L2 VIP Desktop Support Engineer (Backfill/Secondary Support)

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

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

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
• 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