Senior EUC Engineer

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

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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