EUC Desktop Support Engineer (Local Candidates to Montvale, NJ)

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