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 requirement, 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 analysing problems and developing creative solutions. He/She is responds to provide cloud infrastructure support to users. He/She to perform cloud infrastructure monitoring, areas of improvement to help streamline operations, troubleshoot system issues and failures and find tuning systems to ensure optimal performance.
Roles & Responsibilities:
• Assist in updating users and computers profile.
• Maintain and deploy GPO
• Performing application/package deployment activities
• Prioritise activities to ensure continuity of service and prompt issue resolution
• Plan installation of hardware equipment, software and maintenance agreements
• Analyse enquiries to identify recurring user problems, recommend solutions, and to identify areas where service can be improved
• Respond to more complex, escalated enquiries from team members
• Coordinate with various parties for cloud infrastructure related deployment/enhancement/incident.
• Assists User Access Matrix (UAM) exercise.
• Maintain CIS score on AWS Security Hub and Microsoft Defender
• Monitor monthly AWS patching activity.
• Monitor alarms and make sure response to alerts trigger from AWS
• Monitor AWS backup status
• 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 AWS environment before
- Have prior technical knowledge on End User Computing technologies, not limited to Desktop Endpoint Management, Win10 / 11 Security Patch Management, Asset Management, GPO policy management, Active Directory Administration, SCCM administration (plus point)
- Cloud Certification [e.g: AWS, Azure] (plus point)
- Have vendor management and Cloud administration experience