Job Description

Position Overview
An End User Computing (EUC) Engineer provides comprehensive technical support to end users, ensuring the smooth operation of IT systems and infrastructure. This mid-level role involves troubleshooting hardware and software issues, implementing new systems, and maintaining existing ones. The EUC Engineer works closely with other IT teams to deliver high-quality service and support.
The candidate is required to be on standby with on-call availability with varied shifts including nights, weekends and holidays. The candidate must display willingness to learn and is committed to provide service level excellence and able to articulate effectively and works well within a team.
Role & Responsibilities
Technical Support:

• Provide technical assistance to end users for hardware, software, and network issues.
• Respond to, document, and resolve service tickets in accordance with Service Level Agreements (SLAs).
• Assist users with the installation, configuration, and troubleshooting of IT equipment and applications.
• Develop innovative solutions and/or systems modifications to reduce user problems

System Implementation and Maintenance:

• Support the deployment and integration of new hardware and software systems.
• Conduct acceptance testing and ensure compatibility with existing infrastructure.
• Perform regular system maintenance, including updates, backups, and disaster recovery drills.

Performance Optimization:

• Monitor and optimize the performance of end user computing systems.
• Gather and analyze performance data to identify areas for improvement.
• Implement updates and upgrades to enhance system efficiency and reliability.

Issue Resolution:

• Diagnose and resolve complex technical issues, simulating user problems as needed.
• Develop and implement preventive measures to reduce the occurrence of issues.
• Collaborate with other IT teams to address and resolve cross-functional problems.

Documentation and Reporting:

• Maintain detailed documentation of system configurations, changes, and support activities.
• Prepare and present reports on system performance, issues, and resolutions.
• Stay updated with the latest industry trends and technologies to recommend improvements.

Collaboration and Training:

• Work with cross-functional teams to understand and meet support requirements.
• Provide training and guidance to end users on the effective use of IT systems.
• Assist in the development of support documentation and training materials.

Requirements

• Have prior technical knowledge on End User Computing technologies, not limited to Desktop Endpoint Management, Win10 / 11 Security Patch Management, Asset Management, GPO policy management, Active Directory Administration, Win 7 / 10 / 11 migration (plus point), M365 administration (plus point), SCCM & Bitlocker (MBAM) administration (plus point), Software deployment management (plus point)
• CompTIA Security+
• Microsoft Certified: Modern Desktop Administrator Associate
• Have vendor management experience or have experience managing subcontractors will be an advantage
• Required to be on standby with on-call availability with varied shifts including nights, weekends and holidays

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