Job Title: EUC Desktop Support Engineer (EUC / Infrastructure Support)

Location: Montvale, NJ (Local Candidates Only – Within 25–30 Minutes Commute)
Duration: 12+ Months
Experience Required: 6–8+ Years

Important Submission Criteria

• Local candidates only
• Candidate must be within 25–30 minutes driving distance to Montvale, NJ
• Strong enterprise L2 infrastructure / end-user technology support experience required

Job Summary

We are seeking an experienced L2 Enterprise Technology Support Engineer to serve as the technical face of Enterprise Technology Services (ETS), providing advanced support across enterprise infrastructure, end-user computing, hybrid cloud services, networks, telephony, and service operations.

This role requires strong troubleshooting expertise, hands-on support capabilities, escalation ownership, vendor coordination, and enterprise service operations experience.

Key Responsibilities

L2 Incident & Service Request Support

• Provide second-level (L2) support for incoming incidents and service requests
• Act as escalation point for issues unresolved by L1 support teams
• Troubleshoot and resolve enterprise technology incidents within SLA targets
• Prioritize incidents and requests based on:
  • Severity
  • Business impact
  • Defined service processes

Enterprise Technology Support

Provide support across enterprise technology domains including:

End User Computing (EUC)

• Desktop / laptop support
• Hardware troubleshooting
• Software support
• Peripheral deployment

Enterprise Infrastructure

• Hybrid cloud services
• Network support
• Telephony systems
• Service operations technologies

Operational Support

• Walk-up support requests
• Onsite technical troubleshooting
• Hardware fixes / replacements

Escalation Management

• Escalate incidents to:
  • Vendors under support contracts
  • Level 3 support teams
  • Product engineering teams
• Track:
  • Vendor response times
  • SLO / SLA compliance
  • Resolution progress

Knowledge Management & Documentation

• Develop and maintain:
  • Knowledge base articles
  • FAQs
  • Troubleshooting documentation
  • Technical runbooks
• Receive and document technical knowledge from:
  • Product engineers
  • Level 3 teams
• Contribute to operational knowledge maturity

Training & Team Enablement

• Support knowledge sharing across support teams
• Train:
  • Level 1 support teams
  • Level 2 colleagues
• Improve support capability through technical coaching

Hands-On Technical Support

• Perform physical troubleshooting when remote support is insufficient, including:
  • Desktop-level repairs
  • Hardware troubleshooting
  • Peripheral replacement
  • Onsite incident resolution

Transformation & Continuous Improvement

• Support enterprise transformation initiatives by contributing:
  • Technical expertise
  • Documentation
  • User validation / pilot support
  • Operational improvement insights

Required Skills & Qualifications

Core Technical Skills

Strong experience supporting:

• End User Computing (EUC)
• Enterprise infrastructure support
• Service operations environments
• Hybrid cloud technologies
• Desktop support
• Enterprise network troubleshooting
• Telephony support

Support Operations

Strong experience with:

• L2 technical support
• Incident management
• Request fulfillment
• Escalation handling
• SLA / SLO management
• Vendor coordination

Hands-On Support

Experience with:

• Hardware troubleshooting
• Desktop support
• Walk-up support
• Onsite technical issue resolution

Knowledge Management

Experience creating:

• Knowledge base documentation
• Support guides
• FAQs
• Technical documentation

Preferred Skills

• SCOM / EUC tools exposure
• Enterprise service operations platforms
• Infrastructure monitoring tools
• Transformation project participation

Soft Skills

• Strong troubleshooting mindset
• Excellent communication skills
• Customer support orientation
• Team collaboration
• Knowledge sharing mindset
• Strong prioritization skills

Key Skills

• L2 Support
• Enterprise Technology Support
• End User Computing (EUC)
• SCOM
• Desktop Support
• Hybrid Cloud
• Network Support
• Telephony Support
• Incident Management
• Vendor Management