EUC Engineer (Level 2) - Part-Time

L2 Technical Support & Incident Resolution

• Provide Level 2 support for escalated EUC incidents in a mission-critical banking Environment

• Diagnose and resolve complex issues related to:

• Windows 10/11 platforms
• Virtual desktops (VDI, if applicable)
• Trading floor / front-office user setups (if relevant)

• Perform root cause analysis (RCA) and implement preventive measures

Microsoft 365 (M365) Administration & Support

• Support and administer:

• Exchange Online (mail flow, mailbox permissions, archiving)
• Microsoft Teams (secure collaboration, policies)
• SharePoint Online & OneDrive (access control, data sharing governance)

• Troubleshoot mail delay, phishing, safe links, and attachment security issues

• Ensure compliance with data protection and financial regulatory requirements

Identity & Access Management (IAM)

• Manage Active Directory & Azure AD (Entra ID):
• User provisioning/de-provisioning (Join/Move/Leave process)

Role-based access control (RBAC)

• Support Multi-Factor Authentication (MFA) and Conditional Access policies
• Ensure strict adherence to least privilege and segregation of duties

Endpoint & Device Management

Administer endpoints using:

• Microsoft Intune / Endpoint Manager
• Group Policy Objects (GPO)

Enforce:

• Device compliance policies
• Encryption (BitLocker)
• Endpoint security controls (EDR/AV tools)

• Support secure remote access (VPN, Zero Trust models)

Security & Regulatory Compliance

Support compliance with standards such as:

• MAS (Monetary Authority of Singapore) guidelines (or equivalent)
• PCI-DSS (if applicable)
• ISO 27001
• Monitor, respond, and remediate:
• Endpoint security alerts
• Suspicious user activities
• Support audit requests, evidence gathering, and reporting

Incident, Change & Problem Management

• Use ITSM tools (ServiceNow, Remedy, etc.)

Follow ITIL processes:

• Incident, Change, Problem management
• Participate in change reviews ensuring minimal business disruption
• Maintain high SLA adherence for critical banking systems

Business Continuity & High Availability

• Support disaster recovery (DR) readiness for end-user services
• Ensure minimal downtime for critical business users (e.g., traders, finance teams)
• Participate in DR drills and failover testing

Required Skills & Experience

Technical Skills

• Strong hands-on experience in:
• Microsoft 365 (Exchange Online, Teams, SharePoint)
• Windows OS troubleshooting
• Active Directory & Azure AD (Entra ID)

Experience with:

• Microsoft Intune / Endpoint Manager
• VPN / secure remote access troubleshooting
• Basic scripting knowledge (PowerShell preferred)

Experience

• 3–6 years in EUC / Desktop Support (preferably in banking or financial services)
• Proven experience handling L2 escalations in regulated environments
• Exposure to security-driven and compliance-heavy IT operations

Soft Skills

• Strong analytical and troubleshooting capability
• High attention to detail (critical in banking environment)
• Ability to work under pressure and meet strict SLAs
• Strong communication skills with business users and stakeholders

Preferred Qualifications

• Certifications:

• Microsoft 365 Certified (Modern Desktop / Enterprise Admin)
• Azure Fundamentals (AZ-900) or higher
• ITIL Foundation

Experience in:

• Financial trading floor or treasury systems support
• VDI environments (Citrix, VMware Horizon)

Key Performance Indicators (KPIs)

• SLA compliance for high-priority banking incidents

• Mean Time to Resolution (MTTR)

• Audit and compliance adherence

• Reduction in repeat incidents

Additional Banking-Specific Expectations

• Strict adherence to information security policies

• Awareness of data confidentiality and insider risk

• Availability for after-hours or on-call support during critical incidents