Technology Engagement Lead

The Technology Engagement Lead (TEL) at Eurolaser technologies operates at the site level, acting as a bridge between business stakeholders and IT operations. The role combines executive-ready communication with practical technical judgment to maintain service continuity, keep users informed, and drive issues to timely closure. This position is based in New York, NY 10040 and is onsite.

Role scope and service leadership

• Serves as the site level service leader connecting business stakeholders and IT operations.
• Ensures continuity, proactive engagement, and timely escalation.
• Owns outcomes by coordinating across BUSINESS towers, OEMs, and vendors while maintaining service momentum and confidence for end users.
• Provides an executive ready presence through clear, concise business communication.
• Delivers proactive updates, expectation management, and transparent reporting.
• Drives issues to closure with accountability, tracking commitments and sustaining delivery momentum.
• Builds trust and credibility with users and stakeholders, including de-escalating frustration and supporting cross-team collaboration.
• Helps support adoption of IT changes while balancing competing priorities.

Technical grounding and escalation judgment

• Applies strong grasp of EUC/workplace fundamentals, including Windows/Mac endpoints, mobile devices, and printers.
• Uses connectivity basics such as LAN/Wi Fi troubleshooting, VPN access, and awareness of IP/DNS.
• Understands the device and asset lifecycle, including procurement, deployment, and disposal.
• Performs ticket triage, evidence capture, and smart hands activity such as rack/stack, cable checks, and peripheral swaps.
• Maintains working knowledge of site continuity plans and critical contact networks.
• Maintains familiarity with service metrics, escalation paths, and PO/status controls.
• Recognizes when to stop troubleshooting and escalate to L2/L3 resolvers.
• Avoids unnecessary ticket bouncing by engaging the right resolver group.
• Uses structured triage to distinguish EUC issues from infra/network/application problems.

Governance and compliance

• Participates in governance routines.
• Supports compliance reporting.

Required qualifications

• Bilingual fluency (local language plus English).
• Strong grasp of EUC/workplace fundamentals (Windows/Mac endpoints, mobile devices, printers).
• Connectivity basics including LAN/Wi Fi troubleshooting, VPN access, and IP/DNS awareness.
• Device/asset lifecycle knowledge (procurement, deployment, disposal).
• Experience with ticket triage, evidence capture, and smart hands activity (rack/stack, cable checks, peripheral swaps).
• Working knowledge of site continuity plans and critical contact networks.
• Familiarity with service metrics, escalation paths, and PO/status controls.
• Participation in governance routines and compliance reporting.

Technologies: Windows, Mac, VPN, IP, DNS.

Clarifications on what the TEL is not

• Not a replacement for a network, security, server, or application L3 engineer.
• Not a passive ticket dispatcher who only forwards issues.
• Not a traditional helpdesk analyst confined to incident queues.
• Not a line manager by default; however, people management strength supports mature stakeholder handling, coordination, influence, and service leadership.

Compensation: USD 4,500 - 5,500 per month.