Senior Global IT Workplace Engineer (EUS)

EPS Malaysia; Kuala Lumpur; On-site; MYR 180,000 - 260,000; Full time

Job summary

EPS Malaysia is seeking an experienced Global IT Workplace Engineer to oversee end-user technology services and drive workplace modernization. You will lead EUS operations, manage devices and endpoint security, and collaborate with stakeholders to deliver a seamless digital employee experience.

The role requires 8–10 years in IT Operations/EUS, strong leadership, and expertise in Microsoft 365, Teams, SCCM/MECM, and ITSM. Collaboration with multiple teams and vendors is essential.

Qualifications

• Minimum 8 to 10 years of experience in IT Operations or EUC.
• Experience leading end-user support teams in a medium to large enterprise.
• Strong knowledge of Microsoft 365, Teams, SharePoint.
• Experience managing outsourced providers and vendors.
• Excellent communication and leadership skills.

Responsibilities

• Deliver End User Support services including Service Desk, Deskside, VIP, and device management.
• Manage incidents, requests, escalations, and major issues to meet SLAs.
• Own ITSM processes: Incident, Problem, Change, Knowledge, Asset.
• Monitor KPIs, SLAs, and service reporting.
• Act as escalation point for critical end-user service issues and major incidents.
• Manage lifecycle of end-user devices.
• Oversee endpoint management platforms (Intune, SCCM/MECM, Entra ID).
• Ensure OS patching, software deployment, device compliance, and endpoint security.
• Support Microsoft 365 and Teams.
• Collaborate with Infrastructure, Cloud, Security, and Network teams.

Skills

End User Support

IT Operations

Leadership

Vendor Management

Stakeholder Management

Microsoft 365

Microsoft Teams

Active Directory

ITSM

Automation / Process Improvement

Tools

SCCM / MECM

Microsoft Entra ID

Intune

Job description

Working hours: Mon-Fri, 9am-6pm
Function: End User Support (EUS)
Level: 2.5+ / Level 3
Department: Technology Services / Digital Workplace Services

Role Summary

We are seeking experienced Global IT Workplace Engineer to deliver, support and provide continual improvement of end-user technology services across the organization. The role will be responsible for ensuring users receive reliable, secure, and efficient IT support while driving workplace technology modernization and operational excellence.

The successful candidate will lead end-user support operations, manage workplace technologies, drive service improvements, and work closely with business stakeholders, technology teams, and service providers to deliver a seamless digital employee experience.

Key Responsibilities

End User Services & Operations

• Responsible for the delivery of End User Support services including Service Desk, Deskside Support, VIP Support, Device Management, and Workplace Technology Services.
• Ensure service levels and user satisfaction targets are achieved through effective management of incidents, requests, escalations, and major issues.
• Own and continuously improve ITSM processes including Incident, Problem, Change, Knowledge, and Asset Management.
• Monitor operational performance through KPIs, SLAs, and service reporting.
• Act as the escalation point for critical end-user service issues and major incidents.
• Manage the lifecycle of end-user devices including laptops, desktops, mobile devices, and peripherals.
• Oversee endpoint management platforms such as Microsoft Intune, SCCM/MECM, and Microsoft Entra ID.
• Ensure operating system patching, software deployment, device compliance, and endpoint security standards are maintained.
• Support and enhance collaboration and productivity platforms including Microsoft 365 and Microsoft Teams.
• Work closely with Infrastructure, Cloud, Security, and Network teams to ensure seamless service delivery.

Leadership & Stakeholder Management

• Mentor and develop EUS engineers, support analysts, and technical specialists.
• Support resource planning, workload prioritization, and team development.
• Build strong relationships with business stakeholders and understand technology requirements across different business units.
• Provide regular updates on service performance, risks, improvement plans, and technology initiatives.
• Collaborate with project and delivery teams to ensure successful implementation of workplace technology solutions.
• Manage relationships with service providers and technology vendors.
• Review vendor performance against agreed service levels and contractual obligations.
• Participate in budget planning, forecasting, technology procurement, and contract renewals.
• Ensure third-party service delivery aligns with business expectations.
• Identify opportunities to improve operational efficiency through automation, standardization, and process optimization.
• Support workplace transformation initiatives and adoption of modern workplace technologies.
• Lead pilots and proof-of-concepts for new solutions that improve user experience and supportability.
• Drive a culture of continuous improvement, innovation, and customer service excellence.
• Ensure End User Services operate in accordance with security policies, technology standards, and regulatory requirements.
• Support audit activities and remediation programs.
• Ensure endpoint security, compliance, asset governance, and software licensing requirements are met.
• Maintain and enforce workplace technology standards and operational procedures.

Required Skills & Experience

Minimum 8 to 10 years of experience in IT Operations, End User Computing (EUC), End User Support (EUS), or Workplace Technology Services.

Proven experience leading end-user support teams in a medium to large enterprise environment.

Strong knowledge of:

• Microsoft 365
• Microsoft Teams
• SharePoint
• Certificate Server
• SCCM / MECM
• Active Directory / Microsoft Entra ID
• Endpoint Security Solutions
• IT Service Management (ITSM)
• Experience managing outsourced support providers and technology vendors.
• Strong troubleshooting, service management, and stakeholder management skills.
• Excellent communication and leadership capabilities.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

ITIL Certification