IT End User Computing Engineer

Probe CX; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Probe Group is seeking an IT Business Partner to join our engineering team to deliver, maintain and troubleshoot mission-critical infrastructure and Desktop Support. The role ensures availability, performance and security across our global operations.

You will manage end-user computing queues, provide 2nd level support, coordinate with IT Managers, and contribute to BAU projects with a strong client focus and timely problem resolution.

Qualifications

• Relevant tertiary qualifications in IT or related field.
• Experience in managing end-user computing environments and IT service delivery.
• Ability to document systems and changes; strong communication and problem-solving skills.

Responsibilities

• Manage and monitor global End-user computing queues.
• Provide 2nd level support with option to escalate to 3rd tier staff.
• Ensure desktop hardware and software are maintained and faults replaced as needed.
• Collaborate with IT Managers regarding potential problems and improvements.
• Support BAU projects and meet targets and deadlines.
• Maintain a client/internal customer focus and timely resolution of issues.

Skills

Wintel

SCCM

Active Directory

End User OS

Win 10

Win 11

ITIL

Documentation

Multitasking

Troubleshooting

Communication

Relationship building

Desktop hardware

Network troubleshooting

Problem solving

Education

BA/BS or equivalent

Job description

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

Responsible for:

The IT Business Partner will work as part of a skilled engineering team to deliver, maintain and troubleshoot mission-critical infrastructure and Desktop Support. The role will ensure our infrastructure operates at the highest levels of availability, performance and security.

Main Activities and Responsibilities:

• Manage and monitor global End-user computing Queues
• Proactive management of escalations and problems that arise within the end-user computing team
• Manage and monitor desktop hardware and software
• Relocation of hardware or replacement of faulty parts.
• Provide 2nd level support with the option to escalate to 3rd tier staff
• Provide on-site help to 3rd level team with any infrastructure-related work
• Involvement in BAU projects and work effectively to targets and deadlines
• Maintain a strong client/internal customer focus
• Strive to resolve client problems and queries in a professional and timely manner
• Liaise with IT Managers/Supervisors regarding potential problems across the business.
• Build an effective and mutually beneficial 'client service' relationship between each of the Operational Teams and IT Services.
• Work closely with key internal stakeholders for Probe to match strategic demand for IT services with supply via effective prioritization, and process improvement.
• Support and develop pre-project work such as feasibility assessments, scoping and requirements analysis, and other related activities to inform business cases, working in conjunction with other parts of the business and IT to maintain engagement and manage expectations.
• Advocate for the Operations within technology advancement and communicate their strategies and priorities to help promote alignment between technology and business strategy.
• Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.
• Actively contribute to Probe’s commitment to fostering a respectful and inclusive workplace by taking proactive measures to identify and eliminate harassment in any form.
• Act ethically with integrity, honesty, and trust, to uphold Probe's compliance culture and maintain the highest standards of business conduct.
• Complete all necessary training requirements and professional development opportunities.
• Comply with Probe’s privacy, data protection and information security policies when handling personal data and uphold high standards of data protection, security and fraud prevention in the course of your employment. This exends to being diligent to protect Probe and client data and assets and never sharing passwords, one time passwords (OTP), multi-factor authentication (MFA) with anyone (even colleagues, supervisors or a client), staying alert for suspicious calls, chats or emails asking for account or personal/login information and not clicking on suspicious links.
• Support our speak up culture and report suspected or actual improper conduct in accordance with our Whistleblower Policy.

Core Competencies:

• Systems Processes & Policy
• Ensure all policies & procedures are adhered to, including compliance obligations
• Implement functional organisational design & optimal workforce planning
• Ensure key function policies are in place & are current
• Drive & implement operational excellence in function / line of business
• Ensure compliance within function / line of business

Key Skills and Capabilities:

• Wintel / SCCM/Active Directory
• End User Operating Systems (Win 10/ Win 11)
• ITIL
• Ability to document systems and changes
• Ability to handle multiple requests at one time
• Strong troubleshooting skills
• Strong Communication skills with the ability to translate technical information into layman’s terms.
• Ability to create and maintain relationships with all levels of the business from first line to executive.
• Familiar with Desktop hardware and low level network troubleshooting
• Exceptional communication skills
• Good problem solving skills

Qualifications and Typical Experience:

• Relevant tertiary qualifications BA)
• Substantial experience within similar role

Other Position Requirements:

• Subject to business demands, additional hours may be required
• May be required to travel and work across various sites

Explore our end-to-end career opportunities across CX strategy, real-time speech analytics, conversational AI, outsourcing and digital transformation solutions. Contribute to projects that transform customer experiences and help leading brands connect with their audiences in meaningful ways.