Job Summary:
We are looking for a skilled EUC Engineer with expertise in remotely supporting global end-user environments. This position involves optimizing and enhancing the end-user experience across devices, systems, and applications, including Windows 11 and AI-powered tools such as Co-Pilot PC. The successful candidate will work within a global team, effectively managing and resolving technical issues across various time zones.
Key Responsibilities:
- Provide remote end-user support primarily for Wilmar Singapore offices and assist global users as required.
- Utilize JIRA or equivalent ticketing systems to track and document all support activities.
- Proactively monitor, manage, and resolve incidents, requests, and changes within the EUC environment, ensuring proper documentation and timely follow-up.
- Participate in on-call rotations and address escalated issues to ensure consistent service availability.
- Analyze and research novel technical problems as they arise, devising innovative solutions.
- Deploy software updates, troubleshoot applications, and optimize performance for end users.
- Deliver technical support for Windows and mobile operating systems, Office 365 services (Teams, OneDrive, SharePoint, and Active Directory), Zoom, and file/print infrastructure.
- Conduct group training sessions periodically to share knowledge and improve technology adoption.
- Provide after-hours support when necessary.
Job Requirements:
- A diploma or degree in Computer Studies, Information Technology, or a related field.
- At least 3 years of experience in helpdesk support and IT project management. Fresh graduates with relevant skills may also be considered.
- Proficiency in English is required, and knowledge of Mandarin is an advantage.
- Proven experience in supporting senior executives and excellent customer service skills.
- Strong problem-solving abilities and an aptitude for learning new technologies.
- Capability to prioritize tasks and manage multiple responsibilities effectively.
- Solid understanding of Windows 10 & 11 OS, Active Directory, Office 365, Teams, SharePoint Online, OneDrive, and file/print infrastructure.
- Working knowledge of LAN/WAN networks and iOS/Android mobile devices.
- Familiarity with modern security practices, including BitLocker encryption, endpoint protection, and data compliance policies.
- Experience with Unified Endpoint Management (UEM), ITSM tools (e.g., ServiceNow, Jira), and remote global team support.
