and peers
• Ability to work with deadlines and deliver tasks on time
• Proactive ownership with a sense of urgency
• Preferred Qualifications:
• Associate Degree in Electronics
• CompTIA A+ Certification
• Other vendor certifications from OEMs (e.g., Dell, Toshiba, Lenovo, Client)

Non-Technical Requirements:

• Strong customer management skills
• Excellent oral and written communication abilities
• Ability to interact with customers at various organizational levels
• Driven, results-oriented, and passionate about the work
• Ability to work independently or collaboratively as part of a team
• Capacity to complete tasks effectively with minimal supervision
• Flexibility to work varied schedules as needed