Client Systems Engineer II - Senior Deskside Support for Executive Support

Farmers•Phoenix, AZ

2d•Hybrid

About The Position

Provides advanced onsite deskside support and white-glove service for Executive Staff, with a strong focus on customer experience, rapid troubleshooting, and business continuity. Resolves complex technical issues while leveraging Generative AI tools and insights to shift support from reactive problem-solving to proactive, predictive, and self-healing solutions. Manages small projects, develops customer training and technical documentation, and drives continuous process improvements by combining hands-on technical expertise with AI-assisted diagnostics, knowledge discovery, and automation opportunities. Serves as a senior technical resource, mentoring peers on both advanced troubleshooting techniques and effective use of AI-enabled support tools and workflows. Participates in an Executive on-call rotation to resolve critical issues outside normal business hours, using AI-driven alerts, analytics, and context-aware recommendations to reduce impact and restore service quickly. Collaborates with internal teams, vendors, and partners to deliver exceptional, proactive customer service and continuously improve the end-user support model through intelligent, data-informed practices. This is a Hybrid opportunity to our Phoenix, AZ location. You will be onsite 3x's a week.

Requirements

Five years of technical experience or equivalent technical knowledge in an enterprise environment, including VIP support and on-call experience.
High school diploma or equivalent required.
Strong and effective written and verbal communication skills.
Ability to work under pressure and manage critical incidents during on-call shifts.
Excellent customer service and interpersonal skills for high-touch interactions.
Professionalism and discretion when supporting executives.
Ability to lift and move computer equipment as needed.
Ensure data integrity and security through compliance with corporate policies and IT best practices.
Uphold strict confidentiality and security standards when handling executive data.

Nice To Haves

Microsoft Endpoint Manager (SCCM/Intune).
ServiceNow or similar ITSM platform.
Active Directory & Group Policy.
Microsoft CoPilot.
NexThink (Preferred) or other Endpoint monitoring tool.
CompTIA A+
CompTIA Network+
ITIL Foundation.
Microsoft Certified: Modern Desktop Administrator Associate.
SAFe Practitioner (SP) – “SAFe for Teams.
Bachelor’s degree preferred.

Responsibilities

Provide onsite deskside support for all employees, including VIP/Executive white-glove service.
Participate in on-call rotation for after-hours support of critical incidents.
Resolve complex technical issues involving applications, hardware, access, databases, mobile devices, and peripherals in an enterprise environment.
Perform root cause analysis and manage enterprise-level client security (encryption, antivirus, firewall, data loss prevention, policies, etc.).
Manage small projects such as deployments, testing, and remediation; develop customer training and technical documentation.
Support conference room technology and AV equipment for meetings.
Maintain accurate asset tracking and inventory for end-user hardware.
Mentor junior team members and act as a senior technical resource.
Assist VIP/Executives during travel and remote work.
Provide Support for Executive Board meetings which may require to be in person (travel).