Job Summary

As a Level 2 EUC Engineer within Technology Services Delivery Group (TSG), you will be responsible for managing the banks managed endpoint devices throughout their typical lifecycle, from initial deployment to eventual retirement. You will manage the endpoint devices with main objectives of securing access to the devices, as well as security of the applications and data running on the devices to provide reliable endpoint device usage and consistent user experiences, across work-in-office and remote access scenarios. The successful candidate will have solid technical know-how to deploy, maintain and troubleshoot issues of endpoint devices to achieve high level of user satisfaction and productivity.

Qualifications

Relevant tertiary qualifications, preferably in Information and Communications Technology fields

Responsibilities

- Troubleshoot and resolve escalated issues from Level 1 support, including hardware failures, software issues, and network configuration problems on client computing endpoint devices
- Perform root cause analysis and implement long term remediation fixes to problems
- Manage and resolve incident tickets within defined SLA timelines, as well as document issue resolution steps and maintain accurate records for future reference
- Provide support for client computing endpoint environments, mobile devices, printers, and enterprise applications
- Assist with deployment, configuration, and maintenance of client computing systems
- Manage and support client computing endpoint devices including desktops, laptops and mobile devices using enterprise endpoint management software (e.g. Microsoft Intune)
- Configure and enforce compliance, conditional access, security policies, application packaging and deployment




- Maintain inventory of hardware and software assets across all managed endpoints, including standalone devices ensuring installed applications are on latest version
- Track and manage software license consumption to ensure capacity planning, timely renewals, and compliance
- Maintain inventory of all installed software on managed endpoints, ensuring the inventory is complete and up to date
- Monitor and ensure operating systems and software patch levels on endpoint devices meet compliance standards
- Build, test and implement technical change requests for deploying OS/software patches, installing / modifying / uninstalling software applications, remediating system or application malfunctions
- Enforce endpoint device security policies
- Prepare regular reports on system performance (capacity and utilization), patching status against compliance standards
- Raise risk acceptance requests for vulnerabilities that need an extended remediation timeframe
- Conduct technical investigation for endpoint device-related issues reported by users, monitoring systems and technical stakeholders
- Manage all requests (service requests, change requests) within established SLAs
- Create and maintain EUC system documentation, including system design diagrams, technical standards, configuration and user guides

Requirements
- Minimum 5 years of relevant work experiences,



preferably in Financial Services environment (banking, fintech, or other regulated environments)
- Strong knowledge with Microsoft 365 suite and Intune management
- Strong knowledge of Windows 10/11 and iOS
- Intermediate Microsoft Windows OS administration and troubleshooting skills (must)
- Experience with endpoint administration and management in Intune cloud-native environments
- Experience with implementing and maintaining Intune Role-Based Access Control (RBAC) to ensure proper delegation of administrative permissions
- Experience with developing, deploying and managing device configuration profiles, compliance policies and application deployment via Intune
- Experience with creating and executing test plans for validating Intune configurations and updates before production rollout
- Experience with supporting corporate Intune mobile devices including configuration, enforce compliance, conditional access, security policies, application packaging, deployment and reporting
- Knowledge of administering Microsoft 365 Apps for Enterprise, SCCM, Active Directory, GPO, DHCP and basic networking
- Experience with scripting or automation related to endpoint management (preferred)
- Understanding of Remote Access Solutions and Remote Desktop solutions (preferred)
- Microsoft Certified Solutions Associate (preferred)
- Microsoft 365 Certifications (preferred)
- Proficient in business communications (written and verbal English) and IT system documentation

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