Lead Engineer - EUC Engineer (Cluster office)
Date: 15 Oct 2024
Location: SG
Company: Synapxe
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/She creates new report templates and formats for new analysis. He/She 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/She is required to be on standby with on-call availability, varied shifts including nights, weekends and holidays. He/She understands the service level requirements and strives for continuous service improvement by providing quality technical support to end users.
He/She is able to identify interdependencies when analysing problems and developing creative solutions. He/She displays a sound judgement when making decisions and demonstrates initiative when situation calls for action.
Role & Responsibilities
- Identify actions to maintain or improve levels of service.
- Advise the business on IT support metrics and capabilities.
- Priorities activities to ensure continuity of service and prompt issue resolution.
- Oversee the compiling of data for reporting purposes.
- Plan installation of hardware equipment, software and maintenance agreements.
- Analyse enquiries to identify recurring user problems, recommend solutions, and to identify areas where service can be improved.
- Develop problem solving guidelines, checklists, or other materials to assist staff to respond to user problems that are recurring or routine.
- Establish performance and reporting measures to provide an effective and efficient level of service.
- Oversee team management including budgets, forecasting, work allocations and staffing.
- Drive effective performance management practices within department in accordance with company policies and procedures.
- Review EUC project plan to determine time frame, funding limitations, procedures for accomplishing projects.
Requirements
- Possess a Bachelor Degree in IT or healthcare professionals with degree and equivalent experience.
- At least 10 years of experience in managing IT operations and support, preferably in a large organization.
- Team player and good people management skills to lead a large number of subordinates.
- Possesses good business acumen and analytical abilities
- A strategic, creative thinker who is results-oriented
- Excellent leadership, negotiation, interpersonal and communication skills.
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