EUC Desktop Engineer-
We are seeking a highly experienced White Glove Support professional with 12+ years 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).
• Exp ertise 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 diagnostics
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