• Competitive
  • Singapore
  • Permanent, Full time
  • OCBC Bank
  • 2018-09-19

End User Services – Senior Support Engineer

End User Services – Senior Support Engineer

  • I nstall, upgrade, support and troubleshoot Windows 7, Windows 10, Microsoft Office365, iOS and any other authorised desktop applications
  • Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorised peripheral equipment
  • Performs general preventative maintenance tasks on computers, laptops, printers and any other authorised peripheral equipment
  • Performs remedial repairs on computers, laptops, printers and any other authorised peripheral equipment
  • Customize desktop hardware to meet user specifications and site standards
  • Performs work in compliance within specified warranty requirements
  • Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels
  • Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network
  • When the restoration is beyond the scope of the computers, laptops, printers and any other authorised peripheral equipment the engineers will escalate the issue/problem to proper tier 3 support team member
  • Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, and administrative systems
  • Develop trends by monitoring and analysing incoming calls, problems and support requests
  • Track and communicate operational metrics to identify process improvement opportunities
  • Ensure businesses are aligned with IT processes and are utilizing the appropriate support and management tools
  • Review/Analyze activity, utilization, and performance reports (e.g. Manpower, KPIs, software, hardware, etc.) on regular basis for area of responsibility
  • Track and communicate operational metrics to identify process improvement opportunities
  • Ensure businesses are aligned with IT processes and are utilizing the appropriate support and management tools
  • Review/Analyze activity, utilization, and performance reports (e.g. Manpower, KPIs, software, hardware, etc.) on regular basis for area of responsibility
  • Lead and manage a team of desktop resident engineers


Qualifications
  • University degree in the field of computer science and/or 4 years' equivalent work experience.
  • Industry certifications, which include Microsoft Certified Professional (MCP), Microsoft Certified Solutions Expert (MCSE), HDI - Desktop Support Technician Certification and Information Technology Infrastructure Library (ITIL), would be an advantage.
  • Technical knowledge of pcs and desktop hardware.
  • Working technical knowledge of current protocols, operating systems and standards, i.e. Windows 7, Windows 10, iOS, Microsoft Office365
  • Working knowledge of AD, Exchange and remote control tools
  • Experience in Desktop SOE image preparation using Microsoft MDT/SCCM is an advantage
  • Experience in supporting mobile devices such as iPhone/iPad/Android mobiles/tablets, etc.
  • Experience in supporting remote and mobile connectivity technologies (VPN, broadband, ADSL, cable, fiber broadband, 4G/HSDPA/HSUPA/LTE)
  • Analytical and problem solving skills
  • Good communication (both verbal and written) skills
  • Able to operate effectively in a team environment
*LI-TK
Singapore Singapore Singapore SG