EUC Desktop Support Engineer (Local Candidates to Montvale, NJ)
Dice is the leading career destination for tech experts at every stage of their careers. Our client, RealTek Consulting, is seeking the following. Apply via Dice today!Job Title: EUC Desktop Support Engineer (EUC / Infrastructure Support)Location: Montvale, NJ (Local Candidates Only – Within 25–30 Minutes Commute)Duration: 12+ MonthsExperience Required: 6–8+ YearsImportant Submission CriteriaLocal candidates onlyCandidate must be within 25–30 minutes driving distance to Montvale, NJStrong enterprise L2 infrastructure / end-user technology support experience requiredJob SummaryWe 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 ResponsibilitiesL2 Incident & Service Request SupportProvide second-level (L2) support for incoming incidents and service requestsAct as escalation point for issues unresolved by L1 support teamsTroubleshoot and resolve enterprise technology incidents within SLA targetsPrioritize incidents and requests based on:SeverityBusiness impactDefined service processesEnterprise Technology SupportProvide support across enterprise technology domains including:End User Computing (EUC)Desktop / laptop supportHardware troubleshootingSoftware supportPeripheral deploymentEnterprise InfrastructureHybrid cloud servicesNetwork supportTelephony systemsService operations technologiesOperational SupportWalk-up support requestsOnsite technical troubleshootingHardware fixes / replacementsEscalation ManagementEscalate incidents to:Vendors under support contractsLevel 3 support teamsProduct engineering teamsTrack:Vendor response timesSLO / SLA complianceResolution progressKnowledge Management & DocumentationDevelop and maintain:Knowledge base articlesFAQsTroubleshooting documentationTechnical runbooksReceive and document technical knowledge from:Product engineersLevel 3 teamsContribute to operational knowledge maturityTraining & Team EnablementSupport knowledge sharing across support teamsTrain:Level 1 support teamsLevel 2 colleaguesImprove support capability through technical coachingHands-On Technical SupportPerform physical troubleshooting when remote support is insufficient, including:Desktop-level repairsHardware troubleshootingPeripheral replacementOnsite incident resolutionTransformation & Continuous ImprovementSupport enterprise transformation initiatives by contributing:Technical expertiseDocumentationUser validation / pilot supportOperational improvement insightsRequired Skills & QualificationsCore Technical SkillsStrong experience supporting:End User Computing (EUC)Enterprise infrastructure supportService operations environmentsHybrid cloud technologiesDesktop supportEnterprise network troubleshootingTelephony supportSupport OperationsStrong experience with:L2 technical supportIncident managementRequest fulfillmentEscalation handlingSLA / SLO managementVendor coordinationHands-On SupportExperience with:Hardware troubleshootingDesktop supportWalk-up supportOnsite technical issue resolutionKnowledge ManagementExperience creating:Knowledge base documentationSupport guidesFAQsTechnical documentationPreferred SkillsSCOM / EUC tools exposureEnterprise service operations platformsInfrastructure monitoring toolsTransformation project participationSoft SkillsStrong troubleshooting mindsetExcellent communication skillsCustomer support orientationTeam collaborationKnowledge sharing mindsetStrong prioritization skillsKey SkillsL2 SupportEnterprise Technology SupportEnd User Computing (EUC)SCOMDesktop SupportHybrid CloudNetwork SupportTelephony SupportIncident ManagementVendor Management