EUC Support Engineer (Client Infrastructure)

Job description: As an EUC Support Engineer, based in one of our Regional Hubs, you will be responsible for providing technical support to our global user base. You will work as part of the Technical Support Team but have dedicated focus on supporting end user computing (EUC) technologies; Collaboration, Identity and Access, Unified Communications and Client Infrastructure.

Supporting the latest technologies within a customer centric environment that provides exceptional customer satisfaction, and working with market leading ITSM Service Management tools, you will provide high-levels of technical knowledge, analytical troubleshooting and problem solving to maximise user productivity.

You will demonstrate a clear knowledge of the ITIL service management framework and understanding how to build and deliver great service to our users.

You will work closely with our Service Desk, Deskside Support, Security and Global End User Computing teams to ensure technical issues & requests are managed, progressed and ultimately resolved in a timely manner, ensuring quality is of the highest standard and exceeding service level targets where possible.

You will demonstrate a high capacity for learning & development and will seek to adopt new knowledge and resolution capabilities through a strong ‘shift-left’ approach.

Excellent communication skills are mandatory, and the ability to be self-disciplined & motivated is necessary, as well as having excellent collaborating skills and a strong sense of team ethic.

Job Title: EUC Support Engineer (Client Infrastructure)

Job Description:

End User Computing technology portfolio

The successful candidate will focus on supporting these technologies, and therefore will demonstrate sound levels of technical ability and experience of working with most of these platforms.

Client Infrastructure – Endpoint management (SCCM/Intune/JAMF), Remote Application Delivery (Citrix/AVD)

Responsibilities

Duties will include:

Responsible for managing the resolution of user incidents and any escalated issues from the Service Desk for EUC services.

Fulfil requests for EUC services, including project requests when required.

Escalate incidents to the EUC Global team after initial troubleshooting.

Work with the EUC Global team to ensure high quality, up-to-date documentation exists for all EUC support processes.

Work with the EUC Global team to identify service improvements to current processes.

Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together.

Remain aware of new product developments in technology, providing input to improve service and processes.

Work with the Technical Support Manager to agree team responsibilities and activities, by engaging with business users and other technical support functions.

Manage workloads, adhere to the team rota, ensure all incident and request tickets are handled in an appropriate, professional manner meeting agreed SLA targets.

Work as part of a team of technical support engineers, providing guidance and expertise as well as setting standards of professionalism and attitude.

Diagnose and troubleshoot technical issues in the user context, covering Windows 10, Mac OS, applications, and connectivity issues.

Research solutions to technical issues that can be raised with the relevant service owners.

Ensure that user experience and satisfaction is at the forefront of all activities.

Talk customers through a series of actions, either via phone or chat, until they have solved a technical issue.

Provide prompt and accurate feedback to customers for the incident they have raised.

Ensure all issues are correctly logged and followed through to completion within the agreed SLA’s.

Prioritize and manage several open issues at one time.

Candidate Profile

Education/qualification and training

Ideally Microsoft / CompTIA certified or equivalent qualifications and experience.

ITIL qualification (Foundation).

Knowledge/skills

Excellent understanding of current Mac OS and Windows 10.

Supported users in an Enterprise Windows 10 environment using SCCM for application delivery, OS deployment and endpoint management.

Supported users in an Enterprise Mac environment using JAMF for application delivery, OS deployment and endpoint management.

Good knowledge of troubleshooting network connectivity issues on Windows/Mac clients.

Good knowledge on how to troubleshoot basic client application issues.

Good understanding of cloud technologies.

Good understanding of Active Directory and Group Policies at a level to troubleshoot user encountered issues.

Experience of following runbooks to complete tasks and troubleshoot when following the runbook does not work.

Experience of Supporting Adaptiva OneSite would be advantageous but not required

Experience of Supporting Citrix/AVD would be advantageous but not required

Experience

Experience of working with ITIL based Service processes and functions.

Experience and knowledge of supporting customers in a complex, enterprise environment. Preferably in the technical services sector.

Personal characteristics

Excellent troubleshooting and problem-solving skills.

Willingness to update professional knowledge and a commitment to continuous improvement.

Ability to identify and manage priorities.

Excellent time management and organisational skills, and ability to handle multiple concurrent tasks and projects with minimal supervision.

Strong organisation and planning skills with exposure to matrix management.

Demonstrate excellent communication skills, both written & verbal.

Good relationship and interpersonal skills.

Ability to set and achieve goals for self.

Ability to work a flexible schedule.

Team player.

Location: Kuala Lumpur

Brand: Global Technology

Time Type: Full time

Contract Type: Permanent