Job Description

Position Overview

The EUC Engineer provides technical support to end users on various technical issues and problems relating to hardware and software. He/She responds, documents and resolves service tickets in a timely manner and according to Service Level Agreements. He creates new report templates and formats for new analysis. He interacts with cross functional teams, understands support requirement, performs ad-hoc root cause analysis, develops checklists for typical problems and defines methods for issue resolution and prevention. He is required to be on standby with on-call availability, varied shifts including nights, weekends and holidays. He understands the service level requirements and strives for continuous service improvement by providing quality technical support to end users.

He is able to identify interdependencies when analysing problems and developing creative solutions. He displays a sound judgement when making decisions and demonstrates initiative when situation calls for action.

Role & Responsibilities

Provide IT Support

• Provide technical support to users
• Perform ad-hoc analysis
• Assist users with hardware and software installations
• Act as a resource for colleagues with less experience

Maintain Systems

• Organise system activities including planned maintenance events, system backup processes and disaster recovery drills
• Develop supporting documentation of all activities
• Research alternates to existing software and hardware

Implement New Systems

• Install hardware equipment, software and maintenance agreements
• Perform acceptance testing of installed/upgraded equipment
• Oversee integration, compatibility and continuing operations of systems to ensure minimal disruption
• Design new methods of highly complex reporting and presentation
• Conduct office automation feasibility studies

Resolve Issues

• Coordinate activities to identify, diagnose and rectify problems with little precedence
• Simulate user problems to resolve operating difficulties
• Develop innovative solutions and/or systems modifications to reduce user problems
• Develop mitigating and/or preventive solutions
• Assist senior leaders in disaster recovery planning and testing

Requirements

• Diploma/Degree in Computer Science of equivalent
• At least 5 - 6 years\' experience in developing, implementing and maintaining IT systems
• Experience in mass EUC deployment for building relocation, renovation projects and new set-up implementation
• Certification in ITIL, MCSE preferred
• Self moltivated, good interpersonal skills, ability to write, communicate and present salient points and ideas to get buy-in
• Strong vendor management skills

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