Senior Systems Engineer - EUC (Cluster Infra Services)

Company description:

Synapxe is the national HealthTech agency inspiring tomorrow's health. The nexus of HealthTech, we connect people and systems to power a healthier Singapore.
Together with partners, we create intelligent technological solutions to improve the health of millions of people every day, everywhere. Reimagine the future of health together with us at www.synapxe.sg

Job description:

Role & Responsibilities

1. Implement IT Support Service Plans
   • Lead the implementation of support services across the organisation
   • Define best practices and Service Level Agreements for the support function
   • Establish performance and reporting measures to provide an effective and efficient level of service
2. Manage IT support Activities
   • Identify actions to maintain or improve levels of service
   • Advise the business on IT support metrics and capabilities
3. Oversee System Maintenance
   • Prioritise activities to ensure continuity of service and prompt issue resolution
   • Oversee the compiling of data for reporting purposes
   • Review trends and patterns
   • Plan installation of hardware equipment, software and maintenance agreements
   • Recommend acquisition of new technology and software
4. Provide Incident Resolution Guidance
   • Analyse enquiries to identify recurring user problems, recommend solutions, and to identify areas where service can be improved
   • Respond to more complex, escalated enquiries from team members
   • Evaluate results of investigation reviews
   • Develop problem solving guidelines, checklists, or other materials to assist staff to respond to user problems that are recurring or routine
   • Oversee disaster recovery planning and testing
5. Manage Teams
   • Oversee team management including budgets, forecasting, work allocations and staffing
   • Develop staff through ongoing coaching, mentoring and career discussions
   • Define common goals, direction and accountability among staff
   • Drive effective performance management practices within department in accordance with company policies and procedures

Requirements

• Have prior technical knowledge on End User Computing technologies, not limited to Desktop Endpoint Management, Win10 / 11 Security Patch Management, Asset Management, GPO policy management, Active Directory Administration, Win 7 / 10 / 11 migration (plus point), M365 administration (plus point), SCCM & Bitlocker (MBAM) administration (plus point), Software deployment management (plus point)
• Have vendor management experience or have experience managing subcontractors
• Required to be on standby with on-call availability with varied shifts including nights, weekends and holidays

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Profile description

Position Overview

*this is a 2 year direct contract role

The Snr EUC Engineer manages the IT support function. He/She provides management to a group of IT professional and support staff and focuses on setting goals and priorities. He/She plans and directs the information processing activities of the organisation and coordinates the effective design, implementation and operation of management information systems and applications. He/She oversees the maintenance and upgrading of support systems and conducts on-site training to promote efficient operations. He/She possesses strong leadership and communication abilities, and is able to set realistic goals and implement appropriate plans to guide the team toward achieving those goals. He/She is able to address multi-faceted issues effectively and in a collaborative manner including across departments.