IT User End Engineer

Purpose of Role

This is a permanent role based in Singapore. This is to cope with day-to-day BAU End User activities, focusing on ensuring the efficient and effective operation of IT systems from the end user's perspective.

Primary responsibilities

User Support and Troubleshooting

• First-Line Support: Address and resolve issues that end users face with hardware, software, and network services.
• Problem Diagnosis: Identify the root causes of technical problems and provide timely solutions.
• Troubleshooting Tools: Use diagnostic tools to investigate and resolve incidents quickly.

Technical Assistance

• Help Desk Services: Manage incoming support requests via various channels (email, phone, chat) and keep users informed about their issue status.
• On-Site Support: Provide hands-on assistance for hardware and software issues that cannot be resolved remotely.

Maintenance and Upgrades

• Regular Maintenance: Conduct routine checks and maintenance on end-user devices to ensure operability.
• System Upgrades: Assist with the rollout of updates and new software installs, including OS upgrades and application installations.

User Training and Documentation

• Train End Users: Develop and conduct training sessions for users on new systems and software applications.
• Create Documentation: Produce user manuals, guides, and FAQs to assist users in independent troubleshooting.

Configuration and Deployment

• Device Setup: Configure and deploy end-user devices, including computers, tablets, and smartphones, ensuring they meet company specifications.
• Software Installation: Manage the installation of required software applications and tools.

Collaboration with IT Teams

• Work with IT Departments: Coordinate with other IT specialists, such as network engineers or system administrators, to resolve complex issues.
• Participate in Projects: Engage in IT projects that impact end-user systems, providing input from the user perspective.

Security Awareness

• Promote Security Practices: Educate users on security best practices, including safe password management and identifying phishing attempts.
• Implement Policies: Ensure compliance with IT security policies and procedures among end users.

Feedback Collection

• User Feedback: Gather feedback from end users about their experiences and issues, contributing to improvements in IT services and systems.

Performance Monitoring

• System Monitoring: Keep track of the performance of end-user systems and proactively address potential issues before they affect users.

The results required for success

• Attend to user and ensure request is completed within timeline
• Ensure that end users have the necessary support to perform their duties effectively
• Deployment of IT equipment within agreed timeline.

Key Accountabilities & Responsibilities

Key Accountabilities:

• Technical Support: Provide timely and effective assistance to end users experiencing technical issues with hardware, software, and networking.
• Issue Resolution: Accurately diagnose and troubleshoot problems, escalating issues to appropriate teams when necessary.
• Collaboration: Work collaboratively with other IT staff to ensure cohesive support efforts and share knowledge regarding issues and resolutions.
• Compliance: Adhere to company policies and procedures, including data privacy and security protocols.

Key Responsibilities:

Help Desk Support:

• Respond to support tickets and inquiries via phone, email, or chat.
• Resolve issues related to desktop and laptop computers, peripherals, and mobile devices.

Software Installation and Configuration:

• Install, configure, and maintain operating systems, applications, and security software.
• Assist with software updates and patches to ensure security and functionality.

Hardware Setup and Maintenance:

• Set up, maintain, and troubleshoot hardware including computers, printers, and other peripherals.
• Perform routine hardware maintenance and resolve hardware-related issues.

User Training:

• Provide basic training to users on software applications and IT best practices.
• Create user guides or FAQs to assist with common issues and questions.

Asset Management:

• Keep track of IT assets and ensure they are accounted for, including inventory management.
• Assist in the onboarding and offboarding of employees regarding IT equipment and access.

Networking Support:

• Troubleshoot network connectivity issues and assist with VPN or remote access setup.
• Support users in configuring device settings for network access and security.

Monitoring and Reporting:

• Monitor the status of support tickets and provide updates and feedback to users.
• Generate reports on common issues or trends to help inform IT strategies.

Continuous Learning:

• Stay updated on technological advancements and best practices in IT support.
• Participate in training sessions to enhance technical skills and knowledge.

Documentation:

• Document new findings into knowledge base.

Required Skills & Experience

• Education required – Minimally a Diploma in Information/Computer Science
• Early career entry
• Knowledge in Microsoft Windows Operating Systems
• Strong communication skills
• Problem/issue resolving ability – to resolve issues in a timely manner and with a clear escalation path if needed
• Good time management skills
• High demand on quality and ability to work independently