Desktop Engineer

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