EUC Support

• Help design, build and continuously improve the clients online platform.
  


• Research, suggest and implement new technology solutions following best practices/standards.
  


• Take responsibility for the resiliency and availability of different products.
  


• Be a productive member of the team.
  

Requirements

• 6–8 years of experience in Field Services, Onsite Support Services, PC and Mobile Support, Hardware Support, Hands & Eyes Support, Meeting Room and Event Support, Smart Hands, Collaboration, Telephony Equipment, and Office Moves.
  


• Perform bulk device refreshes and Smart Hands support (GLOPAS).
  


• Provide PC refresh support and individual user assistance.
  


• Manage existing recycle cages and loaner lockers at customer sites.
  


• Coordinate laptop provisioning and configuration for new joiners.
  


• Support driver updates, patching, firmware updates, and Build-to-Order (BTO) requirements.
  


• Manage IT assets and coordinate asset repair and break-fix activities with equipment providers.
  


• Manage hardware storage using customer on-site storage facilities.
  


• Coordinate courier packaging services using customer on-site provisions.
  


• Communicate with designated Facility Management contacts at each site.
  


• Coordinate goods receipt and on-site support activities with Facility Management.
  


• Perform hardware and software troubleshooting for mobile devices and tablets.
  


• Coordinate equipment ordering and returns with equipment service providers.
  


• Support Networks, GLOPAS, conferencing, server storage, and printer-related activities.
  


• Participate in Crisis Management activities as required.
  


• Define and implement processes for local announcements.
  


• Manage the marketing, branding, content, format, and delivery of local announcements.
  


• Plan and execute local announcements, including date, time, venue, and communication medium.
  


• Participate in Change Advisory Board (CAB) meetings, document reviews, office calls, and follow-up actions.
  


• Prepare monthly performance reports.
  


• Conduct IT induction sessions for new users.
  


• Provide VIP support where applicable.
  


• Perform advance forecasting and notification of IBA activities.
  


• Follow up on user requests, ticket escalations, email queries, and complaints.
  


• Track new starter activities, including hardware orders, Active Directory accounts, and phone provisioning.
  


• Coordinate WEEE (Waste Electrical and Electronic Equipment) disposal with Facility Management and third-party vendors.
  


• Coordinate with Facility Management to maintain user guides.
  


• Deliver training and support for new employees.
  


• Conduct quarterly sessions to assist users in adopting new technologies.
  


• Perform SCCM operating system troubleshooting.
  


• Participate in software licensing and services team meetings.
  


• Create, review, present, and approve knowledge base articles.
  


• Perform OS version updates and profile recreation when central workplace services cannot complete these activities.
  


• Monitor support queues, dispatch tickets, and manage problem tickets.
  


• Hands-on experience with office move projects.
  


• Strong technical knowledge of Windows 10.
  


• Good knowledge of Microsoft Office 2016 and Microsoft 365.
  


• Proven experience as a Desktop Support Engineer, Technical Support Engineer, or similar role.
  


• Ability to perform remote troubleshooting and provide clear user guidance.
  


• Experience with Windows imaging projects.
  


• Knowledge of software development processes and methodologies.
  


• Good understanding of networking fundamentals and troubleshooting tools such as nslookup, traceroute, ping, and packet capture tools.
  


• Ability to coordinate effectively with multiple teams to achieve timely issue resolution.
  


• Strong workload management and organizational skills.
  


• Ability to work effectively with diverse teams and stakeholders.
  


• Ability to adapt to new technologies and products.
  


• Knowledge of SCCM and Microsoft Intune administration.
  


• Experience with mass operating system deployments.
  


• Experience maintaining multiple operating system images and hardware models.
  


• Experience with Microsoft's OEM Pre-installation Kit (OPK) tools.
  


• Knowledge of PXE and DHCP functionality.
  


• Strong interpersonal skills with the ability to explain technical concepts to non-technical users and senior management.
  


• Good documentation skills.
  


• Working knowledge of Microsoft Office, including Microsoft Project and Visio.
  


• Ability to manage unforeseen situations effectively.
  


• Excellent problem-solving and multitasking skills.
  


• Strong focus on delivering business value and process improvements.
  


• Proven ability to improve service delivery efficiency and reduce operational costs.
  


• Experience working in operational environments alongside technical and operational teams.
  


• Experience managing multidisciplinary teams across distributed locations.
  


• Strong customer-facing experience with a proven track record of delivering services to agreed service levels.
  


• Ability to build strong customer relationships and deliver flexible, responsive support.
  
  
  

Benefits