• Competitive
  • Singapore
  • Permanent, Full time
  • OCBC Bank
  • 2018-07-22

End User Services Technical Support Engineer (Enterprise Software Distribution)

End User Services Technical Support Engineer (Enterprise Software Distribution)

Candidate will drive the application & OA software distribution planning, testing and deployment function to ensure that the overall software packaging experience is one where the services are user-friendly, pro-active with a customer-first focus, and continually improving to be modern and digital ready.

The technical support engineer will oversee a team in delivering the software packaging for OCBC Group

• 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
• Ensure effective resolution of end user escalations and concerns
• Ensure quality services performance and availability in accordance to internal and SLA KPIs
• Highly skilled & understand in Command line script for software packaging
• Ensure software packages tested on the standard operating environments
• Experienced in troubleshooting activities to diagnose packaging issues
• Ensure software packages meet & operate under deployment mechanisms
• Experienced in design, Implementation, Operation, fault resolution, system upgrade, capacity planning and performance management of SCCM
• Experienced in security patch on client workstation
• Experienced in SCCM client remediation for faulty agent
• Provide technical consultation for SCCM to desktop support engineers
• Understand and analyze SCCM log files, provide patch management support
• Validate deployment plans for compliance within existing performance limitations of the SCCM
• Experienced in application deployment plans
• Set priorities and direct day-to-day operations to achieve high quality, performance standards and meet targets
• Drive recruitment, performance management and career development in order to attract and retain best talent
• Analyze performance of existing systems, processes, people and ensure corrective actions are taken
• Continuously look for opportunities to make the functions' processes more efficient
• Interface and coordinate with other IT functions and external service providers to ensure seamless services


  • University degree in IT or related fields
  • 5 years' experience in IT environment
  • Experienced in providing end user related support and services in a banking/Financial Institutions environment preferred
  • Experienced in Desktop SOE image preparation using Microsoft MDT/SCCM is an advantage
  • Highly skilled in supporting all versions of Microsoft Desktop Operating Systems and Technologies/Tools, including but not limited to Office 2010/Office 2016/Office 365 (Advanced Excel/Word formulas and macros
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