Euc Desktop Engineer

Tata Consultancy Services; New York (NY); On-site; USD 70,000 - 85,000; Full time

Job summary

Tata Consultancy Services Limited seeks an experienced EUC Desktop Engineer to provide premium VIP support, lead L3 escalations, and drive operational excellence in end-user computing. Role emphasizes strong stakeholder management, proactive issue resolution, and close collaboration across identity, security, and collaboration teams.

The ideal candidate will have a track record supporting CXO/VIP users, handling escalations end-to-end, and improving SLA adherence through structured problem

Qualifications

• Experience delivering high-touch White Glove support to CXO/VIP users.
• Proven ability to manage escalations end-to-end in large enterprises.
• Strong familiarity with ITIL Incidents, Problems and Changes.

Responsibilities

• Deliver high-touch VIP support to CXO/VIP users onsite/remote/hybrid.
• Own end-to-end resolution for executive incidents with minimal downtime.
• Manage confidential/high-visibility issues with discretion and professionalism.
• Act as escalation point for complex EUC issues across OS, endpoint security, and apps.
• Drive triage, root cause analysis, and cross-functional resolution.

Skills

VIP support

Executive support

ITIL processes

Escalation ownership

Stakeholder management

End-user computing

Tools

Intune

SCCM/MECM

Azure AD/Entra ID

Defender/CrowdStrike

MS Office 365

Job description

EUC Desktop Engineer

We are seeking a highly experienced White Glove Support professional with extensive experience 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).
• Expertise 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 diagnostic

Salary

Salary Range- $70,000-$85,000 a year

Location

New York, NY