Position Summary:
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 requirements, performs ad-hoc root cause analysis, develops checklists for typical problems, and defines methods for issue resolution and prevention.
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 analyzing problems and developing creative solutions. He/She provides cloud infrastructure support to users, performs cloud infrastructure monitoring, identifies areas of improvement to help streamline operations, troubleshoots system issues and failures, and fine-tunes systems to ensure optimal performance.
Roles & Responsibilities:
1. Assist in updating users and computers profile.
2. Maintain and deploy GPO.
3. Perform application/package deployment activities.
4. Prioritize activities to ensure continuity of service and prompt issue resolution.
5. Plan installation of hardware equipment, software, and maintenance agreements.
6. Analyze enquiries to identify recurring user problems, recommend solutions, and identify areas where service can be improved.
7. Respond to more complex, escalated enquiries from team members.
8. Coordinate with various parties for cloud infrastructure related deployment/enhancement/incident.
9. Assist with User Access Matrix (UAM) exercise.
10. Maintain CIS score on AWS Security Hub and Microsoft Defender.
11. Monitor monthly patching and maintenance activity.
12. Monitor alarms and ensure response to alerts triggered from AWS.
13. Monitor AWS backup status.
14. Review AWS cloud billing.
Qualifications/ Requirements:
* Possess a Bachelor Degree in IT or healthcare professionals with degree and equivalent experience.
* At least 5 years of experience in managing IT operations and support, EUC, and Application support in different agencies or government sectors.
* Able to handle a high volume of users.
* Strong vendor and stakeholder management.
* Prior technical knowledge on End User Computing technologies, including Desktop Endpoint Management, Win10 / 11 Security Patch Management, Asset Management, GPO policy management, Active Directory Administration, and SCCM administration (plus point).
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