Senior Systems Engineer - EUC (Cluster Infra Services)

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.

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

• At least 4 - 5 years’ experience in developing, implementing and maintaining IT systems
• CompTIA Network+ 
• Microsoft Certified: Modern Desktop Administrator Associate
• MS Products (M365, Win11, SQL, Teams and etc) Proficiency
• Preferably with Healthcare industry experience 
• Project Management Experience

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