Desktop Engineer- EUC

Position Title : Desktop Engineer- EUC Work Location: Novi, MI (Local Only) Duration: 12+ months Job Description About the Role We are looking to hire a Desktop Engineer EUC for one of our divisions within Harman who would have exposure and responsibilities (indicative, but not limited to):What You Will Do

• Good experience in core End User services domain
• Understand requirements on the vision and roadmap on End user space
• Ability to design, deploy and manage end user computing environment.
• Experience and knowledge in various methodologies and models for end user services delivery.
• Awareness and experience in practice development initiatives
• Participate to develop governance structure and standards of EUC delivery on the basis of business, and IT
• Should demonstrate good communication and interpersonal skills
• Must have sound troubleshooting knowledge of Operating systems (MS-XP, MS-Win 7, 8 & 10)
• Should have sound knowledge of Email clients, MS Exchange and 0365
• Should have fair knowledge of computer/ Laptops/ Printers/ Scanners/ peripheral troubleshooting
• Should have fair knowledge of Anti-Virus Clients, Internet proxy, patch management etc.
• Ensure desktop support internal processes and procedure are adhered to
• Manage incidents/ service requests assigned to them till resolution/ execution
• Handle end user escalation effectively and involve DSS lead accordingly
• Route assign tickets to appropriate support group if necessary
• Identifying and escalating high priority, high severity issues
• Updating pending tickets with timely, precise and accurate updates
• Following up with end users, if necessary, for closure of pending tickets
• Following up with support groups, if necessary, for closure of pending tickets
• Creating and uploading knowledge article
• Provide support to ISG projects and ensure all assigned projects deliverables are completed as per schedule
• Provide support to power users locally and remotely and resolve all issues on high priority.
• Desktop Support. Understanding on Microsoft XP, Win7- 1&2, MS office 2007-10 support, MS exchange.
• Taking Service Desk calls on mobile phone for end user resolutions (Japanese or Chinese as per the region needs/off hours English support) in case offshore team in Bangalore is experiencing any resources crunch (rare instances)
• 1st line and 2nd line support on applications, MS outlook configuration, troubleshooting, housekeeping and admin, network troubleshooting, IP, DHCP, DNS 1st and 2nd line, cabling, patching, blackberry and iPhone user support, desktop imaging, familiarity with ghost, printer troubleshooting, remote access through Citrix and Cisco VPN Projector and audio-visual maintenance and support
• Support to Networks, Security, Server Admin and Telephony Team and handle Adhoc activities

• Experience: 5 years plus
• Knowledge of computer/ Laptops/ Printers/ Scanners/ peripheral troubleshooting
• knowledge of Anti-Virus Clients, Internet proxy, patch management etc.
• Sound knowledge of Email clients MS Exchange
• Sound Knowledge of Operating Systems (MS-XP, MS-Win 7, 8 &10)

• Strong communication skills, both verbal and written
• Work well in team environments and be self-motivated/self-starting
• Strong listening skills and ability to innovate and brainstorm around business ideas and needs
• Flexibility to support migration issues on the go, without supervision, deal with ambiguity, self-motivated and results driven