Senior Specialist, EUC L2 Support Engineer

About Grab and Our Workplace

Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.

Get to know the team:

At Grabber Technology Solutions (GTS), we revolutionise the technology experience for every Grabber. Our mission is to empower our team with seamless and innovative solutions that enhance their daily work. We are a diverse group of forward-thinkers committed to creating personalised IT experiences. If you're passionate about customer-centric innovation and eager to make a significant impact on technology at Grab, come join us and help shape the future of technology.

Get to know the Role

The Senior EUC L2 Support Engineer plays a pivotal role in maintaining the stability, performance, and security of the organization’s end-user computing environment, with a particular focus on supporting critical IT infrastructure across Network, Cloud Server, and Contact Center Telephony (Voice) platforms. This position involves proactive monitoring, incident and problem management, health and performance checks, and ensuring compliance with Configuration Management Database (CMDB) processes and policies.

In addition to core responsibilities, the engineer must demonstrate the agility to support cross-functional IT services and contribute to service improvement initiatives across multiple domains.

Key Responsibilities:

Network, Cloud, and Telephony System Support & Incident Resolution

• Diagnose and resolve complex issues across network, cloud, and telephony systems, ensuring high availability and minimal disruption to business operations.
• Deliver Level 2 support for enterprise network infrastructure, including switches, routers, firewalls, VPNs, and wireless technologies.
• Troubleshoot and resolve LAN/WAN performance degradation, connectivity failures, security incidents, and VoIP-related issues, including SIP signaling and SIP trunk configuration and diagnostics.
• Provide technical support for cloud server environments (IaaS/PaaS), covering system provisioning, performance tuning, and availability troubleshooting.
• Support Contact Center Telephony systems, including IVR, call routing, and backend voice infrastructure, ensuring optimal performance and user experience.
• Collaborate with vendors, telco carriers, and managed service providers to escalate and resolve service-impacting incidents promptly and effectively.
• Implement both workarounds and permanent fixes, adhering to ITIL-based IT Service Management (ITSM) frameworks to ensure consistent service restoration and improvement.
• Maintain comprehensive documentation of all incidents, resolutions, and root cause analyses to enhance knowledge sharing, problem management, and operational excellence.

Performance Monitoring & Optimization:

• Continuously monitor network and IT system performance, including availability, throughput, and resource utilization.
• Identify and proactively address performance bottlenecks and security vulnerabilities.
• Analyze trends and provide recommendations to improve system efficiency.

System Health Checks & Preventive Maintenance:

• Conduct regular assessments to verify system security, performance, and capacity compliance.
• Develop and execute proactive maintenance plans to mitigate potential issues.
• Implement countermeasures based on assessment findings to enhance system reliability.

Reporting & Documentation:

• Collect, analyze, and report on network and IT service performance, incidents, and resource utilization.
• Generate periodic reports for stakeholders, outlining key insights and action plans.
• Maintain accurate and up-to-date documentation for IT infrastructure and processes.

CMDB Compliance & Data Accuracy:

• Ensure accurate CMDB (Configuration Management Database) updates and compliance with data management standards.
• Maintain up-to-date records of IT assets, configurations, and relationships.

• Proven experience in network support and IT service management.
• Strong troubleshooting skills for diagnosing network and IT system issues.
• Familiarity with cloud services, telephony solutions, and IT infrastructure.
• Ability to manage and document incidents, changes, and performance analytics.
• Excellent communication and collaboration skills to work with stakeholders.
• Leadership capability to act as a secondary IT decision-maker when required.
• Hold at least one industry-recognized professional network certification (e.g., CCNA, Fortinet NSE, or equivalent), demonstrating advanced proficiency in networking, infrastructure management, and security.

Life at Grab

We care about your well-being at Grab, here are some of the global benefits we offer:

• We have your back with Term Life Insurance and comprehensive Medical Insurance.
• With GrabFlex, create a benefits package that suits your needs and aspirations.
• Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
• We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.
• Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours

What We Stand For At Grab

We are committed to building an inclusive and equitable workplace that provides equal opportunity for Grabbers to grow and perform at their best. We consider all candidates fairly and equally regardless of nationality, ethnicity, race, religion, age, gender, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.