Senior Systems Engineer - EUC (Cluster Infra Services)

Position Overview

This is a 2 year Direct Contract role.

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

• Experience in supporting Healthcare
• Good experience in supporting Windows OS, Microsoft Email, Teams, OneDrive, SharePoint and Office
• Diploma or Bachelor’s degree in Computer Engineering, Information Security, Computer Science, Information Technology or other related disciplines
• Familiar with MDM - Intune and MobileIron
• Knowledge on ServiceNow, AI and ML
• Knowledge in ID Administration
• Strong experience in Incident Management, Problem Management and Change Management
• ITIL Certified
• Strong in People Management including Stakeholders
• At least some experience in doing budgeting planning
• Experience in managing EUC projects e.g. medium-large endpoints deployment
• Good in using Excel and PowerPoint
• Minimum 3-5 years of relevant experience in project and service deliveries (involve managing the execution and completion of projects and the provision of services)
• Strong in Vendor management

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