Role: Engineer
Required Skills: Desktop
Experience: 4 - 10 Years
Function: TECHNOLOGY
Apply By: 2026-12-20
EUC Desktop Engineer
We are seeking a highly experienced White Glove Support professional with extensive experience in Desktop Operations / EUC to provide premium, high-touch executive/VIP support and lead L3 escalations across enterprise end-user computing services. This role requires strong technical depth, excellent stakeholder management, and the ability to drive operational excellence through incident/problem management, major incident handling, service improvement, and standardization.
The ideal candidate has proven experience supporting CXO/VIP users, managing escalations end-to-end, improving SLA adherence, and collaborating across infrastructure, network, security, identity, collaboration, and application teams.
Key Responsibilities
White Glove / VIP & Executive Support
- Deliver high-touch, proactive support to CXO/VIP users (onsite/remote/hybrid).
- Own end-to-end resolution for executive incidents - ensure minimal downtime and high satisfaction.
- Manage confidential/high-visibility issues with discretion and professionalism.
Desktop Operations & Escalation Management (L3)
- Act as an escalation point for complex EUC issues: OS, endpoint security, collaboration tools, identity, access, and
device management.
- Drive technical triage, root-cause isolation, and resolution across cross-functional teams.
- Handle recurring incidents through problem management and permanent fix implementation.
- Build/maintain knowledge articles, runbooks, and escalation playbooks.
- Ensure timely communications to stakeholders and leadership during outages.
- Perform RCA with corrective/preventive actions and track closure.
- Experience in Desktop Operations / EUC / End User Services with strong escalation ownership.
- Demonstrated experience in VIP/Executive White Glove support in large enterprise environments.
- Strong exposure to ITIL processes (Incident, Problem, Change) and service management tools.
Support and troubleshoot across:
- Windows 10/11, macOS (optional based on environment), MS Office/365 apps
- Outlook/Teams, audio/video conferencing, meeting room tech (where applicable)
- Active Directory / Azure AD (Entra ID), SSO/MFA, certificates
- Intune/SCCM/MECM, patching, software deployment, device compliance
- BitLocker, endpoint encryption, DLP, EDR tools (Defender/CrowdStrike etc.)
- Printing, network access (VPN/Wi-Fi), remote access tooling
Technical Skills
- Troubleshooting in Windows OS, Office/M365, Teams/Outlook, drivers, patching, performance.
- knowledge of AD/Azure AD (Entra ID), MFA, SSO, conditional access (as applicable).
- Expertise with endpoint management (Intune and/or SCCM/MECM), packaging, deployments.
- Understanding of endpoint security controls: encryption, EDR, VPN, certificates, device compliance.
- Strong fundamentals in networking (DNS, DHCP, proxy, Wi-Fi, VPN) for endpoint diagnostic
Salary Range- $70,000-$85,000 a year
#LI-SP3
#LI-VX1