EUC Engineer

We are looking for a EUC Engineer to join our team to provide technical support for MDM, an identity & access management solution coupled with single sign-on. The ideal candidate will have experience in cloud operations, troubleshooting, incident resolution, and providing IT support to customers.

Responsibilities:

· Monitor software releases by toolset product principles

· Provide L2 support and maintenance in the production environment

· Perform planned monthly or ad-hoc OS/Security patching for monitored platforms

· Troubleshoot and resolve incidents in accordance with incident management and expected service levels

· Create and maintain up-to-date documentation

· Coordinate with Resolver Group to resolve incidents affecting availability

· Attend to users physically if needed

· Provide technical support to customers who use various IT products and services, including Windows 11, MacOS, Intune, Tanium, Cloudflare, via phone, email, chat, or remote desktop

· Escalate complex or unresolved issues to the relevant parties or vendors

· Document customer queries, issues, and solutions in a clear and concise manner

· Monitor and report on the performance and usage metrics of the IT products and services

· Provide feedback and suggestions to the product development teams to enhance the functionality and user experience of the IT products and services

· Stay updated on the latest features, updates, and best practices of the IT products and services

Requirements:

· Experience in cloud operations, troubleshooting, and incident resolution

· Knowledge of Azure/AWS and its services

· Familiarity with Tanium platform and its modules

· Ability to work with principal vendor counterpart on operative issues

· Bachelor’s degree in computer science, information technology, or a related field

· ITIL foundation certified

· Azure administrator associate or expert level certification

· 3+ years of experience in providing IT support to customers, preferably in a government or public sector setting

· Familiarity with various IT products and services, such as Windows 11, MacOS, Intune, Tanium, Cloudflare

· Knowledge of the Singapore Government Tech Stack (SGTS) and its components

· Proficiency in various IT software and hardware, and network security practices

· Ability to diagnose and resolve technical issues using various tools and methods

· Excellent communication, interpersonal, and customer service skills

· Ability to work independently and collaboratively in a fast-paced and dynamic environment

· Ability to prioritize and manage multiple tasks and deadlines

· Willingness to learn new skills and technologies

#LI-JM1

#LI-CTSAPAC

Technical Skills

SNo Primary Skill Proficiency Level * Rqrd./Dsrd.

1 Device Management Intune PL3 Required

* Proficiency Legends

Proficiency Level Generic Reference

PL1 The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels.

PL2 The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects.

PL3 The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects.

PL4 The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.

Schedule: Full-time

Shift: Day Job

Travel: No